Response times depend on your service level and priority:
Semi-Managed SLA:
- Critical: 1 hour response, 4 hour resolution target
- High: 2 hour response, 8 hour resolution target
- Normal: 4 hour response, 24 hour resolution target
Fully Managed SLA:
- Critical: 15 minute response, 1 hour resolution target
- High: 30 minute response, 2 hour resolution target
- Normal: 1 hour response, 4 hour resolution target
Priority Levels:
- Critical: Complete service outage, data loss risk
- High: Major functionality impaired, significant performance degradation
- Normal: Minor issues, questions, optimization requests
Custom SLAs available for enterprise customers. Contact sales for details.