Account # Support A shared Slack channel with our team, or email. ## Where to ask - Your shared Slack channel, set up during onboarding. - Email: [support@vitko.inc](mailto:support@vitko.inc) ## Hours and response times Weekdays, 9:00–17:00 US Pacific. | Severity | Examples | First response | | --- | --- | --- | | CI down or unsafe | Jobs don’t start or fail because of our runners; wrong test results; a suspected security issue | 30 minutes in hours, 2 hours outside | | Degraded | Slow starts, some jobs failing on our side, a wrong statement | 4 hours in hours | | Question or request | How do I…, feature requests, billing questions | 1 business day | For an outage we post in your channel, often before you notice, and update you until it’s resolved. To keep CI running meanwhile, [fall back to GitHub-hosted](https://runners.vitko.inc/docs/fallback/). During the beta there is no SLA.