Managed Support (SLA Tiers)
24/7 monitoring, incident response, and proactive maintenance with flexible SLA tiers.
Choose Your PlanSupport Tiers
Starter
- ✓Email support (Mon-Fri, 9-5)
- ✓Monthly health checks
- ✓Quarterly updates
- ✓Basic monitoring
- ✓RTO: 24 hours
Growth
- ✓Extended hours (Mon-Fri, 7-7)
- ✓Phone + email support
- ✓Weekly health checks
- ✓Monthly updates & patches
- ✓Advanced monitoring + alerts
- ✓RTO: 8 hours
Enterprise
- ✓24/7/365 support
- ✓Dedicated on-call team
- ✓Proactive monitoring
- ✓Continuous updates
- ✓Custom SLAs
- ✓Dedicated account manager
- ✓RTO: 2 hours, RPO: 1 hour
What's Included
24/7 uptime & performance monitoring
Updates, patches, security fixes
Fast resolution with on-call experts
Proactive performance tuning
SLA Comparison
| Metric | Starter | Growth | Enterprise |
|---|---|---|---|
| Response Time | 48 hours | 8 hours | 1 hour |
| Availability | Mon-Fri 9-5 | Mon-Fri 7-7 | 24/7/365 |
| Health Checks | Monthly | Weekly | Daily |
| RTO | 24 hours | 8 hours | 2 hours |
| Uptime SLA | 99.5% | 99.9% | 99.99% |
What We Monitor
Infrastructure
- ✓CPU, Memory, Disk usage
- ✓Network latency & bandwidth
- ✓Database performance
- ✓Container health
Application
- ✓API response times
- ✓Error rates & exceptions
- ✓Transaction volumes
- ✓User sessions
Security
- ✓Failed login attempts
- ✓DDoS detection
- ✓SSL certificate expiry
- ✓Vulnerability scans
Business Metrics
- ✓Transaction success rate
- ✓User engagement
- ✓Revenue tracking
- ✓Conversion funnels
Frequently Asked Questions
What is included in the response time SLA?
Response time is measured from when an incident is detected or reported until our team acknowledges and begins investigation. P1 critical incidents get immediate attention. Resolution times depend on issue complexity but are typically 2-8x the response time.
Can I upgrade or downgrade my support tier?
Yes. You can change tiers at any time with 30 days notice. Upgrades take effect immediately, while downgrades apply at the next billing cycle. We recommend starting with Growth tier and adjusting based on your needs.
What happens if you miss the SLA?
We provide service credits for SLA breaches: 5% credit for missing SLA once, 10% for twice in a month, 25% for three or more times. Our uptime SLAs have been consistently above 99.95% across all customers.
Do you provide support for third-party integrations?
Yes. We support common integrations (Multi-Cloud, Stripe, Twilio, etc.) as part of all tiers. Custom integrations may require additional setup time but are fully supported once deployed.
How does incident escalation work?
Incidents are auto-classified by severity: P1 (critical outage), P2 (major degradation), P3 (minor issue), P4 (question/request). P1/P2 incidents escalate to senior engineers if not resolved within 1 hour. You receive real-time updates via your preferred channel.
Need Managed Support?
Choose the right support tier for your needs and rest easy knowing your systems are in expert hands.