Our commitment to reliability, support, and performance for your business.
We guarantee 99.9% monthly uptime for all production services. Downtime below this threshold triggers service credits per the schedule below.
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Platform down, data loss risk | 1 hour | 4 hours |
| High | Major feature unavailable | 4 hours | 12 hours |
| Medium | Degraded performance, workaround exists | 8 hours | 48 hours |
| Low | Minor issue, cosmetic, feature request | 24 hours | 5 business days |
Auto-classified by severity. Routed to on-call engineer for Critical/High.
Engineer confirms severity, begins investigation. Customer notified with ticket ID.
Escalated if not resolved within response window. Lead assigns resources.
Escalated for Critical issues exceeding 2hr mark. War room opened.
CEO notified for Critical issues exceeding 4hr. Direct customer communication.
This SLA is effective as of March 2026. Terms subject to your service agreement.
pad.weylandai.com/sla — Precision Auto Doors, a MobCorp venture