My delivery centres run around the clock across IST, CET and EST. You are one person. What are your actual support hours, your SLA, and what happens when you are asleep?

The full executive answer

I will give you the truthful version, because a GCC head has heard every fake "24×7 support" pitch there is. Today, human support is founder-led and IST-anchored — which for an India-first go-to-market means the primary market gets its business hours covered by the person who wrote every line of the product; there is no L1 script-reader between you and resolution. What runs 24×7 is the platform’s self-defence: error monitoring, a cron watchdog, a public status page, and an operational architecture designed to fail loudly rather than silently.

On SLA, our pricing page says something I am proud of precisely because it is unusual: a contractual uptime SLA is offered to Enterprise once availability monitoring is in place — meaning we refuse to sign an SLA we cannot yet measure honestly. There is a published SLA page defining the intended terms. The roadmap sequence is: availability monitoring hardened, then contractual SLA at Enterprise, then support-tier commitments with defined response times as headcount or partner coverage arrives. Time-zone-correct rendering, by the way, is already handled platform-wide — the internationalisation layer formats dates, times and numbers per locale — so your Munich and Bangalore teams each see their own local reality.

The compensating control for one-person coverage is architectural: self-serve trial, self-serve checkout, in-product diagnostics and documentation mean the product resolves most of what a support queue normally absorbs. And the channel-partner layer exists in code partly for this reason — regional partners become regional support coverage as the footprint grows. What I ask a design partner to accept is founder-grade support with honest hours, in exchange for founder-grade responsiveness no enterprise vendor will ever match.