# Support & SLA — customer-facing template

**Product:** DBAOps Sovereign™  
**Vendor:** RHOYLLE INNOVATION EMPIRE LLC  

**Instructions:** Replace bracketed fields. Align with your **executed order** and **MSA**. This file is a **template**, not a binding obligation until signed.

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## 1. Support scope

**Included:** Assistance with **product defect** triage, **documented** API and deployment behavior per release **VERSION** [x.y.z], and **reasonable** clarification of **`docs/CUSTOMER-DEPLOYMENT.md`** and **`docs/USER-MANUAL.md`**.

**Excluded (typical):** Customer application SQL **code** changes, **custom** collector logic beyond documented interfaces, **third-party** infrastructure outside the deliverable, **training** beyond what is separately purchased.

## 2. Contact

- **Support channel:** [email / portal URL]  
- **Hours:** [e.g. business hours US Eastern / 24×7]  
- **Escalation:** [manager contact / severity policy]

## 3. Severity model (example — edit to match your SLA)

| Severity | Definition | Target first response |
|----------|------------|------------------------|
| **P1** | Production down, no workaround | [e.g. 1 business hour] |
| **P2** | Major degradation | [e.g. 4 business hours] |
| **P3** | Minor defect / question | [e.g. 1 business day] |

## 4. Versions supported

Vendor supports **[current Gold Master]** and **[prior major]** per published **`CHANGELOG.md`**, unless otherwise agreed in writing.

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