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Topic	First response	Channel
Security report	1 business hour	Email with "security" in subject
Outage / data emergency	1 business hour	Email + status page
Sales (Agency tier)	4 business hours	Email or Telegram (after we connect)
Product support	24 business hours	Email
Feedback / feature requests	Best-effort	Email + GitHub

Business hours Mon-Fri 09:00-18:00 AEST (Brisbane). Critical outages get triaged off-hours via the status page. Per-tier support details.