What are SLAs?
Service Level Agreements (SLAs) define the maximum time our team will take to respond to your requests. All SLA timers run during business hours only (Monday-Friday, 09:00-17:00 CET).
SLA Tiers
| Tier | First Response | Next Reply | Applied To |
|---|---|---|---|
| Critical (4h) | 4 hours | 8 hours | Security incidents, vulnerabilities |
| High (8h) | 8 hours | 16 hours | Incidents, config changes, deployments |
| Standard (24h) | 24 hours | 48 hours | Service requests, general support |
| Low (72h) | 72 hours | 6 days | Enquiries, non-urgent requests |
Node Operator SLAs
Node operators have environment-specific SLAs with stricter targets for Production environments. View your targets on the Node Operations dashboard.
Business Hours
Mon-Fri 09:00-17:00 CET (Europe/Brussels). SLA clocks pause on weekends and Belgian public holidays.
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