Agenda 6 · Support
Support & SLAs
Tiered support with severity-based response targets, escalation paths, and named contacts.
Open tickets
2
Support tiers
4
Coverage
24×7
Escalation
3 levels
Support tiers
| Tier | Severity | Response target | Coverage | Contact | Escalation |
|---|---|---|---|---|---|
| Critical | Critical | 1 hour (24/7/365) | Production down / data integrity risk / security incident | Dedicated on-call engineer (phone + ticket) | On-call -> Support Manager -> VP Engineering within 2 hours |
| High | High | 4 business hours | Major feature impaired, workaround exists | Named Technical Account Manager | TAM -> Support Manager within 1 business day |
| Medium | Medium | 1 business day | Minor feature issue or question | Support queue (ticket) | Queue -> TAM on request |
| Low | Low | 2 business days | Enhancement request / documentation | Support queue (ticket) | Product backlog review |