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Service Level Agreement tiers.

This page provides the public SLA structure for enterprise review. Exact response targets, support windows, and remedies are finalized in the signed proposal or managed service agreement.

TierConditionTargetHandling
Severity 1Critical production outageTarget response to be agreedEmergency escalation path
Severity 2Major workflow impairmentTarget response to be agreedPriority support queue
Severity 3Partial issue or requestBusiness-hours responseTracked service ticket
Severity 4Question or change requestPlanned responseRoadmap or scope review

Severity definition

Issue priority is based on operational impact, affected users, and business criticality.

Measured response

Response and resolution targets can be tied to support plan and contract scope.

Escalation path

Each critical workflow can have named escalation owners and documented handover.

Public targets are intentionally contract-neutral here, so the website does not overpromise before scope and coverage are confirmed.