Support | ResolveLoop

Launch support

Clear support paths and measured response targets.

ResolveLoop handles KB Sentinel support directly. Product support should resolve through support@getresolveloop.com . Pilot walkthrough and evaluation requests should go to ahmad@getresolveloop.com.

This page reflects the current support model for pilots and launch review. Response targets may tighten after general availability.

Hours of operation

Monday through Friday, 9:00 AM to 5:00 PM America/Phoenix.

Critical production-impact issues are triaged outside those hours on a best-effort basis during launch.

First response targets

Critical: 4 business hours
High: 1 business day
Normal: 2 business days
Low: 5 business days

Pilot onboarding support

Early pilots should expect light-touch onboarding help around scan scope, demo walkthroughs, template selection, and regression-suite setup. ResolveLoop does not provide custom knowledge-authoring services as part of standard launch support.

Severity definitions

Critical

The app is unavailable, materially blocks core tenant use, or causes an active customer-facing operational failure.

High

A major feature is degraded, or there is a credible risk of bad support guidance, failed scans, or broken prioritization.

Normal

A bug, UX defect, or integration issue exists but a workaround is available and the app remains usable.

Low

Cosmetic issues, non-blocking feedback, or roadmap requests.

What to include in a support request

Atlassian site URL and whether the issue is in Jira, Confluence, or both
Approximate time of impact and affected scan job or finding if available
Whether the issue affects a live tenant, demo workspace, or trial review
Clear reproduction notes and any screenshots that show the failure state