Premium Support SLA

This Service Level Agreement (SLA) defines the response and resolution commitments CoreStory provides for all premium customer support requests, ensuring timely assistance and transparent communication throughout the process.

Response and Resolution Targets

Priority	When to Use It	First Response Target	Resolution / Workaround Target
URGENT	Complete service outage or security incident	Within 30 minutes	Within 8 hours
HIGH	Major feature degradation or widespread user impact	Within 1 business hour	Within 1 business day
NORMAL	Functionality impaired with no critical impact	Within 4 business hours	Within 2 business days
LOW	Cosmetic issue or general inquiry	Within 8 business hours	Within 5 business days

How We Deliver Support?

CoreStory’s AI-powered support system automatically prioritizes and tags incoming requests based on severity and potential business impact. This automation ensures that critical incidents receive immediate attention from the right team members, while less urgent cases are routed through structured workflows with predictable resolution timelines. Our goal is to always respond the fastest when it matters most and provide the highest level of focus when challenges are most critical.

🕒 URGENT

Immediate paging to on-call engineers, real-time collaboration, and direct updates from CoreStory team until the issue is resolved. This priority is exclusively reserved for outages or total service shutdowns.

🕔 HIGH

Routed through a priority queue with hourly progress updates and close coordination between Product and Engineering teams.

🕗 NORMAL

Proactively assigned with visibility into backlog status, delivery timelines, and interim workarounds where applicable.

🕙 LOW

Addressed in upcoming patch cycles or documentation updates with clear communication of delivery dates.

Our Commitment

CoreStory support is built around:

Predictability ➤ You always know when to expect updates and resolutions.

Accountability ➤ Missed targets automatically escalate to CoreStory leadership.

Attention to Impact ➤ Response time and attention scale with the level of impact.

Support Hours

CoreStory Support is available from Monday to Friday, between 9 AM and 5 PM PST.

Get Help from Support

You can contact our support team through any of the following channels:

Chat (Coming Soon)

Start a chat through the Support chatbot located in the bottom-right corner of your CoreStory dashboard.

Email

Email us at support@corestory.ai and our team will get back to you shortly.

Form

Start a conversation via "New Request" under Inbox in the Help Center sidebar.

Slack

If you are part of our Slack workspace, you can submit support requests directly within Slack as regular messages. Our team can triage, track, and respond to tickets without requiring email or any additional support channels, ensuring faster and more streamlined communication.

MS Teams

If your team invites our Support team as guests in Microsoft Teams and installs the Plain app in your designated support channel, we can triage and respond to requests directly within Teams. No additional emails or external support channels are required, ensuring seamless and centralized communication.

Our team will confirm receipt and respond within the guaranteed SLA window for premium customers.