SLA & Support Policy
Last updated: July 15, 2026Ticketing Note: SLA targets apply exclusively to customers holding active Business or Enterprise licenses with verified keys. Standard plan issues are resolved on a best-effort basis.
1. Severity Classifications
We classify calculation engine and dashboard anomalies into three severity tiers to optimize ticket prioritization:
| Severity | Definition | Business Target | Enterprise Target |
|---|---|---|---|
| P1 - Critical | Production block. Core calculation engine is down or returns errors for all active plants. | Under 12 hours | Under 4 hours |
| P2 - High | System degraded. Core integrations, ERP synchronizations, or webhook callbacks are failing with no immediate workaround. | Under 24 hours | Under 8 hours |
| P3 - Medium | Moderate issue. A non-blocking feature is broken with a manual workaround available. | Under 48 hours | Under 24 hours |
| P4 - Low | General questions, UI adjustments, documentation clarifications, or custom template assistance. | Best effort | Under 48 hours |
2. Coverage Hours
- Standard Support Coverage: Monday through Friday, 9:00 AM to 5:00 PM EST, excluding major US bank holidays.
- Enterprise Priority Line: 24/7/365 coverage for P1 Critical production blocks. Priority tickets submitted during off-hours are routed to on-call integration engineering teams automatically.
3. Exclusions & Limitations
SLA response targets do not apply to service interruptions caused by:
- Hardware node failures or networking outages inside the Licensee's local servers.
- Latencies or connection drops from Licensee's internal SQL databases or ERP feeds.
- Unmodified code integrations running outside standard container specifications.
4. Support Inquiries
To open an SLA support ticket, please submit a message via your admin dashboard console or email our priority queue:
Priority Support Desk[email protected]
Standard Target SLAResponse target: 4 business hours