Operations & Reliability
Service Level Agreements
We don't just ship code; we guarantee its performance. Our SLA tiers ensure your digital products remain secure, fast, and highly available.
99.99%
Uptime Guarantee (Enterprise)
< 1 Hour
Critical Incident Response
24/7/365
Proactive Monitoring
Pricing & Support
Support & Maintenance Plans
Choose a plan that matches your operational requirements and risk profile.
Standard
For non-critical applications requiring regular maintenance.
Included
- Email support during business hours
- 48-hour initial response time
- Standard bug fixes and patching
- 99% Uptime target (Best Effort)
Most Popular
Professional
For production environments that demand high availability.
Custom Quote
- Priority email & Slack support
- 12-hour initial response time
- Proactive uptime monitoring
- 99.9% Uptime Guarantee
- Monthly performance reports
Enterprise
Mission-critical applications requiring white-glove engineering support.
Custom Quote
- 24/7 Phone, Slack & Email support
- 1-hour critical response time
- Dedicated Technical Account Manager
- 99.99% Uptime Guarantee
- Quarterly architecture reviews
- Custom incident escalation matrix
Response Times
Incident Response Matrix
Guaranteed response times based on incident severity (Professional & Enterprise tiers).
| Severity Level | Definition | Initial Response |
|---|---|---|
| Sev 1 (Critical) | Total system outage or severe data loss. Core business process halted. | < 1 Hour |
| Sev 2 (High) | Major feature degraded affecting multiple users. No workaround available. | < 4 Hours |
| Sev 3 (Normal) | Minor feature malfunctioning. Workaround exists. Non-critical inquiries. | < 24 Hours |