SLA & Escalation

We define clear expectations for when and how we respond.

Service Level Objectives (SLOs)

| Severity | Definition | Response Target | | :--- | :--- | :--- | | Critical | Business halted. All users down. Security breach. | < 1 Hour | | High | Major function impaired. Workaround difficult. | < 4 Hours | | Normal | Single user issue. Request for change. | < 1 Business Day | | Low | Cosmetic issue. Information request. | < 2 Business Days |

Note: Specific SLAs may vary by contract tier (Foundation vs. Sovereign).

Escalation Path

If an issue is not resolved or communication is lacking, you have a direct path to leadership.

1. Primary Engineer: Your assigned lead.
2. Service Manager: Operational oversight.
3. Principal / Partner: Direct line to company leadership for critical disputes.

After-Hours Policy

Unless you have the After-Hours On-Call add-on, standard support is provided during business hours (9 AM - 5 PM Local). Critical infrastructure monitoring is 24/7 automated, but human response outside hours is billed at emergency rates unless covered by retainer.