An SLA is the written support commitment for a project. We do not publish universal uptime or response guarantees because they depend on hosting, monitoring, project scope, and the support plan agreed with each client. Every support agreement is defined before launch.
Availability
- Availability targets are agreed per system after hosting, ownership, monitoring, and maintenance windows are known
- For managed environments, uptime targets and measurement windows are set in writing before go-live
- Scheduled maintenance windows are communicated in advance and excluded from availability calculations
Response times
- Response expectations are set by severity level and the agreed support plan
- Critical production issues receive the fastest agreed response — typically within hours, not days
- Lower-severity issues and feature requests are handled on an agreed priority queue
Escalation and ownership
- Each agreement defines the named support owner and escalation path
- Communication channel and update cadence are agreed before launch, not improvised during incidents
- Handover to an internal team is supported with documentation and a transition period
