§ 00Support
Support
How to reach us, how quickly we respond, and what happens when an issue needs more than a first answer.
§ 01Get help
How to get help
- In the Govera app: open Support from the sidebar and submit a ticket. You receive an automatic acknowledgment by email with your ticket details.
- By email: support@govera.co
- Emergency line (Critical issues): [number]
Escalation path
- Govera support
- Engineering lead
- Executive
If an issue is not moving at one level, it goes to the next.
§ 02Response times
Response and restoration targets
| Severity | First response | Restoration target | Updates |
|---|---|---|---|
| CriticalSite down or data inaccessible | 1 hour, 24/7 | 4 hours | Hourly |
| HighMajor feature broken, no workaround | 4 business hours | 1 business day | Daily |
| NormalFeature impaired, workaround exists | 1 business day | 5 business days | Weekly |
| LowQuestion or cosmetic issue | 2 business days | Next release | On resolution |
Business hours and business days are in US Central time.
§ 03Maintenance
Scheduled maintenance
Scheduled maintenance runs Sundays from 04:00 to 05:00 UTC. Live status and uptime history are on the status page.
§ 04Accessibility
Accessibility conformance report
Govera's VPAT 2.5 (WCAG 2.1 A and AA) is a self-assessment completed in October 2026, not a third-party audit. Request a copy at support@govera.co.