SLAs and priorities
The standard enterprise customer SLA sets a response time, a resolution time and an update cadence for each priority.
Priorities
Standard enterprise customer SLA:
| Priority | Meaning | Response time* | Resolution time* | Updates |
|---|---|---|---|---|
| P1 | Service down or data at risk; no workaround | 15 minutes | 1 hour or the time alternatively agreed between the Parties (depending on the nature of the issue) | Provided regularly |
| P2 | Core work blocked for many people; no workaround | 1 hour | 4 hours or the time alternatively agreed between the Parties (depending on the nature of the issue) | Provided regularly |
| P3 | A feature impaired; a workaround exists | 16 business hours | Next upgrade and no later than one week | Provided regularly |
| P4 | Question, request or minor defect | 24 business hours | Correction to be included in a future release, on a business justifiable basis | As requested |
* This support model and these response and resolution times are part of Context’s standard production order form. Priority 1 and 2 go to PagerDuty and page on-call; Priority 3 and 4 go to support@context.ai.
How to reach each route is on Get help.