Standard
Response: Within 8 business hours
Coverage: Mon-Fri, business hours
Best For: Stable products with low incident volume
Channels
EmailTicket queue
SLA and Support Plans
Coverage options matched to your operational risk.
Choose a support model that fits your incident profile, escalation needs, and uptime expectations.
Business Critical
Response: Within 4 business hours
Coverage: Extended weekday support
Best For: Revenue-impacting systems and active growth products
Channels
EmailTicket queuePriority call window
Enterprise
Response: Within 1 hour for P1 incidents
Coverage: 24/7 for critical incidents
Best For: Mission-critical operations and strict uptime targets
Channels
Dedicated channelIncident bridgeEscalation manager
Incident Severity Matrix
P1 Critical
Production outage, transaction failure, security incident
Response: 1 hour
Resolution: Continuous effort until service restoration
P2 High
Major feature degraded for many users
Response: 4 hours
Resolution: Fix or workaround in 1 business day
P3 Medium
Partial impact with available workaround
Response: 8 hours
Resolution: Scheduled in next delivery cycle
P4 Low
Minor UI defect or non-blocking issue
Response: 1 business day
Resolution: Planned with normal backlog prioritization
Enterprise Decision Path
Validate SLA expectations before onboarding.
Review our capabilities profile and one-pager, then confirm response and escalation expectations with the delivery team.
Let's build something great
Ready to start your project? Get in touch and we'll get back to you within 24 hours.
Registered MSMENDA-FriendlyPrayagraj, India