Support Policy

Standard business hours: Monday–Friday, 9:00 AM – 6:00 PM Eastern Time, excluding U.S. federal holidays. Critical-severity coverage is provided 24×7 for enterprise and government engagements with an active production subscription.

• Severity 1 — Critical: Production down or major functionality unavailable. Initial response: within 1 hour, 24×7.
• Severity 2 — High: Significant impairment with no reasonable workaround. Initial response: within 4 business hours.
• Severity 3 — Medium: Partial or non-critical impairment with a workaround. Initial response: within 1 business day.
• Severity 4 — Low: Questions, feature requests, and cosmetic issues. Initial response: within 2 business days.

If a case is not progressing to your satisfaction, request escalation from your named support contact (enterprise / government) or reply to your ticket with "Escalate". Engineering leadership is notified for all Severity 1 cases automatically.

• Email: support@nistatech.com
• Enterprise & Government: dedicated channel provided in your onboarding packet.
• Security incidents: security@nistatech.com

• Product defects, unexpected behavior, and configuration guidance.
• Best-practice recommendations within documented feature sets.
• Assistance with authentication, entitlement, and access issues.

• Custom development or bespoke integrations outside the engagement statement of work.
• Third-party products not supplied or contractually supported by NISTA.
• Issues arising from customer misconfiguration outside our documented guidance.