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Services · Support & SLA

A clear agreement for what happens when something breaks

Agreed response times, agreed priority levels, an agreed way to report a problem, and an agreed process for what happens next.
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Severity levels
Critical
The system is down or unusable.
High
A major feature is broken with no workaround.
Medium
Something is broken, but there is a workaround.
Low
A question, or a small request.
Support tiers
Coverage Standard Priority Critical
Hours of cover[SET: hours of cover][SET: hours of cover][SET: hours of cover]
Response — Critical[SET: response time][SET: response time][SET: response time]
Response — High[SET: response time][SET: response time][SET: response time]
Response — Medium[SET: response time][SET: response time][SET: response time]
Response — Low[SET: response time][SET: response time][SET: response time]
Communication channels[SET: channels][SET: channels][SET: channels]
Monthly maintenance & updates[SET: yes/no, scope][SET: yes/no, scope][SET: yes/no, scope]
Monitoring[SET: monitoring scope][SET: monitoring scope][SET: monitoring scope]
Backup checks[SET: frequency][SET: frequency][SET: frequency]
Reporting[SET: reporting cadence][SET: reporting cadence][SET: reporting cadence]
Price[SET: price][SET: price][SET: price]
Response times, hours and prices above are placeholders — these become contractual and must be set before publishing.
Talk to us about a support agreement