Business Hours
“Business Hours” means Monday through Friday, from 10:00 a.m. to 4:00 p.m. Eastern Time, excluding United States federal holidays.
For purposes of these Terms and the Support Policy, “US federal holidays” means the observed federal holidays published by the U.S. Office of Personnel Management for the applicable calendar year.
Support Channels
Customers may submit routine support requests through the channels identified in their private client hub, including any support email address, telephone number, text-message number, messaging channel, or other contact method designated by Opportuna. A Customer may invoke #breakglass only through the emergency channel identified in the Customer’s private client hub.
Security of Communications. Customers should not transmit passwords, API keys, authentication codes, payment-card information, or other secrets by SMS, WhatsApp, or ordinary email. Opportuna may direct Customers to a more secure channel for sensitive information.
Authorized Requesters
Opportuna will accept support and #breakglass requests only from Customer’s designated Authorized Requesters. A request received through a listed support channel from an individual who is not an Authorized Requester may be acknowledged, but Opportuna will not disclose Customer information, access Customer systems, pause or resume an agent, or take other Customer-directed action until authorization is verified.
#breakglass requests are accepted only from Customer’s designated Authorized Requesters, even if the emergency email address is known to others.
Direct Access Target
For Operator customers, Opportuna targets an initial human response to a routine support request within six (6) Business Hours. For Managed Team customers, Opportuna targets an initial human response to a routine support request within four (4) Business Hours. “Initial human response” means acknowledgement and initial triage by a person on Opportuna’s team. It does not mean that the issue will be resolved within that time.
Breakglass Events
Include #breakglass in your message. A #breakglass request is limited to an active or reasonably suspected: (a) security concern; (b) unauthorized access; (c) serious Service outage; or (d) AI agent action causing or reasonably likely to cause material harm. A #breakglass request is not intended for routine questions, onboarding, training, configuration requests, general product feedback, feature requests, ordinary defects without material impact, or non-urgent matters.
Breakglass Response Targets
Opportuna targets an initial human response to a qualifying #breakglass request within four (4) Business Hours for Operator and within two (2) Business Hours for Managed Team. The applicable target begins when Opportuna receives a request through the designated emergency channel from an Authorized Requester and has sufficient information to identify the affected Customer and issue.
- Operator: within 4 business hours
- Managed Team: within 2 business hours
Triage, Not Resolution
A support or #breakglass response target is a target for acknowledgement and triage only. It is not a guaranteed resolution, recovery, remediation, uptime, or service-level commitment.
No SLA or Service Credits
Support and #breakglass response targets are operational targets, not a service-level agreement. They do not create service credits, fee refunds, penalties, or other remedies.
Customer Cooperation
To enable timely triage, Customer must provide a contact name, callback method, affected workspace or agent, concise description of the issue, approximate start time, observed impact, and any relevant screenshots or event information. Customer must not include passwords, API keys, payment-card data, or other secrets in support requests.
Scope and Limitations
Opportuna may prioritize requests based on severity, security risk, customer impact, available information, and operational conditions. Response may be delayed by events outside Opportuna’s reasonable control, third-party-service outages, Customer-controlled systems, missing access or information, or Customer’s failure to use the designated channel.