We don't advertise any uptime or SLA number without defined conditions and scope. This page explains the framework we use to define every client's response levels.
Response Time How long it takes for a real engineer to see your incident and start investigating.
Acknowledgement Time How long it takes to formally confirm we've received the incident and are working on it.
Resolution Time How long it takes to fully resolve the incident — this heavily depends on the complexity of the issue.
Availability Target The system's uptime goal over a defined period, usually expressed as a monthly or annual percentage.
The actual response time for each client is defined in the service plan and depends on incident severity — a minor UI bug is not the same as a full production outage.
Critical (Sev-1) Complete service outage or data loss — the highest response priority.
High (Sev-2) Severe performance degradation or a core capability going down.
Medium (Sev-3) A limited issue that doesn't disrupt core system function.
Low (Sev-4) Minor requests and issues handled in the normal work cycle.
Without a formal contract, we don't state any uptime or SLA number as a public guarantee. The figures on this page are our operational targets, not marketing claims. The exact response levels for your infrastructure are written into your service agreement.
In the initial assessment, we'll tell you exactly what level of responsiveness is realistic for your situation.