Support Policy

Last Updated: July 2026

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1. Support Tiers

We offer standard and premium support tiers. Standard support covers SaaS platform bugs and general inquiries. Premium support includes dedicated account managers, architectural guidance for AI integrations, and priority routing.

2. miniGCC and Development Support

For custom application development (Kafka, MuleSoft, Big Data, etc.) and miniGCC clients, support workflows, ticketing systems (e.g., Jira), and response times are defined in the specific Project Statement of Work (SOW).

3. Response Times

Severity 1 (Critical Outage): 1 Hour response.
Severity 2 (High Impact): 4 Hours response.
Severity 3 (General Query): 24 Hours response.

Contact Us

If you have any questions about this document or our services, please contact our legal team at legal@brrsoftwares.com.