SLAs & Support
Enterprise support you can depend on.
P1 response in 1 hour, 99.9% uptime SLA, dedicated account management, and quarterly business reviews — for every enterprise engagement.
Response SLAs
Every priority tier, clearly defined
P1 — Critical
System down or data loss affecting production workloads.
1 hour
Response
4 hours
Resolution
P2 — High
Major feature unavailable; significant business impact.
4 hours
Response
24 hours
Resolution
P3 — Medium
Feature degraded; workaround available.
1 business day
Response
5 business days
Resolution
P4 — Low
Minor issue or enhancement request.
2 business days
Response
Next release
Resolution
Enterprise Support
What's included in every engagement
99.9% Uptime SLA
Infrastructure SLA with monthly reporting and credit mechanism.
Dedicated Account Management
Named account manager for every enterprise engagement.
Quarterly Business Reviews
Structured QBRs with roadmap alignment and ROI tracking.
24/7 Monitoring
Round-the-clock infrastructure and AI system monitoring.
Escalation Paths
Documented escalation to engineering leadership for P1/P2 incidents.
Knowledge Base
Self-serve documentation, runbooks, and integration guides.