Hours & Channels. Monday-Friday, 9:00am–5:00pm Pacific Time; channels:
support@boom.build.
Severity & Initial Response Targets. P1 (critical outage/security): 2 hours; P2 (major impairment/no workaround): 8 business hours; P3 (minor or workaround present): 1 business day; P4 (how-to/request): 2 business days.
Updates/Workarounds. P1 continuous efforts until workaround; P2 daily updates; P3 weekly; P4 as scheduled.
Case Handling. One named support contact; reasonable efforts for ticket continuity; English language unless otherwise agreed.
Exclusions. Beta features (unless stated), unsupported configurations, issues caused by non-Vendor systems, and Professional Services unless covered by a SOW.