Talk me through your escalation matrix. A user hits a bug, it is not an outage but it is blocking their board meeting prep — what is the path and the clock?

The full executive answer

The entry points are deliberately few and well-lit: in-product concierge for how-do-I questions, care@vouliiq.com for standard support with a one-business-day first-response target, the named-contact channel for founding and enterprise customers with a four-business-hour target, and security@vouliiq.com — published in our security.txt — for anything security-shaped, acknowledged within one business day. Blocking-but-not-outage issues from a founding customer land in the priority channel.

The clock and the path: first response within the tier target, then triage. If the issue is a defect, it enters the same pipeline every code change goes through — and this matters operationally: our CI gate runs type-checking, linting, 344 test suites with about 3,577 tests, and a production build on every push, with merges to main auto-deploying. That means a verified fix can safely reach production within hours of diagnosis, not in a monthly release window. If the issue turns out to be an incident, it flips into the incident lifecycle with status-page disclosure.

Honest current state: every escalation today terminates at me — I am L1, L2 and L3, which has the perverse advantage that nothing gets lost between tiers, and the obvious disadvantage of bus-factor, which we discussed. The roadmap formalises this into a real L1/L2/L3 matrix with defined severity levels and response times per severity as the support hires land. For your board-meeting scenario specifically: a founding customer with a blocked board prep gets me, live, same day.