Support

Support channels, response expectations, escalation path, and pilot support boundaries for the Clinical Temporal Decision Engine.

Support Channels

Email Support

support@socialrightlabs.com

Primary support channel. Monitored during business hours.

GitHub

Bug reports and feature requests via GitHub Issues

github.com/SocialRightLabs/clinical-temporal-risk-engine

Documentation

Technical documentation, API reference, and architecture overview

Available in the GitHub repository and at api.socialrightlabs.com/docs

Response Expectations

Support is currently provided on a best-effort basis for pilot and evaluation users. Formal support tiers with defined response times are planned but not yet offered.

CriticalResponse within 2 business days (target, not guaranteed SLA)
GeneralResponse within 5 business days (target, not guaranteed SLA)
Feature RequestsReviewed during sprint planning — no timeline commitment

Escalation Path (Planned)

L1

Support Mailbox Triage

support@socialrightlabs.com — initial triage and categorization

L2

Engineering Team

Technical assessment and resolution by the development team

L3

Product Lead / Architecture Review

Escalation for complex issues requiring architectural or product decisions

L4

Executive Escalation

CEO/Founder review for critical, strategic, or contractual issues

Enterprise support with dedicated channels, priority response times, and named contacts is planned for enterprise-tier customers. These are not yet available.

Pilot Support Boundaries

During the current synthetic/pilot/readiness phase:

In Scope

  • Technical questions about pipeline architecture and FHIR ingestion
  • Setup and configuration guidance for evaluation environments
  • Documentation clarification and bug reports
  • API usage questions

Out of Scope

  • Clinical interpretation of outputs (clinical judgment is user responsibility)
  • Production deployment support (not yet available)
  • Regulatory compliance guidance
  • Custom guideline development (planned for enterprise tier)
  • Real patient data handling support

Demonstrations use synthetic data only. No real patient data is used in development, testing, or demonstration.

Not a medical device. Does not diagnose, treat, or prescribe.

Not HIPAA, FDA, SOC2, or ISO certified. Compliance program is planned.