SLA

Our support team provides multi-tier assistance to ensure all customer requests are addressed according to their complexity and urgency.

The SLA represents the maximum response time for each support level.

Support Levels and Response Times

Support Level	Availability	First Response	Business Hours Resolution Time	After Hours Resolution Time	Weekends Resolution Time	Scope
Urgent (Paid)	24/7	5 minutes	15-60 minutes	15-60 minutes	15-60 minutes	Critical escalated issues, immediate resolution required
Level 1	24/7	5-15 minutes	Up to 30 minutes	Up to 30 minutes	Up to 30 minutes	Basic technical support, general inquiries, common issues
Level 2	Per schedule	5-15 minutes	1-2 hours	6-8 hours	Up to 12 hours	Complex technical issues, configuration problems, advanced troubleshooting
Level 3	Per schedule	5-15 minutes	Up to 12 hours	12-24 hours	24-48 hours	Critical infrastructure issues, escalated problems, engineering-level support
Datacenter Support	Per schedule	5-15 minutes	1-2 hours	4-8 hours*	8-10 hours*	Physical hardware interventions, on-site datacenter operations

Business Hours: Monday-Friday, 9 AM - 6 PM
After Hours: Monday-Friday, 6 PM - 9 AM
Weekends: Saturday and Sunday

*Datacenter Support after hours and weekend response times may vary depending on location

Below are examples of how we classify requests by support level. This list is not exhaustive.