011. Support Availability
Standard support is available Monday through Friday, 9:00 AM to 6:00 PM in the client's primary operating time zone, excluding public holidays observed in the delivery location.
Clients on an enterprise retainer may contract for extended or 24/7 coverage; the specific hours are documented in the applicable statement of work.
022. Response Time Commitments
Critical issues (production outage, security incident, data loss risk) receive an initial response within 2 business hours.
High-priority issues (major feature degraded, no workaround) receive an initial response within 8 business hours.
Standard requests (minor bugs, enhancement requests, general questions) receive an initial response within 2 business days.
033. Uptime Commitment
For infrastructure we directly manage on a client's behalf, we target 99.9% monthly uptime, excluding scheduled maintenance windows communicated at least 48 hours in advance.
Uptime is measured against the hosting provider's own reporting; we are not responsible for outages caused by third-party infrastructure, DNS providers, or upstream services outside our control.
044. Escalation Path
Issues that are not resolved within the target response window can be escalated to the account's assigned technical lead, and subsequently to the engagement's executive sponsor if needed.
055. Exclusions
This SLA does not cover issues caused by changes made outside our team, third-party service outages, force majeure events, or use of the delivered system outside its documented scope.