Service Level Agreement

ScaleGrid offers two levels of SLA support:

  • High, Urgent means that a service is unusable or so severely degraded as to be unusable. There is a complete loss of a service affecting all users, customers and/or administrators, and the incident is blocking development, the project, or the system making it unusable. The SLA for these tickets is 1 hour.
  • Normal means a general question/inquiry. A component is slightly degraded or there is a cosmetic bug. The SLA for these tickets is 24 hours.