Trust Center
Support arrangements
Support tiers and operational targets apply only where agreed in a client contract for platforms we operate or retain. This page is informational — not a public SLA.
Support tiers
Illustrative tiers that may be selected in a client agreement — not automatic entitlements from this website.
Standard support
Business-hours coverage for non-critical defects and guidance on operated or retained systems, where contracted.
Priority support
Extended hours with faster response for production-impacting issues, where contracted.
Mission-critical
Custom on-call and escalation for platforms where availability targets are agreed in writing.
Response and availability
Initial response, resolution tracking, escalation, and availability goals — only where contracted.
Response targets
Severity-based response times are defined only in the applicable client agreement for covered production work. No generic public hour matrix is claimed on this website.
Resolution targets
Workarounds and permanent fixes are tracked to severity when support is contracted. Complex root causes may exceed target while mitigation is active.
Escalation process
Named escalation contacts, severity reclassification, and stakeholder awareness for prolonged critical incidents, as defined per engagement.
Availability goals
Availability targets are defined per client agreement for covered production services. No generic uptime percentage is published on this website.
Need a custom support arrangement?
Mission-critical platforms can include tailored on-call, escalation, and availability targets in a written agreement.