Support model
Support Overview
Support is part of the pilot boundary. Raven does not imply enterprise SLA from the public site; support level is defined by scope, contract and activation stage.
Audience procurement / operations
Mode pre-contract
Boundary no SLA overclaim
Before Contract
Briefing supportRaven can clarify scope, data needs, pilot boundary and review output.
No production SLAA public inquiry or pilot discussion does not create production incident response obligations.
Named ownerA pilot requires a customer owner and Raven owner for questions, evidence review and escalation.
Documented pathSupport channels, hours and response expectations are documented before pilot activation.
BoundaryPre-contract support can be ready for review without creating an SLA, emergency response obligation, managed-NOC obligation or customer notification.
First Month Pilot Support
Day 0Scope, owner, allowed data, retention, deletion and success criteria are confirmed.
Days 1-3Data quality, evidence labels and decision vocabulary are checked.
Days 4-10Candidate decision packets are reviewed with operators and managers.
Days 11-30Findings, limitations, KPI hypotheses and production gaps are documented.
Pilot targetsPilot support targets require named agreement and owner approval. They do not create production SLA or production support activation.
Production Support Boundary
SLAProduction SLA must be separately agreed and tied to deployment model, support hours and severity definitions.
RollbackRecovery and rollback procedures must be documented before live activation.
SecuritySupport access must be least-privilege, time-bounded and auditable.
Release fieldsProduction support scope requires agreement, owner approval, production activation reference, rollback plan and incident response reference before release.
Mail And Notification Boundary
Template registryExternal messages must come from an approved template registry before any provider handoff is considered.
Suppression checkEmail, billing and support replies require suppression-list review before release. Public pages do not upload recipients or start outreach.
Provider event ledgerPostmark delivery, bounce, complaint and inbound events require verified provider event handling, idempotency and human-reviewed recovery before they affect customer state.
No tracking by defaultRaven does not rely on hidden tracking pixels from the public support boundary. Provider upload and tracking require separate approval.
Dead-letter pathFailed or exhausted delivery/recovery attempts stop for owner review instead of silently retrying or escalating automatically.