Support SLA
When you partner with NeutronLabs, you get predictable, guaranteed response times. We treat your production infrastructure as if it were our own.
Incident Response Times
| Severity Level | Definition | Initial Response |
|---|---|---|
| SEV-1 (Critical) | Production systems are completely down or inaccessible. Severe business impact. | < 15 Minutes (24/7) |
| SEV-2 (High) | Significant performance degradation or core feature failure. No workaround available. | < 1 Hour (24/7) |
| SEV-3 (Medium) | Non-critical feature failure or minor performance issue. Workaround exists. | < 4 Hours (Business Hours) |
| SEV-4 (Low) | General questions, feature requests, or documentation updates. | < 24 Hours (Business Hours) |
Business Hours
Standard business hours are defined as Monday – Friday, 9:00 AM to 6:00 PM (IST), excluding regional public holidays.
For SEV-1 and SEV-2 incidents on Managed Services contracts, we provide 24/7/365 coverage via on-call rotation.
Support Channels
- Dedicated Slack/Teams: Primary channel for day-to-day engineering syncs and SEV-3/4.
- Ticketing System: Used for tracking long-term architectural tasks.
- PagerDuty Integration: Client monitoring alerts route directly to our on-call engineers for SEV-1.