SLA support
Reliable SLA support ensuring timely issue resolution, guaranteed response times, and consistent system performance.
SLA SUPPORT
Guaranteed response times
24×7 or business-hours coverage, severity-based SLAs, and proactive optimization—so your teams stay focused on outcomes while we protect performance, cost, and reliability.
- 99.5–99.95% Uptime targets
- ≤ 15 min Critical response
- up to 90% MTTR improvement
- 24×7 Coverage
Flexible pricing
Support plans
Choose the right coverage and response profile for your organization.
Essential
Target: 99.5% uptime targets
- Severity-based response times
- Business hours (8×5) coverage
- Email + portal support
- Monthly health report
- Standard incident playbooks
Professional
Target: 99.9% uptime targets
- Priority incident queue
- 24×7 coverage
- Phone bridge + war room
- Weekly performance reports
- Proactive optimizations
Enterprise
Target: 99.95% uptime targets
- Dedicated support pod
- Custom SLAs and OLAs
- Custom dashboards and runbooks
- Executive escalation path
- Quarterly business reviews
Flexible pricing
Severity and response plans
Response and resolution targets scale with business impact for predictable operations.
Critical (SEV1)
Response: ≤ 15 minutes
Resolution: ≤ 4 hours
Examples: Production outage, data loss risk
High (SEV2)
Response: ≤ 1 hour
Resolution: ≤ 8 hours
Examples: Major degradation, key job failures
Medium (SEV3)
Response: ≤ 4 hours
Resolution: ≤ 2 business days
Examples: Intermittent failures, partial impact
Low (SEV4)
Response: ≤ 1 business day
Resolution: Planned
Examples: How-to’s, minor defects, requests
Scope of service
Design can make or break your what's included with SLA support.
- 24×7 pipeline guards
- Data quality thresholds
- Cost & performance alerts
- Root cause analysis
- War room facilitation
- Post-incident review
- Planned changes oversight
- Runbook validation
- Cutover support
- SLA attainment
- MTTR/MTBF trends
- Optimization backlog
- Portal, email, phone
- Teams/Slack integration
- AIOps hooks