Response Time
Time from ticket submission to first response
Resolution Time
Time to fully resolve and close the issue
Uptime Guarantee
Percentage of time services are operational
Support Availability
Hours when support team is available
SLA by Service Tier
Choose the service level that matches your business requirements
Standard
Uptime
99%
Response
1 hour or less
Resolution
48 hours
Support
Business Hours
Included:
- Email support
- Business hours coverage (8am-5pm)
- Standard network monitoring
- Monthly reports
- Community knowledge base
Most Popular
Professional
Uptime
99.5%
Response
30 mins or less
Resolution
24 hours
Support
Extended Hours
Included:
- Phone & email support
- Extended hours (7am-9pm)
- Proactive monitoring & alerts
- Weekly reports
- Priority ticket handling
- Dedicated support engineer
Enterprise
Uptime
99.9%
Response
10 mins or less
Resolution
8 hours
Support
24/7
Included:
- 24/7 phone, email & chat support
- Real-time monitoring & alerts
- Daily reports & analytics
- Immediate ticket escalation
- Dedicated account manager
- Custom SLA agreements
- On-site support available
Support Escalation Process
Our structured escalation ensures your issues are resolved by the right team
Level 1
Support Agent
0-4 hours
Initial triage and basic troubleshooting
Level 2
Technical Specialist
4-8 hours
Advanced technical support
Level 3
Engineering Team
8-24 hours
Infrastructure and development
Level 4
Management
24+ hours
Executive escalation for critical issues