Support & SLA
Support Commitments Built for Production Operations
When the platform monitors infrastructure you depend on, support cannot be best-effort. These are the response-time targets, availability commitments, and escalation paths we hold ourselves to.
How We Support You
A support model scaled to what the deployment requires
Every Vignan Corp customer receives structured support with defined response-time targets — not an unmonitored inbox. Critical, production-impacting issues are covered 24×7, because the systems our platform watches do not keep business hours.
Larger and mission-critical deployments can move to the Enterprise tier, which adds faster response targets, a higher availability commitment, a named point of contact, and a defined escalation path. The right tier is agreed during onboarding based on deployment scale and operational criticality.
Support Tiers
Two tiers, matched to deployment criticality
Standard
Included with every deployment
- Coverage
- Business hours (Mon–Fri)
- Channels
- Email and support portal
- Availability
- 99.5% monthly availability target
- Contact
- Shared support queue
Enterprise
Mission-critical and large multi-site deployments
- Coverage
- 24×7 for Critical issues; business hours otherwise
- Channels
- Email, support portal, and priority queue
- Availability
- 99.9% monthly availability target
- Contact
- Named technical contact + defined escalation path
Response-Time Targets
Target first response by severity
Targets below are for initial response — the time to a human engineer engaging with the issue, not necessarily to full resolution. All times are targets, measured from when a ticket is received through an approved channel.
| Severity | Description | Standard | Enterprise |
|---|---|---|---|
| Critical | Production system down or unusable; no workaround; major operational impact. | 4 business hours | 1 hour, 24×7 |
| High | Major function impaired or degraded; significant impact but partial operation continues. | Next business day | 4 business hours |
| Medium | Minor function affected; limited impact; a reasonable workaround exists. | 2 business days | 1 business day |
| Low | Question, cosmetic issue, or feature request; no operational impact. | 3 business days | 2 business days |
Platform Availability
How we define and measure uptime
Availability is measured monthly as the percentage of time the platform's core services are reachable and operational, excluding the scheduled-maintenance and exclusion windows described below.
Scheduled maintenance is communicated in advance and, wherever possible, performed during agreed low-impact windows. Enterprise customers receive advance maintenance notifications.
99.9%
Enterprise availability target
Advance notice
For scheduled maintenance
24×7
Critical-issue coverage
Scope & Exclusions
What availability commitments do not cover
To be transparent, availability targets and response commitments exclude events outside our reasonable control or caused outside the platform:
- Scheduled maintenance windows communicated in advance.
- Issues caused by customer-side configuration, network, hardware, or third-party systems integrated with the platform.
- Force majeure events and failures of upstream infrastructure or connectivity providers outside our control.
- Beta, preview, or pre-release features explicitly designated as such.
Escalation Path
When an issue needs to move faster
1 — Log the issue
Open a ticket through email or the support portal with the severity and impact. Enterprise customers can use the priority queue.
2 — Engineer engagement
An engineer engages within the response-time target for the issue's severity and tier, and works the issue directly.
3 — Escalation
If a Critical issue is not progressing, Enterprise customers escalate to their named technical contact, who can mobilize additional engineering and management attention.
Discuss Your Requirements
Have specific support or SLA requirements?
If your organization has particular availability, response-time, or support requirements, we recommend discussing them at the start of an evaluation. We can align the support tier and, where appropriate, formalize commitments in a service-level agreement.
Talk to Our TeamService-level targets shown are indicative and are confirmed contractually as part of an enterprise agreement.