Service Level Agreement
Clear commitments, in plain English
Our SLAs spell out exactly what response and uptime you can expect at each tier — and we only ever promise a level we can actually meet.
Support tiers
Five tiers, mapped to your plan
| Tier | Plan | Coverage | P1 response | Uptime |
|---|---|---|---|---|
| Standard | Essential | Business hours (8×5) | < 1 hour | 99.9% |
| Enhanced | Growth | 12×5 + out-of-hours on-call for P1 | < 30 min | 99.9% |
| Premium | Pro / Business | 24×7×365 | < 15 min | 99.9%+ |
| Enterprise | Critical | 24×7 + dedicated TAM + service credits | < 15 min | 99.95%+ |
| Mission-Critical | Custom Estate | 24×7 dedicated + max credits | < 10 min | 99.95–99.99% |
Response targets
Response time by priority
| Priority | Standard | Enhanced | Premium | Enterprise | Mission-Critical |
|---|---|---|---|---|---|
| P1 — Critical (down / data loss) | < 1 hr | < 30 min | < 15 min | < 15 min | < 10 min |
| P2 — High (major degradation) | < 4 hr | < 2 hr | < 1 hr | < 30 min | < 30 min |
| P3 — Moderate | next bus. day | < 8 hr | < 4 hr | < 4 hr | < 2 hr |
| P4 — Low (request / question) | 2 bus. days | 1 bus. day | < 1 bus. day | < 8 hr | < 4 hr |
Service credits
On Enterprise and Mission-Critical tiers, missed SLAs and uptime breaches earn service credits against your monthly fee — accountability with skin in the game.
Maintenance windows
Planned maintenance is scheduled, notified in advance, and excluded from uptime calculations. We avoid your peak times.
Fair exclusions
SLAs exclude force majeure, customer-caused issues, and third-party outages outside our control — stated clearly, never used as a loophole.
Want the SLA that fits your risk?
Tell us how critical your systems are and we will recommend the right tier.