Home/Support & SLAs
How to reach us, and what we commit to.
Existing customers: the fastest route for a production incident is always the incident line. Everything else can go through the shared channel or the service desk.
24×7 incident line
Managed and Enterprise plans, live production incidents.
soc@seacowtech.cloud
Monitored 24×7. Your service
description carries the direct incident number.
Which route for which situation
| Situation | Route | Available | First response |
|---|---|---|---|
| Production incident (P1/P2) | Incident number in your service description, or an automated alert from monitoring | 24×7×365 | 15 / 30 minutes |
| Urgent question, non-breaking | Shared Slack or Teams channel | Business hours | Typically minutes |
| Service request or change | Service desk ticket (or your own ITSM if we integrate) | Business hours | 1 business day |
| Security concern | soc@seacowtech.cloud, then the incident number | 24×7×365 | 15 minutes |
| Commercial or contractual | Your account director | Business hours | 1 business day |
| Not yet a customer | Contact form or hello@seacowtech.cloud | Business hours | Same business day |
Business hours are 8:30am–5:30pm AEST/AEDT, Monday to Friday, excluding NSW public holidays.
Definitions, so nobody argues about them during an incident
Severity is assigned on impact, not on who is asking. Response is measured from alert receipt or ticket creation to a human acknowledging and starting work — not to an autoresponder.
| Severity | Definition | Response | Updates | Target resolution |
|---|---|---|---|---|
| P1 — Critical | Production service unavailable to all or most users; confirmed or suspected data loss; active security incident | 15 min, 24×7 | Every 30 min | 4 hours |
| P2 — High | Major functional degradation with a workaround; redundancy lost; a single significant customer or site affected | 30 min, 24×7 | Every 2 hours | 1 business day |
| P3 — Medium | Minor fault with limited user impact; non-urgent change; performance below target but functional | 4 business hours | Daily | 5 business days |
| P4 — Low | Service request, access change, question, or scheduled work | 1 business day | On change | By agreement |
Severity can change
Either direction, and we will tell you when it does and why. A P3 that turns out to have a security dimension becomes a P1 immediately.
You can escalate severity
If we have assessed something as P2 and you believe it is P1, say so and we treat it as P1 while we resolve the disagreement. Arguing during an incident helps nobody.
Targets, not guarantees, on resolution
Response is contractual. Resolution is a target — some causes are genuinely outside our control, and we would rather say so than promise a number we cannot hold.
Who to call when the normal path isn't working
You should not have to work out how to escalate during an incident. The path below is in your service description with names and mobile numbers.
- Level 1
On-call engineer
First response and incident command. Reachable via the incident line at any hour.
- Level 2
Lead engineer for your account
Automatically engaged on any P1, and on any P2 open beyond two hours.
- Level 3
Head of Operations
Engaged on any P1 open beyond two hours, or on request at any point. Direct number in your service description.
- Level 4
Managing Director
Available to you directly. If you are unhappy with how an incident or an engagement is being handled, call.
Escalating is not a complaint
We would much rather be escalated to early than find out at the monthly review that you spent three weeks frustrated. Nobody at Seacow is measured on how rarely they get escalated to.
AWS-side escalation
Where an incident sits with AWS rather than with the configuration, we raise and drive the support case ourselves, including partner-side escalation where a case stalls. You do not need to open a case in parallel — and it is usually better if you do not.
How work gets into production
- Standard changes — pre-approved, low-risk, automated. Executed without ceremony and recorded.
- Normal changes — peer-reviewed Terraform, policy checks in CI, approval from your nominated approver, scheduled in an agreed window.
- Emergency changes — executed during an incident to restore service, then documented retrospectively within one business day.
- Change freezes — we honour your calendar. Trading peaks, reporting periods, end of financial year, and anything else you nominate.
Change records are generated from the pipeline itself, so your audit evidence is a by-product of deploying rather than a separate chore for someone.
What we will not do without approval
- Make an unreviewed production change outside an active incident
- Modify anything outside the agreed scope boundary
- Change a security control you have accepted a risk on
- Deploy on a day you have nominated as frozen
All four are in the services agreement, not just in this page.
What happens when we miss
Response targets on Managed and Enterprise plans carry service credits. They are calculated from our service management system and applied to the next invoice automatically — you do not have to notice, claim or chase them.
Credits are a signal, not a remedy. If we are issuing them regularly, something is structurally wrong and the monthly service review needs to be about that rather than about the incident list.
| Missed target | Credit |
|---|---|
| P1 response exceeded | 5% of monthly fee, per occurrence |
| P2 response exceeded | 2% of monthly fee, per occurrence |
| Monthly service review not delivered | 5% of monthly fee |
| Post-incident report beyond 5 business days | 2% of monthly fee |
| Aggregate cap | 30% of monthly fee |
Indicative. Your service description sets the credits that apply to your agreement.
What you receive, and when
Post-incident report
Within five business days of any P1. Timeline, cause, what we changed, what we will change. Shared whether or not it flatters us.
Operations check-in
Thirty minutes: open items, upcoming changes, capacity, and anything approaching your included change capacity.
Service review
SLA performance against target, every incident and its cause, spend trend, risk register, and the next three recommendations.
Business review
Enterprise plans. Roadmap, commercial position, commitment strategy and architecture governance with your executives.
Not a customer yet?
This page is what you would be buying. If any of it looks wrong for your situation, tell us — service descriptions are negotiable.