Customer Support
Direct support for Kevros Runtime Enforcement Gateway customers across supported marketplace, private deployment, and public-sector procurement channels.
Primary Contact
For all support requests, billing questions, marketplace metering issues, and security disclosures, contact admin@taskhawktech.com.
Response Targets
| Severity | Initial response | Update cadence |
|---|---|---|
| P0: production down or security incident | 1 business hour | Hourly until resolved |
| P1: major feature broken | 4 business hours | Daily |
| P2: functional issue with workaround available | 1 business day | Every 2 business days |
| P3: question or feature request | 2 business days | As needed |
Business hours are Monday-Friday, 09:00-18:00 US Eastern, excluding US federal holidays.
What To Include
- Marketplace or procurement channel used for purchase, if applicable.
- Plan tier: Trial Period, Starter, Professional, or Enterprise.
- Subscription ID, marketplace identifier, or customer account identifier.
- Container Apps environment name or ECS cluster ARN, if applicable.
- Gateway endpoint URL and the request that exhibited the issue.
- Approximate timestamp in UTC and any error codes returned.
Security Disclosures
For coordinated security disclosures, use the same support email and prefix the subject with [SECURITY]. Disclosures are acknowledged within one business hour during US Eastern business hours; out-of-band PGP key available on request.
Documentation
Escalation
If a P0 or P1 issue is not acknowledged within the response targets above, escalate to admin@taskhawktech.com with the subject prefix [ESCALATION].