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Support commitments — Keryx for SafeCall ​

Status: DRAFT — not counsel-reviewed · 25 August 2026Planned public URL: {public_base}/keryx/support (not yet published)Owner: Thomas Minitsios (sourcectl)

This draft states how sourcectl supports Keryx for SafeCall. It matches the P0-05 support class. Monitored mailbox, phone, and final public base URL remain in controlled records and are filled when #107 publishes this page.

1. Channel ​

  • Keryx uses the existing SafeCall support channel.
  • There is no standalone Keryx mailbox, public status page, 24/7 desk, or emergency-dispatch SLA.
  • Escalation uses the SafeCall account path and internal tracking (for example GitLab), not a separate consumer help center.

2. Hours and response targets ​

CommitmentLaunch class
HoursCzech business hours, Monday–Friday, CET/CEST
First responseNext business day for ordinary supported contacts
Supported-tier core-path incidentsSame-business-day acknowledgment by the go/no-go owner (Thomas Minitsios) when reported through the SafeCall channel

These are support process targets, not guaranteed alert-delivery times.

3. What support covers ​

  • Store install and QR scan-on-own-device provisioning questions that do not require ordinary administrators to configure ntfy topics manually
  • Permission recovery (camera, notifications)
  • Pause/resume, reset, and replacement-device guidance
  • Delivery troubleshooting within the approved Android/iOS architectures and documented OEM limits
  • Pointing administrators to revoke/offboarding steps when a device is lost or staff leave

Administrator handbooks remain #120 and #121.

4. What support does not cover ​

  • Treating Keryx as a certified emergency or medical service
  • Guaranteeing delivery through force-quit, Focus/DND, offline devices, expired ntfy cache, or misconfigured client upstream
  • Performing client ntfy ACL/token/upstream setup as part of ordinary administrator onboarding (deployer checklist is #119)
  • Unsupported OEM tiers or platforms outside the P0-04 matrix

5. Privacy in support tickets ​

Do not paste subscribe_auth, APNs/FCM tokens, or unnecessary raw ntfy JSON into tickets. Redact secrets. Intake redaction process ownership continues under #132.

6. Languages ​

Public support materials for launch require English and Czech parity. Czech DRAFT below; counsel review and HTTPS publication remain open.

7. Change control and monitoring ​

  • Change-control owner: Thomas Minitsios
  • After public publication, the same owner (via the SafeCall support channel) monitors that the support URL remains reachable and consistent with store metadata
  • Material changes to hours, channel, or commitments update this draft before store submission

8. Related drafts ​

Czech (DRAFT) ​

Stav: NÁVRH — neověřeno právníkem · 26. srpna 2026

1. Kanál ​

  • Keryx používá existující kanál podpory SafeCall.
  • Není samostatná schránka Keryx, veřejná status stránka ani nouzová linka 24/7.

2. Hodiny a odezva ​

PoložkaZávazek
Hodinyčeská pracovní doba, pondělí–pátek, CET/CEST
Cíl odezvybest effort během pracovní doby; není garance doručení upozornění

3. Co podpora řeší / neřeší ​

Podpora pomáhá s instalací Keryx, QR zprovozněním a diagnostikou aplikace. Neprovádí běžnou konfiguraci ntfy ACL/tokenů za klienta ani nezaručuje doručení upozornění. Do tiketů nevkládejte subscribe_auth ani surové ntfy JSON.