Documentation
Service Level Agreements (SLA)
Review uptime commitments, severity-based response targets, and the support channels available across plans.
Uptime Commitment
Specteron offers commercial uptime commitments for qualifying plans and workflows, with service expectations defined in the governing agreement.
- Service Credits: Where applicable, service credits are governed by the commercial agreement and plan terms.
- Maintenance Windows: Scheduled maintenance announced in advance is handled separately from incident-driven downtime.
- Live Metrics: Current and historical status information is published on the public status page. Status.
Support Response Times
Response expectations vary by commercial tier and severity so teams know what level of handling to expect when production issues occur.
| Severity | Enterprise | Business / Teams | Standard |
|---|---|---|---|
| Urgent (P1) Critical production outage blocking core business workflows. | 1 hour | 2 hours | 8 hours |
| High (P2) Significant degradation with a workaround available. | 4 hours | 8 hours | 24 hours |
| Normal (P3 / P4) General requests, feature questions, or lower-severity bugs. | 1 business day | 2 business days | 3 business days |
Support Channels
Support channels expand with plan level so higher-complexity accounts can work through a tighter operational loop.
- Dashboard Ticketing: Available for all customers through authenticated support workflows.
- Priority Email: Available on higher plans for faster operational routing.
- Dedicated Slack / Teams Connect: Enterprise customers can use shared channels for closer collaboration and escalation.