> ## Documentation Index
> Fetch the complete documentation index at: https://vlyai-1c28d863.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Escalation

> For urgent production issues on Business and Enterprise tiers.

For paid plans, urgent production issues — site down, payments broken, data loss — escalate via the appropriate channel.

## Business plan

Email [urgent@vly.ai](mailto:urgent@vly.ai) with **\[URGENT]** in the subject line. Include:

* Workspace ID and project ID.
* One-line problem statement.
* Business impact (e.g., "checkout broken; \~\$X/min in lost revenue").
* Steps to reproduce.

We aim to respond within 1 hour during business hours; on-call response within 4 hours otherwise.

## Enterprise plan

Use your dedicated Slack channel or call your CSM directly. SLAs are per-contract — typically 1 hour 24/7.

## What counts as "urgent"

* **Production app down or returning errors to all users**.
* **Payments broken** (charges failing, webhooks dropping).
* **Data loss or visible data corruption**.
* **Security incident** (suspected breach, leaked secret).

What doesn't:

* Feature requests.
* Bugs that affect a small subset and have a workaround.
* Questions about how to use vly.

For non-urgent items, use the standard [support channel](/troubleshooting/contacting-support).

## During an incident

If we're aware of an issue, we post on [status.vly.ai](https://status.vly.ai) and email workspace owners. Check the status page first — it may tell you what we already know.

## Related

<CardGroup cols={3}>
  <Card title="Contacting support" icon="life-buoy" href="/troubleshooting/contacting-support">
    Standard channels.
  </Card>

  <Card title="Status page" icon="activity" href="https://status.vly.ai">
    Live status.
  </Card>

  <Card title="Security overview" icon="shield" href="/security/overview">
    Security incident reporting.
  </Card>
</CardGroup>


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