Support SLA Tiers

Compare the Standard, Premium and Platinum service levels: response times, critical-issue handling, uptime commitments, support channels and SLA credits.

Standard

Initial response 8 Hours (Business Hours), critical issues in 4 hours, 99.9% uptime commitment, Business Hours support. Email support. Knowledge base access. Ticket portal. Monthly status reports.

Premium

Initial response 4 Hours (Extended Hours), critical issues in 1 hour, 99.95% uptime commitment, Extended Hours support. Priority email & phone. Dedicated account manager. Quarterly business reviews. Custom reporting. Training sessions.

Platinum

Initial response 1 Hour (Extended Hours), critical issues in 15 minutes, 99.99% uptime commitment, Extended Hours support. Priority emergency line. White-glove onboarding. Custom integrations support. Executive sponsor. SLA credit guarantees. On-site visits available.