Support targets, escalation paths, and reliability practices (plan-dependent)
We support enterprise systems with clear escalation paths and measurable targets. Final SLAs, uptime targets, and response times are defined in your signed support agreement or statement of work.
Targets vary by hosting model and support plan
Response targets vary by plan and severity
Response targets vary by plan and severity
Available based on hosting model and support plan
Clear response time commitments based on issue severity
The targets below are examples used for planning and can be formalized in your support agreement based on architecture, hosting, and operational requirements.
Submit issue via email, phone, or support portal
Issue assigned to technical team based on severity
If unresolved, escalated to principal engineer
Critical issues reviewed by company leadership
We perform regular maintenance to ensure optimal performance and security. All scheduled maintenance is communicated in advance.
Stay informed about system status, maintenance, and incidents through multiple channels.
Automated alerts for incidents and maintenance
Real-time system status and performance metrics
Critical incident notifications via text message
Dedicated support contact for enterprise clients
Let's discuss how our service commitments align with your requirements.
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