@astermind/astermind-synth/SUPPORT_SLA.md

OmegaSynth - Label-Conditioned Synthetic Data Generator for AsterMind ELM/KELM Pipelines

# Support & SLA – AsterMind Synth

Support Tiers
- Standard: email support, next-business-day response.
- Premium: priority email, best-effort same-business-day response.
- Enterprise: custom SLAs as per contract.

Coverage
- Installation, configuration, usage questions.
- Bug triage and workarounds; fixes included in updates.
- Not included: custom development, data labeling, third‑party components beyond reasonable guidance.

Availability
- Business hours: Mon–Fri, 9:00–17:00 PT (excluding US holidays).

Target Response Times
- Standard: 1 business day
- Premium: same business day (best effort)
- Enterprise: per contract (e.g., 4h P1, 8h P2)

Contact
- support@astermind.ai