SLA & Escalation Matrix
Our commitment to service quality and our process for handling issues that require escalation.
Service Level Agreement
Uptime Guarantee
Service Level Uptime Guarantee Credit
Standard 99.9% 10% monthly credit
Premium 99.95% 25% monthly credit
Enterprise 99.99% 50% monthly credit
Response Time Commitments
Critical
Service completely unavailable
Response: 15 minutes High
Major functionality impaired
Response: 1 hour Medium
Minor functionality issues
Response: 4 hours Low
General questions
Response: 24 hoursEscalation Matrix
Level 1
Technical Support
Initial contact for all support requests. Available 24/7 via chat, email, and phone.
0-30 minutesLevel 2
Senior Engineer
Complex technical issues requiring advanced troubleshooting and expertise.
30 min - 2 hoursLevel 3
Technical Lead
Infrastructure-level issues or persistent problems requiring architectural review.
2-4 hoursLevel 4
Management
Service-impacting issues or unresolved matters requiring executive attention.
4+ hours