Public Documentation
Lawie Docs
Support and Incident Response
Self-service guidance, safe support intake, severity triage, escalation, and public incident communication.
Before contacting support
- Search the Help Centre and check Status.
- Record the time, tenant, affected feature, expected result, actual result, request or correlation ID, and safe reproduction steps.
- Remove document content, secrets, API keys, personal data, and privileged material from the first message.
Contact routes
Product support: support@lawielabs.com
Security or abuse: security@lawielabs.com
Privacy requests: privacy@lawielabs.com
Use the support channel and entitlement stated in your order form when one is provided. There is no public Slack support channel.
Severity and initial-response targets
These are default triage objectives during staffed business coverage, not a public SLA. Executed support terms, coverage hours, exclusions, and response commitments prevail.
| Severity | Definition | Target |
|---|---|---|
| P1 — Critical | Production service unavailable, confirmed security incident, or widespread loss of a critical workflow. | 1 business hour |
| P2 — High | Major feature unavailable or severe degradation with no reasonable workaround. | 4 business hours |
| P3 — Normal | Limited defect, integration issue, or product question with a workaround. | 1 business day |
| P4 — Low | How-to question, documentation correction, or feature request. | 2 business days |
Incident communication
Verified service-impact updates are published on the portal Status page. Active incidents should move through investigating, identified or mitigating, monitoring, and resolved states. A post-incident review is published when the impact warrants one and disclosure does not create security or confidentiality risk.
For a confirmed personal-data breach, Lawie follows the executed DPA and applicable law. Public status updates do not replace direct contractual or regulatory notifications.