Support & SLAs
8.1 Overview
Bike4Mind provides enterprise-grade support services with clearly defined service level expectations. Each enterprise engagement includes a dedicated client success manager and structured communication channels to ensure timely response, resolution, and transparency across all support interactions.
8.2 Communication Channels
- Slack (Preferred): Real-time communication via shared workspace channels
- Email: For formal updates, escalations, and asynchronous support
Support communication is managed by the assigned client success manager, who coordinates with engineering, product, and QA teams.
8.3 Issue Prioritization
All customer issues are triaged and tracked based on impact and urgency. Bike4Mind uses the following priority levels:
| Priority | Description | Response Expectation |
|---|---|---|
| P0 | Critical – production blocking incident | Immediate escalation |
| P1 | High – core functionality impaired | Deploy as soon as possible |
| P2 | Normal – feature requests or minor bugs | Scheduled: 10–60 days |
| P3 | Low – non-critical ideas or backlog items | Tracked, no fixed timeline |
All issues are logged and managed via GitHub Issues and internal kanban workflows. Status is available on request or via regular support check-ins.
8.4 Client Success Management
Each enterprise customer is assigned a dedicated client success manager who:
- Acts as the primary point of contact
- Coordinates onboarding, training, and integrations
- Manages roadmap alignment and feedback collection
- Drives resolution of technical or operational issues
8.5 Transparency & Change Management
Bike4Mind maintains a high degree of transparency around platform development and support:
- Roadmap Access: Shared with enterprise clients upon request
- Change Logs: Maintained and distributed with each release
- Feature Flags: Allow early access or controlled rollout of new capabilities
8.6 Summary
Bike4Mind delivers responsive, transparent, and tiered support services tailored to enterprise needs. With dedicated client success resources, structured SLAs, and real-time communications, organizations receive high-confidence operational continuity and partnership-driven platform evolution.