Support
Account support, escalation paths, and incident reporting for Metis platform customers.
Contacts
- General support
- contact@metis.gold
- Billing inquiries
- contact@metis.gold
- Account owner
- Metis Customer Success Team
Response times
- Standard requests
- Two business days.
- Priority (production impact)
- Per contract terms.
- Critical (security incident)
- Same-day acknowledgement.
- Support hours
- Monday through Friday, 9:00 AM to 6:00 PM Eastern Time.
- Status page
- status.metis.gold (development phase).
Escalation path
- Submit via support email with severity and tenant identifier.
- Account owner acknowledges within response-time target.
- Engineering escalation for unresolved production impact.
- Executive escalation for contractual or compliance matters.
Incident reporting
Report suspected security incidents to contact@metis.gold with severity, scope, and contact details.
Status page: status.metis.gold (development phase).
Post-incident summaries provided per contract terms.