Support & Service Levels
A defined support commitment.
Severity definitions, target response and resolution times, and the customer success cadence that surrounds the platform. Response targets below are business commitments; incident-specific SLAs are formalized in the MSA.
Support tiers
Three tiers, three response profiles.
| Tier | Hours | First response | Included with |
|---|---|---|---|
| Standard | Business hours (PH time) | 1 business day | Every deployment |
| Priority | Extended hours | 4 hours (Sev 1 & 2) | Enterprise deployments |
| Enterprise | 24×7 for Sev 1 | 1 hour (Sev 1) | Enterprise + named CSE |
Severity
How incidents are classified.
Severity 1
Production is down for the tenant, or a data-loss risk is confirmed. Immediate war-room engagement.
Severity 2
Major feature unavailable or degraded for a majority of users; no workaround.
Severity 3
Non-critical feature impaired; workaround available.
Severity 4
Cosmetic issue, feature request, or documentation gap.
Target response & resolution
Business commitments by severity and tier.
| Severity | Standard | Priority | Enterprise |
|---|---|---|---|
| Sev 1 response | 1 business day | 4 hours | 1 hour (24×7) |
| Sev 1 target resolution | 3 business days | 1 business day | 8 hours |
| Sev 2 response | 1 business day | 4 hours | 2 hours (24×7) |
| Sev 2 target resolution | 5 business days | 2 business days | 1 business day |
| Sev 3 response | 2 business days | 1 business day | 1 business day |
| Sev 4 response | 5 business days | 3 business days | 2 business days |
Response is time to first substantive engagement. Target resolution is a good-faith objective, not a warranty; formal SLAs are set in the MSA.
Customer Success
Cadence, not incidents.
Weekly
Program-manager checkpoint during onboarding and the first quarter of production.
Monthly
Adoption and outcome review with the Customer Success Executive.
Quarterly
Executive Review with the sponsor covering measured overall business health delta and roadmap alignment.