Support Process & SLA
Illustrative service levels shown for evaluation. Final service levels are set by the executed contract.
How to open a support ticket
- Submit a request through the support portal or by email.
- You receive a ticket number and an acknowledgement.
- The request is triaged by severity and routed to an engineer.
- You are updated through resolution and closure.
Response targets (illustrative)
| Severity | Example | Response | Target resolution |
|---|---|---|---|
| 1 — Critical | Site or login unavailable | 30 minutes | 4 hours |
| 2 — High | Feature broken, no workaround | 2 business hours | 1 business day |
| 3 — Normal | Minor issue or question | 1 business day | 3 business days |
| 4 — Low | Enhancement request | 2 business days | Scheduled |
Uptime target: 99.9% monthly. Backups run daily with a documented restore procedure under four hours.