Nobody can buy support here yet.
There is no service to subscribe to today, so these commitments bind nothing. They are published now for the same reason the prices are: a promise you can only read after you have signed is not a promise you can evaluate.
When the service opens, these are the times it opens with.
First response
One number per window, and it is the number
All times are US Central. A first response means a person has read your message and replied to it — not an automated acknowledgement, and not a ticket number.
| When your message arrives | First response within |
|---|---|
| Monday to Friday, 09:00–17:00 | 3 hours |
| Monday to Friday, 17:00–24:00 | 6 hours |
| Saturday and Sunday | 3 hours |
| US public holidays | 12 hours, and never later than the next business day |
A message that arrives between midnight and 09:00 is treated as arriving at 09:00, so it is answered by noon. That rule exists so the overnight hours need no row of their own and nobody has to work out what happens at three in the morning.
Why it is written this way
Three details that are deliberate
One number, not a target and a commitment.
The usual form is a fast target beside a slow contractual limit. We publish a single number per window that is always met.
A published response time is a floor a customer quotes back at you the one time you miss it, and a two-number table invites the reader to treat the smaller number as the promise. One honest number needs no explaining.
Weekends are quicker than weekday evenings.
That looks like a mistake and it is not. At the weekend there is a phone within reach. On a weekday evening there may not be.
The table says what is true rather than presenting a tidier shape that is less true.
Complexity affects resolution. It never affects first response.
Some problems take a day to understand and some take a week. That is honest and it is not an excuse to go quiet: you hear from a person inside the window above regardless, even when the answer is that we do not know yet and here is what we are checking.
We do not commit to a resolution time. See below.
What is not offered
Four things we will not claim
Each of these is a normal part of an enterprise support agreement. We are one person, and promising any of them would mean breaking it the first time it was tested.
| Not offered | What that means for you |
|---|---|
| 24/7 on-call | There is no rota and no pager. Outside the windows above, your message waits. |
| A phone line | Email only. There is no number to call, and we will not publish one we cannot answer. |
| A named account manager | You get the people who build it, which is better for technical questions and worse for scheduling. |
| A guaranteed resolution time | We commit to answering. We do not commit to how long a fix takes, because we would not be able to keep that. |
How to reach us.
Email support@svnkg.com. Include what you were doing, what you expected, and what happened instead. If it concerns a specific evidence bundle, send the bundle — it is signed, so we can check it rather than reconstruct it from a description.
Security reports go to the same address and are read first. If you believe you have found a way to make our verifier accept evidence it should refuse, say so in the subject line and we will reply the same day within the windows above.