Support & SLAs
Enterprise support, defined.
Clear SLAs, escalation paths, and maintenance windows. DevOps-Prime support is designed for teams that need predictable response times and transparent operations.
Support tiers
Tier definitions and response commitments.
| Tier | Coverage | Uptime SLA | First response | P0 incident | Channels |
|---|---|---|---|---|---|
| Standard | 8×5 | 99.5% | 4h | — | |
| Professional | 12×5 | 99.9% | 2h | 1h | Email + Slack |
| Enterprise | 24×7 | 99.95% | 30m | 15m | Email + Slack + Phone |
| Pilot | 24×7 | 99.95% | 1h | 30m | Dedicated Slack channel |
SLA definitions
How we measure and commit.
Uptime SLA
Measured monthly. Excludes planned maintenance (with notice), customer-side issues, and force majeure. Service credits apply for breaches; see Terms.
First response
Time from ticket creation to first human acknowledgment. P0 = production-down or data-loss risk; P1 = severe degradation; P2 = moderate; P3 = low.
Service credits
Uptime breaches trigger prorated service credits. Enterprise and Pilot tiers receive enhanced credit terms. Full details in your MSA.
Escalation path
P0 incident escalation ladder.
For CRITICAL incidents (production down, data loss risk), we follow a defined escalation path. Break-glass is only activated when no human approver is available after 60 minutes.
| Level | Time | Action | Wait | Expected response |
|---|---|---|---|---|
| 1 | T+0 | Team channel notification | 15 min | Any team member acknowledges |
| 2 | T+15 | Primary on-call DM | 15 min | Primary approves or escalates |
| 3 | T+30 | PagerDuty high-urgency page | 15 min | Primary or secondary responds |
| 4 | T+45 | Secondary on-call + manager escalation | 15 min | Secondary or manager intervenes |
| 5 | T+60 | Break-glass activation (CRITICAL only) | — | Autonomous minimal remediation with full audit |
Maintenance
Planned and emergency maintenance.
| Type | Notice | Max duration | Typical window |
|---|---|---|---|
| Planned | 7 days | ≤ 4 hours | Sundays 02:00–06:00 UTC |
| Emergency | 2 hours (or ASAP) | As required | As needed, with status page updates |
All maintenance is announced on the status page and via email to account contacts.
Questions about support tiers?
Contact us to discuss Enterprise or Pilot support for your deployment.