---
title: Our SLA Response and Resolution Times
description: Our SLA response and resolution time targets by ticket priority level.
---

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# Our SLA Response and Resolution Times

## We commit to clear response and resolution targets.

We commit to the following response and resolution targets based on ticket priority:

### Response Times (First Reply)

| Priority | Target |
| --- | --- |
| Urgent (P1) | 30 minutes |
| High (P2) | 1 hour |
| Medium (P3) | 4 hours |
| Low (P4) | 4 hours |

### Resolution Times

| Priority | Target |
| --- | --- |
| Urgent (P1) | 4 hours |
| High (P2) | 8 hours |
| Medium (P3) | 24 hours |
| Low (P4) | 72 hours |

**Please note:**

- Response time is measured from when the ticket is received to when an engineer first responds.
- Resolution time is the target for fully resolving the issue. Complex problems may take longer, in which case we'll keep you updated with progress.
- SLA times apply during business hours (Monday to Friday, 9:00 AM to 5:30 PM)
- These targets apply to issues covered under your support contract. Project work and out-of-scope requests are handled separately.

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