Support and contact

You are a NetWit platform operator. This page covers the channels that exist today, the runbooks we have, and how to escalate. If you are a customer looking for support, see the Business support page.

Where to reach the team

• Email — primary: hello@netwit.ca. This is the inbox that monitors platform alerts, customer support, and general questions. Use this for everything unless noted below.
• Security reports: security@netwit.ca. Used for vulnerability reports and security incidents. Triage within 24 hours.
• Billing / invoices: billing@netwit.ca. Plan changes, refund questions, invoice corrections.
• Phone (NetWit main): +1-604-206-8169. Mon–Fri 9am–5pm Pacific. The same number shown to customers on the marketing site.

Incident response today

There is no formal on-call rotation or paging system yet. When Cloudflare Workers Analytics or a D1 health check fires, alerts are delivered by email to hello@netwit.ca. The team triages from there.

If you need to escalate something urgent that has not been picked up:

• Email hello@netwit.ca with subject prefix [P1] or [P2] so it stands out in the inbox.
• Call the NetWit main number during business hours. After hours, send the email and the on-call person will respond when they can.

The plan is to add a proper PagerDuty + Better Stack rotation when the platform crosses ten paying tenants. Until then, keep the runbooks short and the response expectations honest.

Runbooks

Runbooks are stored in this docs site (not Notion) so they are version-controlled and accessible to anyone with admin access. They are intentionally brief.

• API worker down — check the Cloudflare dashboard for the bookflow-api worker. If the worker is throwing, roll back to the last known-good deploy with wrangler rollback. If Cloudflare is the issue, post on cloudflarestatus.com and wait.
• D1 unavailable — D1 is region-pinned. If the region is down, Cloudflare re-routes. There is no manual failover. The API will return 5xx for the duration; the dashboard will show a banner. Communicate to affected tenants via email.
• Migration rollback — wrangler d1 migrations apply bookflow --remote --direction down from the api directory. Always run with --dry-run first and confirm with a second engineer.
• Suspending a tenant for fraud — set status = "suspended" on the tenant, void any open bookings, refund deposits via Stripe dashboard, then add an entry to the audit log.
• Impersonating a tenant — supported only for Pro and Enterprise tiers and only with a written reason in the audit log. Use the admin console impersonation button, never share your own credentials.
• Rotating the JWT secret — quarterly. Update the Cloudflare Worker secret, redeploy, and accept up to 1 hour of token revalidation. Plan a maintenance window.

Status page

BookFlow does not currently run a public status page. The marketing site has a /status/ page that shows the current health of the API and the dashboard by pinging them. It is not customer-facing yet; do not promise it to tenants.

When a real incident affects customers, the fastest path today is to email all affected tenants directly and post a banner on the marketing site.

Postmortems

Every P1 or P2 incident gets a short postmortem within five business days. The format is plain Markdown, stored in the /workspace/bookflow/POSTMORTEMS/ directory in the platform repo. Link it from the changelog.

Security incident response

• Email: security@netwit.ca. This is monitored by the security lead personally.
• Coordinated disclosure: we commit to a 90-day disclosure window. We do not pursue legal action against good-faith research.
• Data breach protocol: if customer data has been confirmed accessed by an unauthorized party, notify affected tenants within 72 hours (GDPR requirement), and prepare a public statement for the marketing site.

Team directory

BookFlow is built and operated by the NetWit core team. As of writing, the people involved are:

This page will be updated as the team grows. If you are reading this and the team has more than three people on it, please add them.