Support and beta service levels
Till provides monitored production operations and published response commitments for active beta customers without overstating the availability of a small, early-stage service.
Check status.till.ac first. General and account support goes to support@till.ac. Vulnerability reports go to security@till.ac.
Beta support SLA
| Priority | Examples | Acknowledgment target | Update target |
|---|---|---|---|
| P0 — Critical | Total production outage, confirmed cross-tenant access, active credential compromise | Within 60 minutes, 24×7 | At least every 2 hours until mitigated |
| P1 — High | Major degradation, billing/account lockout, material security issue without active exploitation | Within 4 business hours | Each business day while active |
| P2 — Normal | Product questions, minor defects, documentation and integration help | Within 2 business days | When status materially changes |
Business hours are 9:00 a.m.–5:00 p.m. Eastern Time, Monday–Friday, excluding U.S. federal holidays. The clock starts when a message reaches the correct mailbox with enough information to investigate.
Scope and limitations
These are response and communication commitments, not guaranteed resolution times, an uptime warranty, or a service-credit program. Provider outages, customer provider-account limits, customer networks, planned maintenance announced in advance, abuse mitigation, and force-majeure events are outside Till’s direct control. A separate signed agreement can supersede these terms.
What to include
- Till request ID, timestamp with timezone, affected provider, HTTP status, and a redacted error.
- Whether the issue is ongoing, how many workloads are affected, and any safe reproduction steps.
- For billing issues, the Stripe checkout/session identifier if available—never payment-card data.
Never send an admin key, scoped token, upstream API key, payment details, prompt content, response content, or exploit payload in the initial email.
Before reporting an incident
- Check the public status page and API health endpoint.
- Check the selected AI provider’s status page and your provider account limits.
- Retry only idempotent requests and preserve the
x-till-request-id. - Revoke a scoped token immediately if it may be exposed; rotate the upstream provider key if needed.
Frequently asked questions
What is Till's beta support SLA?
During beta, Till commits to defined response times based on incident severity. Response commitments apply to reports submitted through Till's official support channels.
What is the scope of Till beta support?
Till beta support covers the core platform and documented features. Because the product is in beta, some limitations apply and certain issues may be prioritized according to incident severity.
What should I include when reporting an incident?
Include a clear description of the issue, steps to reproduce it, the affected feature or page, timestamps, and any error messages so Till can triage the incident by severity.
How do I check Till's service status?
Till publishes service status and incident updates so you can confirm whether an issue is a known, ongoing incident before submitting a new report.