P1 - Critical
Production unavailable, active security breach, or severe deadline blocker.
Support & SLA
Effective date: April 20, 2026
ActLoom is an early-stage compliance SaaS. Our SLA commitments are intentionally strict where they matter, and realistic where a founder-led team can keep service quality high.
Support by plan
| Plan | Price | First response target | Channels |
|---|---|---|---|
| Starter | EUR 49 / month | Best effort (48 to 72h average) | Email + Help Center |
| Business | EUR 149 / month | Under 48h for P1 and P2 | Priority email + Help Center |
| Pro | EUR 399 / month | Under 24h for P1, under 48h for P2 | Priority email + shared Slack |
| Enterprise | Custom | Under 8h for P1, under 16h for P2 | Dedicated Slack + phone (P1 emergency) |
Severity definitions
P2 - High
Major feature unavailable (for example exports or integrations), with material workflow impact.
P3 - Medium
Partial degradation, non-critical bug, or integration guidance.
P4 - Low
Feature request or general product question.
Support channels
- Support: support@actloom.com
- Security: security@actloom.com
- Support hours are calculated in CET business hours.
- Full incident process and compensation details are maintained in the internal master policy.