Help, onboarding, and incident reporting

Onboarding overview

Subscribe through AWS Marketplace, then click the registration URL provided by AWS. You will be redirected to /signup with a single-use registration token that links your AWS Marketplace customer record to your TaskFlow account.

After registration, the workspace setup wizard guides you through creating your first project. Shared infrastructure is enabled by default; Dedicated Deployment is available as an optional path under Settings → Database.

For Dedicated Deployments, you can supply VPC, subnet, security group, and IAM credentials any time after signup from the Settings page. TaskFlow validates the configuration against AWS before provisioning resources via Terraform.

Support channels and response times

General product support: support@skygrid.app — first response within one business day for the Free plan, four business hours for Pro, and one hour for Enterprise during business hours.

Billing and AWS Marketplace subscription questions: billing@skygrid.app.

Enterprise escalation: enterprise@skygrid.app — also reachable through your named account contact when one is assigned.

Security incident reporting

Suspected vulnerabilities or security incidents should be reported to security@skygrid.app. Encrypted communications are available on request.

Confirmed material incidents affecting Customer Data are communicated to affected customers without undue delay and consistent with applicable law. Status updates are posted on the security advisory page during active incidents.

Service-level overview

TaskFlow targets 99.9% monthly uptime for the Shared deployment, measured by external monitoring. Scheduled maintenance windows are announced at least seventy-two (72) hours in advance.

Enterprise plans may include a contractual SLA with service credits; the terms of any such SLA are set in the order form.

AWS Marketplace billing and disclosures

When you subscribe through AWS Marketplace, fees for the TaskFlow Service are billed to your AWS account by AWS. Pricing dimensions are listed on the Marketplace listing and reproduced in this codebase at lib/marketplace/pricing.ts.

Dedicated Deployment uses AWS resources in your own AWS account (VPC, ECS, ALB, RDS, S3, etc.). Those resources accrue separate AWS charges that are billed to your AWS account independent of the TaskFlow subscription. TaskFlow does not mark up customer AWS costs.

Architecture summary

Shared deployment: TaskFlow operates a multi-tenant Service in TaskFlow’s AWS account. Customer data is logically separated by tenant. Backups, secrets, and operational controls are managed by TaskFlow.

Dedicated Deployment: a single-tenant stack is deployed via Terraform into the Customer’s AWS account. The stack typically includes a VPC (existing or created), an Application Load Balancer, ECS cluster and services, an S3 bucket for build artifacts, DynamoDB for runtime metadata, and optional RDS / ElastiCache. The Customer-managed PostgreSQL database is attached via the BYOD flow.

AWS access used during validation and provisioning is encrypted at rest, scoped to the actions required by Terraform, and never logged in plaintext.