Support Terms of Service
Support severity definitions, service tiers, and response time commitments.
Support Severity Levels
Each support case is assigned a severity level based on business impact. These definitions determine response time commitments and escalation procedures.
Active serious interruptions to business-critical operations, with significant risk to your business requiring immediate attention.
Partial functionality with degraded but available service. Impacts business operations on critical systems requiring accelerated attention.
Currently functioning normally, but recent degradation is being monitored or investigated, or indicators suggest potential loss of functionality.
A non-urgent query that does not involve any interruption to your business-critical operations.
Support Tiers
Two support tiers are available. Both include unlimited cases via web and phone.
Standard
- ✓Standard business hours
- ✓Web and phone support
- ✓Unlimited cases
Premium
- ✓Standard business hours
- ✓24/7 for Severity 1 & 2
- ✓Web and phone support
- ✓Unlimited cases
Response Times
Committed initial response and ongoing update intervals by severity and support tier.
| Severity | Standard Initial | Premium Initial | Premium Ongoing |
|---|---|---|---|
| Severity 1 | 1 business hour | 1 hour | 1 hour or as agreed |
| Severity 2 | 4 business hours | 2 hours | 4 hours or as agreed |
| Severity 3 | 1 business day | 4 business hours | 8 business hours or as agreed |
| Severity 4 | 2 business days | 8 business hours | 2 business days or as agreed |
Need Support?
Contact us at info@alauda.io to open a support case or discuss your support tier options.