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Engineering/Status and SLA.md

Status and SLA Status page: https://status.acme.example (subscribe for email/RSS alerts). Uptime target for Cloud: **99.9% per calendar month** (~43 min budget), excluding scheduled maintenance (announced 7 days ahead, Sundays 02:00–04:00 Europe/Berlin).

Engineering/Status and SLA.md

Status and SLA > Credits Uptime target for Cloud: **99.9% per calendar month** (~43 min budget), excluding scheduled maintenance (announced 7 days ahead, Sundays 02:00–04:00 Europe/Berlin). If we miss the target, Business plans get 10% credit automatically; other plans on request within 30 days. Outages are acknowledged within 1 hour — see Contact and support hours.

Support/Security and compliance.md

Security and compliance - **SOC 2 Type II** audited yearly; report available under NDA via sales@acme.example. - **GDPR**: data hosted in Frankfurt (eu-central-1), DPA available on request. - Encryption: TLS 1.2+ in transit, AES-256 at rest. Backups encrypted and kept 30 days. - Subprocessors: AWS (hosting), Resend (transactional email). Full list in the DPA. - No passwords or API tokens ever by …

Products/Pricing and discounts.md

Pricing and discounts Cloud prices are per user per month: **Starter $9, Team $19, Business $39**. Annual billing saves **20%** (charged up front).

Products/Pricing and discounts.md

Pricing and discounts > Discounts Pricing and discounts Cloud prices are per user per month: **Starter $9, Team $19, Business $39**. Annual billing saves **20%** (charged up front). - Annual commitment: 20% off (automatic at checkout). - Non-profits / education: extra 10% with proof of status. - Custom / volume quotes (100+ seats): sales prepares them; approval rules are in Escalations and ap…

Products/Catalog.md

Product catalog > Acme Tracker (Cloud) | Plan | Price (per user / month) | Projects | Storage | Support | | --- | --- | --- | --- | --- | | Starter | $9 | 5 | 10 GB | standard (1 business day) | | Team | $19 | unlimited | 100 GB | standard (1 business day) | | Business | $39 | unlimited | 1 TB | priority (4 business hours) | Annual billing saves **20%** on all plans. Non-profits and schools get …

Products/Catalog.md

Product catalog > Acme On-Prem Non-profits and schools get an extra 10% — write to sales@acme.example. Details in Pricing and discounts. Single-tenant install, €4,900/year base (up to 50 users), then €49/user/year. Includes email support and security patches. Custom quotes need approval — see Escalations and approvals.

Company/Overview.md

Company overview > Acme Cloud — Company overview Acme Cloud sells hosted project tracking for small engineering teams. Two products: - **Acme Tracker** — hosted issue tracker (Cloud plans: Starter, Team, Business). - **Acme On-Prem** — same tracker as a single-tenant install for regulated customers. Support is email-first at support@acme.example. See Contact and support hours for hours and resp…

Company/Contact and support hours.md

Contact and support hours > How to reach us - Support: support@acme.example (preferred, creates a ticket automatically) - Sales: sales@acme.example - Phone (urgent outages only): +1-555-0142, Mon–Fri 09:00–17:00 Europe/Berlin

Company/Contact and support hours.md

Contact and support hours > Hours and response times Support hours are **Mon–Fri, 09:00–17:00 Europe/Berlin**. Emails outside hours are answered next business day. - Standard plans: first response within **1 business day**. - Business plan: first response within **4 business hours** during support hours. - Outage reports (see Status and SLA): acknowledged within **1 hour**, any plan. When writi…

Support/FAQ.md

Frequently asked short answers > Do you have a free trial? Yes — 14 days, no card required, all Team-plan features. It converts to Starter unless you pick otherwise.

Support/FAQ.md

Frequently asked short answers > I lost my license key, what now? Frequently asked short answers > Do you have a free trial? Yes — 14 days, no card required, all Team-plan features. It converts to Starter unless you pick otherwise. Keys live in **Settings → License** and in the original order email. We resend to the owner's address within 1 business day.