Support Policy
SkyState support is available through support@skystate.io for all subscription tiers. Pro customers use the same address; their requests have the Pro response target.
SkyState aims to respond to customer support requests within 3 business days. Pro customers have a faster 1 business day target. Response windows are targets for initial human response, not contractual service-level agreements. SkyState does not currently offer a service-uptime SLA, uptime credits, or a public status-page commitment.
Support by Tier
| Tier | Support channel | Response target |
|---|---|---|
| Free | support@skystate.io, public documentation, and self-service resources | 3 business days target |
| Hobby | support@skystate.io, public documentation, and self-service resources | 3 business days target |
| Pro | support@skystate.io | 1 business day target |
Business days are Monday through Friday, excluding weekends and holidays.
In Scope
Support covers:
- account access issues
- billing, subscription, and tier-change questions
- resource limits, metering, and usage questions
- SkyState console, CLI, SDK, and HTTP API issues
- documentation questions or corrections
- suspected SkyState defects
- security reports sent to
support@skystate.io - customer-impacting incidents reported through
support@skystate.io
Billing, security, abuse, and incident reports should all be sent to support@skystate.io until separate contact paths are published.
Refund Requests
Send refund requests to support@skystate.io and include your account email, charge date, and reason for the request. SkyState aims to respond within 3 business days. Refunds may be granted for duplicate or erroneous charges, paid-service unavailability caused by SkyState, or where required by applicable law. Refunds are not normally granted for used subscription periods, quota exhaustion, customer implementation issues, or cancellation after renewal. Transactions processed through Creem are refunded by Creem under its procedures and applicable law.
Out of Scope
Support does not include:
- custom application design or implementation work
- debugging unrelated third-party services, infrastructure, or client applications
- writing or reviewing customer application code
- guaranteed fixes, delivery dates, or feature commitments
- weekend, holiday, or after-hours response commitments
- contractual SLAs, uptime credits, or status-page commitments