SLA & response expectations
These expectations describe how we collaborate when you need help: clarity on timing, communication, and what “response” means in an advisory-led support relationship—not a faceless SLA grid divorced from your environment.
Response targets depend on priority (impact and urgency), your support tier (Essential, Enhanced, or Advisory), and agreed coverage hours. Critical production or financial-close issues receive accelerated handling; lower-priority items are scheduled to protect team capacity and quality of outcomes.
- Critical— widespread outage, material financial risk, or blocking issue during a defined close or go-live window.
- High— major workflow impairment with near-term business impact.
- Medium / Low— important but workable with a workaround; scheduled within normal cadence.
Response means acknowledgment, triage, and a clear next step—not necessarily full resolution in the first touch. For Advisory-tier relationships, responses often include a short alignment on whether the issue signals a broader optimization or strategy topic.
Exact timeboxes are confirmed in your statement of work or support agreement. Incident-based GP packs and Platinum-style programs may use different labels; see GP incident plans for published incident response norms where applicable.
After-hours behavior for production-critical issues follows your escalation path and tier; routine items queue for the next business day unless extended coverage is contracted.