Citeply

Support operations

Support service levels

Realistic initial-response targets for direct Citeply subscriptions, without an unsupported 24×7 promise.

Last updated 14 August 2026

Scope

These are targets for the first meaningful response to a request submitted to support@citeply.com. They are not resolution, uptime, or restoration guarantees and do not create service credits. A signed order may replace these targets. Microsoft, Paddle, Cloudflare, Neon, Resend, and other external systems remain subject to their own terms.

Severity and public targets

SeverityDefinitionStandard targetSigned priority order
P1 · CriticalProduction unavailable, material data-integrity risk, or a confirmed security incident with no workaround.8 business hoursAs stated in the signed order
P2 · HighA core workflow is materially impaired and no reasonable workaround exists.1 business dayAs stated in the signed order
P3 · NormalNon-critical defect, degraded convenience, configuration help, or a viable workaround exists.2 business daysAs stated in the signed order
P4 · RequestHow-to question, feature request, commercial request, or documentation feedback.3 business daysAs stated in the signed order

Business hours and emergency coverage

Business hours are Monday–Friday, 09:00–18:00 Europe/Istanbul, excluding public holidays in Türkiye. Response time starts when Citeply receives enough information to identify the account and triage the impact. No 24×7 or one-hour response commitment applies unless a separately priced, signed order expressly states the coverage, contacts, escalation path, exclusions, and service-credit remedy.

Customer responsibilities

  • Provide the affected workspace, approximate time, impact, request ID, and reproducible steps.
  • Keep an authorized contact available for P1 and P2 investigation.
  • Do not send passwords, tokens, private keys, payment-card details, or customer documents by ordinary email.
  • Use the payment provider portal for card, invoice, tax, renewal, and refund administration.

Incident communication

Service-wide incidents are posted on the public status page. Security response follows the incident-response process. A security report should be sent to security@citeply.com without including exploit payloads containing real customer data.