Enterprise support with named engineers, guaranteed SLAs, and 24/7 coverage for critical incidents. Not a ticketing queue — a team that knows your environment.
| Severity | Definition | First Response | Update Frequency | Resolution Target | Coverage |
|---|---|---|---|---|---|
| P1 Critical | Platform down, production monitoring offline, data loss risk | 1 hour | Every 30 minutes | 4 hours | 24/7/365 |
| P2 High | Major feature degraded, significant performance impact | 4 hours | Daily | 24 hours | 24/7 |
| P3 Medium | Non-critical feature issue, workaround available | 1 business day | Every 3 days | 7 days | Business hours |
| P4 Low | Question, feature request, documentation issue | 2 business days | Weekly | Next release | Business hours |
Describe your issue in detail. Include platform version, affected components, and steps to reproduce. The more context, the faster we resolve.