Enterprise Support & SLA
24×7 support with published SLA targets and clear escalation paths for Enterprise customers.
Service Level Agreement
Critical
System down or major functionality unavailable
1 hour
Initial Response
8 hours
Mitigation Target
High
Major impact to operations or multiple users
4 hours
Initial Response
24 hours
Mitigation Target
Normal
General questions or minor issues
Next Day
Initial Response
5 Days
Resolution Target
How to Reach Us
Escalation Ladder
If your issue isn't being resolved within SLA targets, follow this escalation path:
Level 1: Support Engineer
Initial contact via portal, email, or phone. Handles 80% of issues directly.
Level 2: Senior Engineer
Escalated automatically if SLA at risk or upon request. Deep technical expertise.
Level 3: Engineering Lead
For complex issues requiring architecture changes or product team involvement.
Level 4: VP of Engineering
Final escalation for critical issues not resolved within SLA. Direct executive involvement.
Enterprise customers onlyNeed Help Right Now?
Our support team is standing by to help you resolve any issues quickly.