SLA by plan
This page is the reference for how fast the support team aims to respond and resolve. Targets are tied to your plan; the table below is authoritative.
Targets
| Plan | First response (target) | Resolution (target) |
|---|---|---|
| Personal | 72 hours | 14 days |
| Starter | 48 hours | 7 days |
| Advanced | 24 hours | 3 days |
| Enterprise | 4 hours | 24 hours |
Times are wall-clock from the moment the ticket is created, measured in your organisation's time zone.
What "response" means
The response clock stops when a support engineer either:
- Replies with substantive content in the ticket thread, or
- Moves the ticket to Acknowledged with a public note explaining next steps.
An auto-acknowledgement on creation does not count as a response — it's only the human (or human-supervised) reply that counts. That's why the email you get when you open a ticket clearly distinguishes "We received your ticket" from "We replied to your ticket".
What "resolution" means
The resolution clock stops when the support engineer marks the ticket Resolved with a resolution note explaining what was done. The resolution can be:
- Fixed — a bug has been patched (in a release or hotfix).
- Answered — your question has a complete answer.
- Worked around — a temporary path forward while a deeper fix is in progress (the ticket may stay open with a tracking note in that case).
- Cannot reproduce — we tried, but couldn't see the issue. We'll ask for more detail before resolving this way.
When the clock pauses
The clock is paused whenever the ticket is waiting on you:
- We replied asking a follow-up question — the clock pauses until you reply.
- We asked for steps to reproduce — clock pauses until they're shared.
- We asked for a screenshot, file, or other artefact — clock pauses until it arrives.
Once you reply, the clock resumes. This keeps the SLA honest — "we asked, they didn't answer" doesn't count against us, and conversely "we got back to them in time" gets credit.
Critical-priority exceptions
Tickets marked Critical at creation get faster targets regardless of plan:
- Initial triage within 30 minutes (acknowledgement, not necessarily a fix).
- Updates every hour until resolved or downgraded.
Critical is for outages affecting your team's ability to work — not "this is annoying". The support team may downgrade a ticket if it doesn't meet the bar, with a note explaining why.
Enterprise SLA contracts
Enterprise customers can negotiate custom SLA targets and remedies as part of their contract. The numbers in the table above are the default for Enterprise; your specific contract may set different ones. If in doubt, your account contact knows the answer.
Track record
We publish aggregate SLA performance quarterly to Enterprise customers in their account review. If you're on Starter or Advanced and would like aggregate stats, mention it in a ticket — we share at the organisation level on request.
Related
- Getting help — how to open a ticket.
- Ticket lifecycle — the five statuses.
- Plans and pricing — the full plan comparison.
- Enterprise security — what else comes with Enterprise.