- Normal support:
- Monday–Friday, 8 a.m.–6 p.m. Eastern time (America/New_York), excluding public holidays. Supported systems, access and responsibilities are agreed in writing.
- 24/7 emergency on-call:
- Part of managed operations. For critical customer outages under that coverage, reported through the agreed channel, we aim to investigate, provide substantive engineering updates and attempt resolution within four elapsed hours of emergency receipt, on a best-effort basis.
- Resolution:
- Resolution within that window is not guaranteed. Other cases follow your SLA.
- Licenses and entitlements:
- Vendor licenses and support entitlements are separate from our services.