What to Expect: Coast’s Support SLAs – Coast App Help Center

We’re committed to helping you succeed. This Service Level Agreement (SLA) explains our support hours, how we prioritize requests, expected response times, and the steps we’ll take if an issue needs to be escalated.

Customer Support SLA

📅 Support Coverage

Business Hours: Monday to Friday, 9:00 AM – 5:00 PM EST

Excluding: Weekends and U.S. public holidays

Requests submitted outside business hours will be addressed on the next business day.

🎯 Severity Levels & Response Times

We classify requests based on severity to ensure critical issues are prioritized.

Severity	Definition	Examples	Initial Response	Target Resolution
🔴 Critical (High)	A full service outage or a critical issue that prevents all users from accessing or using the platform. Business operations are halted.	System outage, login unavailable, inability to create or process work orders.	Within 2 business hours	Resolution or workaround within 1 business day
🟡 Major (Medium)	Core functionality is impaired, but the platform is still usable. Significant impact, but operations can continue.	Reports not loading, partial data sync issues, performance degradation.	Within 4 business hours	Resolution within 3 business days
🟢 Minor (Low)	Non-critical issues, cosmetic errors, or general inquiries with minimal business impact.	UI display bugs, non-urgent workflow requests, feature questions.	Within 1 business day	Resolution within 5 business days
🔵 Informational (Request)	Questions or requests that are not tied to a malfunction.	How-to questions, product usage guidance, feature requests.	Within 1 business day	Resolution/feedback within 7 business days

💬 Communication Channels

Email: support@coastapp.com
In-App Support Chat: Accessible within the Workspaces section under “Support”, or by clicking the Intercom chat icon located at the bottom-right corner of your screen.

Help Center: https://help.coastapp.com/hc/en-us

🚀 Escalation Path

Level 1: Assigned Support Agent
Level 2: Head of Customer Success

⚠️ Exclusions

Issues caused by third-party services or integrations outside our control
Network or connectivity issues on the customer’s side
Planned maintenance or downtime (customers will be notified in advance)

🔄 Continuous Improvement

We regularly review and update our SLA to reflect customer needs and evolving best practices. Customers will be notified of any updates in advance.

✨ This SLA reflects our commitment to providing timely, reliable, and transparent support to help you succeed with our platform.