Implementation Note
This document is for support pages, enterprise questionnaires, status pages, incident notices and SLA expectation management.
Support Channels and Responses
PocketBay's default support channels are support@pocketbay.com, dashboard support entry, documentation and status notices where available. Unless an enterprise agreement or written SLA says otherwise, PocketBay does not commit to fixed response times, resolution times, recovery times, support languages, support methods, human-support hours or guaranteed issue resolution.
Support generally covers accounts, billing, platform features, deployment flows, known incidents, documentation and reasonable troubleshooting. PocketBay may refuse or limit support related to third-party code debugging, business logic, custom development, legal/compliance advice, security audits, data recovery, migration services, open-source dependency fixes, third-party service failures or high-risk uses.
You should provide sufficient information, including account, project, URL, error logs, timestamps, reproduction steps, configuration, screenshots, impact and recent changes. You must not send unnecessary passwords, private keys, full payment-card data, health information or sensitive personal information in support requests.
Maintenance, Changes and Status
PocketBay may perform scheduled maintenance, emergency maintenance, migrations, upgrades, scaling, downgrades, bug fixes, security fixes, upstream-service switching, certificate/domain updates, database maintenance, log-system maintenance, billing-system maintenance and AI-service changes. Maintenance may cause service interruption, degraded performance, build queues, log delays, auto-cooldown, temporary unavailability or feature changes.
PocketBay will provide advance notice of material scheduled maintenance where reasonably practicable; however, emergency security, stability, upstream-provider, legal or abuse situations may occur without prior notice. PocketBay is not liable for losses caused by maintenance, incidents, upstream services, force majeure, attacks, user misconfiguration or third-party issues unless required by law or expressly provided in a written SLA.
PocketBay may provide a status page or status notices, but status information may be delayed, incomplete or estimated. Status updates do not constitute compensation commitments, SLA commitments or admissions of liability.
SLA, Credits and Exclusions
Unless PocketBay signs a separate written SLA with you, the Service does not include availability SLAs, service credits, compensation, recovery-time objectives or support-level commitments. Any performance, availability or recovery descriptions in web pages, marketing materials, status pages, documentation or support replies are general descriptions and not SLAs. Availability, backup, support or delivery standards expressly promised in a plan, order or specific policy you have purchased prevail over the statements on this page and in general marketing materials; sold paid commitments are not excluded wholesale by "Beta" or similar labels.
If an enterprise agreement provides service credits, service credits are typically the sole and exclusive remedy and may exclude: free/Beta/trial services, auto-cooldown, scheduled maintenance, emergency maintenance, non-payment, user misconfiguration, third-party services, upstream services, force majeure, attacks, abuse, terms violations, high-risk uses, preview environments, development environments, log/metric delays, AI-output errors or failure to submit claims on time.
You should configure multi-region, backups, redundancy, monitoring, budget alerts, disaster recovery, rollback and alternatives for production business. PocketBay does not guarantee that a single project, region, database, subdomain or account is suitable as sole infrastructure for critical business.