Support Process & SLA
Service levels proposed by Cloud Recipe for this engagement. Business hours are Monday–Friday, 7:00 a.m.–5:00 p.m. Mountain Time, excluding district holidays; P1 response is 24/7. Final terms are confirmed in 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 priority and routed to an engineer.
- You are updated on the cadence below through resolution and closure.
Response and resolution targets
| Priority | Example | Response target | Update cadence | Resolution / restoration target |
|---|---|---|---|---|
| P1 Critical outage | Public site down, security incident, publishing blocked districtwide | 30 minutes, 24/7 | Every 60 minutes | Restore service or provide a workaround within 4 hours where within Cloud Recipe/platform control |
| P2 High | Major feature broken, one or more school sites impacted, urgent accessibility/publishing issue | 4 business hours | Daily until resolved | 1 business day target |
| P3 Normal | Content issue, training/help request, minor bug, configuration request | 1 business day | As needed | 3 business days target |
| P4 Enhancement | New feature, template change, integration improvement | 2 business days | Per agreed schedule | Scheduled by mutual approval |
Uptime target: 99.9% monthly. Backups run daily with a documented restore procedure under four hours. Every request is tracked in the work-order queue against these SLA targets, with overdue items flagged.