[ E3 ]Enterprise — support SLAs
One table, financially meaningful: severity, first response, and who shows up.
[ 01 ]The SLA
S1 · critical
Production down or data at risk: first response within 1 hour, around the clock, engineer on the call until resolved.
S2 · major
Degraded service or blocked workflow: response within 4 business hours with a workaround target the same day.
S3 · minor
Questions, requests, papercuts: next business day, tracked to closure in the shared channel.
Named engineer
Enterprise accounts get a named engineer who knows your deployment — not a queue.
Where
Private channel plus the public desk at /help/ask; live status always at /status.
See current service health any time.
View status