01
Severity definitions
Severity 1 — production is down or unusable. Severity 2 — major degradation, but core function still working. Severity 3 — minor issue with workaround. Severity 4 — feature request or question.
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SLA & Support
What we commit to and how we respond
Three support tiers tied to your plan. Response times are commitments, not aspirations.
1 hour
Severity-1 (Enterprise)
99.9%
Managed-cloud uptime SLO
Monthly
Patch releases
Out-of-band
Security patches as needed
02
Response times
Response time = time from your written ticket to our acknowledgement, by qualified engineer. Resolution time depends on severity and complexity but is targeted and tracked per ticket.
- Starter — Sev-1: 1 business day · Sev-2: 2 BD · Sev-3: 5 BD · email only
- Professional — Sev-1: 4 business hours · Sev-2: 1 BD · Sev-3: 3 BD · phone + WhatsApp
- Enterprise — Sev-1: 1 hour · Sev-2: 4 hours · Sev-3: 1 BD · 24×7×365 with named engineer
03
Update cadence
Patch releases monthly. Minor releases quarterly. Major releases yearly. Security patches out-of-band as needed. Always backwards compatible within a major version.
04
Managed-cloud uptime
If you're on our managed cloud, we commit to a 99.9% monthly uptime SLO. Credits apply for breaches per the schedule in the signed agreement. Self-hosted deployments depend on your own infrastructure SLA.
05
What support covers
Bugs, configuration help, version upgrades, deployment troubleshooting, integration questions, and emergency restoration. Doesn't cover: writing custom code on your behalf, third-party system issues, or capacity planning beyond your existing licenses (we'll quote those separately).
06
Escalation path
Sev-1 tickets escalate automatically to a founder if unacknowledged within the response window. We've never missed one in production.