Support & SLAs¶
Contact¶
| Channel | Use for |
|---|---|
| Email hello@bnerd.com | General enquiries, onboarding, account questions |
| Support portal (Dashboard → Support) | Incident reports, service requests, billing queries |
| Emergency | Critical production incidents — see your service agreement for the emergency contact number |
Response times¶
Response times depend on your support tier and incident severity.
| Severity | Description | Target first response |
|---|---|---|
| P1 — Critical | Full production outage; data loss risk | 1 hour (business hours) |
| P2 — High | Significant degradation; no workaround | 4 business hours |
| P3 — Medium | Partial degradation; workaround available | 1 business day |
| P4 — Low | Minor issue; feature request; question | 2 business days |
Business hours are Mon–Fri 09:00–18:00 CET/CEST, excluding German public holidays.
Data processing agreement (DPA)¶
b'nerd GmbH acts as a data processor under GDPR. To request a DPA, contact hello@bnerd.com. See also Compliance & Data Residency.
Escalation¶
If a ticket is not progressing, reply to the ticket thread and mark it for escalation, or email hello@bnerd.com with the ticket reference number.