Support
Account support, escalation paths, and incident reporting for Metis platform customers.
Contacts
- General Support Link
- contact@metis.gold
- Billing Enquiries
- contact@metis.gold
- Account Ownership
- Metis Customer Success Team
Response times
- Corporate Response Timelines
- standard impact operations handle a two business day turnaround; critical security events receive same-day acknowledgement.
- Operating Hours
- Monday through Friday, 9:00 AM to 6:00 PM Eastern Time.
- Status Monitor
- status.metis.gold (Designated 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 (Designated Development Phase).