You get a documented SLA tailored to the criticality of your workloads. Typical levels we offer:
– Critical (production down): response within 15 minutes, 24/7, with engineers actively working until service is restored.
– High: response within 1 business hour, work within agreed change windows.
– Standard: response within 4 business hours, standard prioritisation.
– Requests and minor changes: next business day.
Behind the SLA sits a 24/7 operations team that proactively responds to alerts even if you haven’t raised a ticket — because the goal is to fix issues before they become outages.