Support severity parameters & resolution times
| Severity | Definition | Response target |
|---|---|---|
| P1 · Critical | Core system down; sales halted or AI agents completely offline. | Within 4 hours for Enterprise tiers |
| P2 · Major | System operational but degraded; pipeline blocks without absolute failure. | Within 8 hours for Enterprise tiers |
| P3 · Minor | General code optimization updates, dashboard color edits, or copy adjustments. | Within 24 hours |
Performance & maintenance protocols
- Target platform infrastructure availability: 99.9% continuous system uptime.
- Scheduled system maintenance windows: maintenance runs entirely between 12:00 AM and 3:00 AM EST on low-traffic weekends to avoid data degradation.