SLAs

Service levels that
match your needs.

Every Always On engagement is backed by a clear service level agreement. Choose from retained support tiers or priority-based response plans.

Application support & maintenance

Retained hours. Guaranteed response.

Each ASM tier gives you a bank of retained hours per month for feature development, support and BAU maintenance — with a guaranteed response SLA.

Bronze

16hours / month
Next business dayresponse SLA
  • 16 retained hours per month
  • Feature development, support and BAU maintenance
  • Next business day response SLA
  • Ad-hoc hourly rate for work beyond retained hours
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Silver

24hours / month
4 working hoursresponse SLA
  • 24 retained hours per month
  • Feature development, support and BAU maintenance
  • 4 working hours response SLA
  • Ad-hoc hourly rate for work beyond retained hours
Get a quote

Gold

40hours / month
30 minutesresponse SLA
  • 40 retained hours per month
  • Feature development, support and BAU maintenance
  • 30 minutes response SLA
  • Ad-hoc hourly rate for work beyond retained hours
Get a quote
Support-only plans

Priority-based response times.

For teams that need responsive technical support without a retained hours commitment. Choose your plan based on the response speed you require.

PriorityNext Business DayBusiness Hours Premium24 x 7
P1Complete service outage or critical business impactBy next business dayWithin 30 minsWithin 30 mins
P2Major feature unavailable, workaround possible8 working hours4 working hours4 hours
P3Minor feature issue, limited business impact16 working hours8 working hours8 hours
P4Cosmetic issue or general enquiry24 working hours24 working hours24 hours
Priority definitions

How we classify incidents.

P1

Critical

Complete service outage or critical business impact

P2

High

Major feature unavailable, workaround possible

P3

Medium

Minor feature issue, limited business impact

P4

Low

Cosmetic issue or general enquiry

Need a custom SLA?

We tailor service levels to match your platform's requirements. Tell us what you need and we'll build the right agreement.

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