How we support and operate Service Arc
Honest expectations for support, maintenance, and incidents — especially during Open Beta.
Support hours
Standard support: Monday–Friday, 9:00–17:00 US Eastern, excluding U.S. federal holidays. Email support@servicearcapp.com. Phone support is not guaranteed except where an Enterprise agreement says otherwise.
Response goals
- Solo / Team / Crew (Standard): initial response within about 2 business days
- Growth / Professional (Priority): initial response within about 1 business day
- Enterprise: as defined in your signed agreement
These are targets, not contractual guarantees outside an SLA appendix or ESA.
Availability philosophy
We design for reliable day-to-day use. We do not advertise “never down” or 99.99% marketing uptime. Paid plans reference a 99.5% monthly target for core authenticated app access in our formal SLA language, excluding third-party outages (Firebase regional events, Stripe, Maps, SendGrid) and announced maintenance.
Maintenance windows
Planned maintenance is typically announced at least 24 hours ahead when we expect meaningful downtime. Urgent security patches may ship faster with shorter notice.
Status & incident communication
For widespread incidents, we notify administrators by email and/or in-product messaging when practical. We explain impact, what we know, and when service is restored.
Open Beta expectations
Service Arc is in Open Beta. Features may change. You may find rough edges. We prioritize fixing defects that block real work. Beta is early production software with honest limits — not a theater of unfinished promises.
Enterprise differences
Enterprise agreements may add dedicated onboarding, custom response times, MSA/DPA terms, and Professional Services. Self-serve plans use this page and published policies.
Billing: billing@servicearcapp.com · Sales: sales@servicearcapp.com