Applicability
This SLA applies to ongoing support engagements and to cutover windows in migration engagements. It does not apply to one-time implementations once warranty has expired, unless a support plan is in place.
Coverage tiers
| Tier | Coverage | P1 response | P1 resolve (target) | P2 response | P3 response | P4 response |
|---|---|---|---|---|---|---|
| Bronze | Business hours Mon–Fri | 4h | 1 business day | 1 business day | 3 business days | 5 business days |
| Silver | Extended hours (Sun–Thu + Sat mornings) | 2h | 8h | 8h | 2 business days | 5 business days |
| Gold | 24/5 | 1h | 4h | 4h | 1 business day | 3 business days |
| Platinum | 24/7 | 30m | 2h | 2h | 1 business day | 2 business days |
Severity definitions
- P1 — critical. Production system unavailable or losing data. No workaround.
- P2 — high. Major feature broken, significant user impact, workaround exists but costly.
- P3 — medium. Defect impacting a minority of users or a non-critical feature. Workaround available.
- P4 — low. Cosmetic, minor, or enhancement request.
Escalation path
- Ticket logged via the agreed channel (helpdesk, Slack, Teams, email).
- Acknowledged within the tier’s response SLA.
- Escalation to project lead at 2× response time without resolution path.
- Escalation to ProjoMania account owner at 2× the resolve target without resolution.
Exclusions
- Force majeure.
- Issues caused by client-side changes to infrastructure or code outside our control.
- Third-party outages (cloud providers, SaaS, network).
- Requests outside the scope of the support plan.
Credits
Sustained SLA misses are subject to service credits as specified in the engagement contract.