Service Level Agreement
Draft notice: This is a working draft. Final SLA provided in paid support contract.
Support hours
Standard support: Monday to Friday, 9:00 AM to 6:00 PM India Standard Time. Extended-hours available on request for managed plan customers.
Response time targets
These are targets, not guarantees. Actual response depends on volume, severity and plan.
- Critical (service down): target first response within 4 business hours
- High (major functionality impaired): within 1 business day
- Standard (single user / minor): within 2 business days
Escalation
Reply to your ticket with the word "escalate" and a senior technician will review within one business day.
Contact
Email hello@techlantica.com.