SLAs
This guide covers the Cloudaware team's response/update targets and coverage.
Support Hours & Channels
- Business hours and 24/7 coverage vary by plan and contract.
- Channels: Cloudaware Help Desk Portal, email, and optional on-call support for high-severity incidents.
Priority Guidelines (Examples)
- 1 (Highest): Production outage or critical impact with no workaround.
- 2 (High): Major functionality impaired; workaround available.
- 3 (Medium): Non-critical defect or degraded experience.
- 4 (Low): Questions, minor issues, or feature requests.
Target Time to Resolution
Incidents
| Priority | Time to Resolution |
|---|---|
| Highest | 2 Hours |
| High | 4 Hours |
| Medium | 48 Hours |
| Low | 72 Hours |
Service Requests
| Request Type | Time to Resolution |
|---|---|
| Custom Object or Field | 48 Hours |
| Custom Report or Dashboard | 48 Hours |
| Custom Approval Process | 3 Days |
| Custom Flow | 5 Days |
| Custom Apex Trigger | 5 Days |
note
Initial response, update cadence, and target resolution vary by severity and plan level.
Notes
- Some issues are dependent on cloud provider SLAs and service limits.
- For security incidents, use the designated contact path if specified in your agreement.