Service-Level Agreement (SLA)
Channels & Initial Response Targets
| Channel | Availability | Initial Response |
|---|---|---|
| Support Portal Ticket | 24 × 7 | P1: < 1 h • P2: 4 h • P3: 1 BD |
| Live Chat | 9 am – 6 pm EST, Mon-Fri | < 5 min |
| Phone (enterprise plans) | 9 am – 6 pm EST | Immediate / voicemail < 15 min |
Severity Definitions
- P1 – Critical: Service unreachable, data loss
- P2 – High: Major function degraded, no workaround
- P3 – Normal: Minor bug, usage questions
Resolution Targets
- P1 — continuous work until workaround or fix ≤ 24 h
- P2 — fix within 3 business days
- P3 — next development sprint / 14 business days
Escalation Path
Tier-1 Support → Duty Manager → CTO.
Customer Responsibilities
- Provide clear replication steps, screenshots, or logs
- Maintain secure access credentials and current contact information
Ready to Work, Let's Chat
Our team of experts is ready to collaborate with you every step of the way, from initial consultation to implementation.