If our AI agent is unable to resolve your issue, our on-call support team will review and respond according to the following Service Level Agreement (SLA):
Severity 1 – High
Description: Major functionality is broken, preventing users from using part of the product.
Response time: Within 4 business hours
Resolution time: Within 2 business days
Severity 2 – Medium
Description: Functionality is affected, but a workaround is available.
Response time: Within 8 business hours
Resolution time: Within 5 business days
Severity 3 – Low
Description: Request to improve or add functionality or features.
Response time: Within 24 business hours
Resolution time: TBD (depends on prioritization and roadmap)
Note: “Business hours” refer to our standard support schedule. Resolution times may vary for complex issues or feature requests.