Four channels. Four named owners. Four SLAs.

Direct Channels

Each channel has a named owner, a routing path, and a committed SLA

Send a Message

Every field required except where noted · routed to the owner of the selected channel

Response Contract

The SLA the team holds itself to : measured from intake, not from triage

First response (Sales)

< 4 business hours

First response (Support)

< 1 business hour

First response (Security)

< 24 hours

First response (Press)

< 2 business days

Escalation to engineer

< 30 min (Enterprise)

Named-owner handoff

100% of inbound

Data retention

0 bytes after resolution

Offices

Four time zones, one mesh : each office owns a channel discipline

Routing Flow

From inbound message to named-owner resolution

[inbound message]
      |
      v
+----------------+   triage   +-------------------+
|  INTAKE  (T0)  |----------->|  CLASSIFY  (T1)   |  channel + severity
+----------------+            +-------------------+
      |                              |
      | named-owner match            | sla timer starts
      v                              v
+----------------+   handoff  +-------------------+
|  OWNER   (T2)  |<---------->|  RESPOND   (T3)   |
+----------------+            +-------------------+
      |                              |
      +--------------+---------------+
                     v
            +------------------+
            |  RESOLVE  (T4)   |  -> archive + zero-retention
            +------------------+