Resources · Support

SLA and post-launch support

Service levels, response times and support channels once the project is in production.

Severity levels

Critical: service down in production — response within 2 hours.
High: degraded functionality without full downtime — response within 8 business hours.
Normal: improvements, minor bugs or inquiries — response within 2 business days.

Support channels

The primary support channel is the same one used during development (Slack or Teams). For critical incidents outside business hours, an on-call contact is defined at the start of the support agreement.