Support SLA
Incident Classification and Target Resolution Times
As defined below, Alcion categories all incidents impact its service into four categories and aims for the defined target resolution time for each incident severity level.
| Severity Level | Description | Target Resolution Time |
|---|---|---|
| Critical | Service is down or major malfunction affecting all users. | 4 hours |
| High | Significant functionality is impaired but service is up. | 24 hours |
| Medium | Minor functionality issues or queries. | 5 business days |
| Low | General queries, cosmetic issues, or non-urgent requests. | 7 business days |
Response Times
For non-critical issues, the response time depends on a customer’s subscription tier.
| Subscription Tier | Essentials | Security | Enterprise |
|---|---|---|---|
| Initial Response Time | 10 hours | 8 hours | 4 hours |
Uptime Commitment
Alcion's uptime commitment is defined as:
| Subscription Tier | Essentials | Security | Enterprise |
|---|---|---|---|
| Uptime Commitment | 99.5% | 99.5% | 99.9% |
Support Channels
| Support | Essentials | Security | Enterprise |
|---|---|---|---|
| ✅ | ✅ | ✅ | |
| Service Desk | ✅ | ✅ | ✅ |
| Community Discord | ✅ | ✅ | ✅ |
| Private Teams channel | ✅ |
Maintenance
Alcion does rolling upgrades without requiring downtime. However, there might be rare exceptions when maintenance is required to address stability, scale, or security issues.
- Scheduled Maintenance: Will be communicated at least one week in advance. Maintenance windows are typically scheduled during off-peak hours to minimize disruptions.
- Emergency Maintenance: In rare cases, unplanned maintenance may be necessary to protect the integrity of the service. These will be communicated as soon as feasible.
Exclusions
This SLA doesn't apply to:
- Issues caused by the client's own network, hardware, or software.
- Service interruptions in third-party SaaS services (for example, Microsoft 365) that Alcion is protecting.
- Service interruptions due to force majeure events.
- Service interruptions during scheduled maintenance windows.