This SLA applies to Team and Enterprise customers with an active subscription. Response targets are measured from receipt of a properly-tagged support email at info@grafty.ai.
Severity definitions
- P1 — Critical: production instance down or unusable; no workaround.
- P2 — High: major feature unavailable; workaround exists.
- P3 — Medium: minor feature impaired; limited user impact.
- P4 — Low: general questions, feature requests, documentation issues.
Response targets
| Severity | Team | Enterprise |
|---|---|---|
| P1 | 1 business day | 4 business hours |
| P2 | 2 business days | 1 business day |
| P3 | 3 business days | 2 business days |
| P4 | 5 business days | 3 business days |
Exclusions
- Customer infrastructure issues (compute, network, storage, Kubernetes)
- LLM provider outages or rate limits
- Customer integrations and credentials
- Force majeure
Custom SLAs
24×7 coverage and tighter response targets are available under Enterprise plans. Contact info@grafty.ai.