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
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. During the beta there is no SLA.