LoginBook Technical Discussion
Operational Engineering Assistance

Operational Support Philosophy

RuntimeHQ is built for operational reliability during outages and maintenance events affecting customer-facing applications. Support interactions aim to be calm, responsive, technically clear, and operationally focused.

✓ Calm SRE response✓ Factual status reviews✓ Clear escalation paths✓ Shared operational responsibility

Support Channels

General Support

[email protected]

For onboarding assistance, integration questions, operational guidance, runtime-state workflow clarification, and SDK/API support.

Solutions Architecture

[email protected]

For customized integration guidance, regional architecture design, multi-region failover protocols, and custom SLA consultations.

Security Contact

[email protected]

For vulnerability disclosure, authentication/security concerns, and operational security questions.

Support Response Targets

Critical Severity

Within 4 Hours

Critical Operational Issues

Examples: runtime-state API unavailability, production-impacting operational failures, and inability to activate runtime state.

High Severity

Within 1 Day

High Priority Issues

Examples: degraded dashboard behavior, sandbox configuration errors, and non-blocking integration failures.

Normal Severity

Within 2 Days

General Support Requests

Examples: onboarding questions, SDK guidance, implementation clarification, and documentation feedback.

Incident Escalation Path

Operational Escalation

Production-impacting operational concerns may be escalated internally based on runtime-state delivery impact, operational severity, customer-facing production impact, or API availability degradation.

Escalation Priorities

During escalations, the SRE response engineering team prioritizes:

1. API State Continuity
2. Operational Consistency
3. Recovery Visibility
4. Audit History Integrity

Customer Communication

Customers receive factual updates during major service disruptions, specifying the operational impact summary, mitigation progress, current recovery status, and exact expected timing for the next update.

Operational Contact Expectations

Technical Contact Expectations

Organizations are expected to maintain at least one operational administrator, a valid operational support contact, and reachable technical ownership for their active production integrations.

Approved Access

Operational access is restricted to approved organizational email domains and authorized operational administrators to protect integration pipelines.

Shared Operational Responsibility

Customer Responsibility
  • Secure SDK implementation
  • Customer-facing banner rendering
  • Operational messaging review
  • Application fallback behaviors
RuntimeHQ Responsibility
  • Runtime-state edge delivery
  • Centralized operational visibility
  • Operational audit history
  • Propagation infrastructure

Documentation & Integration Support

We provide a comprehensive range of integration materials to ensure seamless and reliable setups:

• React integration examples• React Native integration examples• Next.js integration examples• Runtime-state JSON schemas• API integration guidance• Failure handling recommendations• Caching behavior guidance

Planned Support Evolution

Our support coverage and technical workflows will continue to expand:

• Priority enterprise support• Dedicated onboarding SREs• Architecture reviews• Shared post-incident sessions• Expanded support windows
FAQ

Reliability Support FAQ

Review disclosures regarding onboarding assistance, active channels, and our escalation response workflows.

How do I contact RuntimeHQ support?
RuntimeHQ support can be reached at: [email protected]
Does RuntimeHQ provide emergency operational support?
RuntimeHQ provides operational support for production-impacting issues according to support availability and operational severity.
What support channels does RuntimeHQ provide?
RuntimeHQ currently provides: • email-based support • operational onboarding discussions • technical architecture discussions
Does RuntimeHQ provide onboarding assistance?
Yes. RuntimeHQ provides guided onboarding and technical integration assistance during evaluation and production onboarding.
Does RuntimeHQ support enterprise onboarding?
Yes. RuntimeHQ supports guided enterprise onboarding discussions for operational implementation planning.
Can RuntimeHQ help with SDK integration?
Yes. RuntimeHQ provides documentation and integration guidance for frontend SDKs and runtime-state APIs.
How fast does RuntimeHQ respond to support requests?
Response times depend on issue severity and operational impact. Critical production-impacting issues are prioritized.
Does RuntimeHQ provide phone support?
RuntimeHQ primarily operates through structured operational email support workflows.
Can RuntimeHQ support custom operational workflows?
Enterprise operational requirements and implementation discussions may be evaluated during technical discussions.
Reliable Support

Centralize operational controls securely

Connect your platforms with reliable edge state controls. Set up a dedicated technical discussion to discuss regional architectures, replication metrics, and SLA coverage.

Architecture: [email protected]

Book technical discussion

No sales pitch. Connect directly with our platform SREs to evaluate integration feasibility.

runtimehq-sre-shell
$ echo $SRE_EMAIL
[email protected]
Recommended Context

To help us prepare for our discussion, please share some context on your current outage banner workflow, such as:

  • Hardcoded banner deployments
  • Toggling CMS content manually
  • Editing feature flags during active incidents
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