An SLA (service level agreement) sets expectations for how quickly a support request gets a response, and how quickly it's expected to be resolved. Understanding the difference between the two — and how they vary by plan — helps set the right expectation when you submit a ticket.
First response vs. resolution target
First response is how quickly a real person acknowledges your ticket and begins working on it — not necessarily how quickly the issue is fully fixed. Resolution target is the goal for having the actual problem solved. Simple issues are often resolved well within the target; complex ones (a deep integration bug, for example) may take the full window or occasionally longer, with updates provided throughout.
Response times by plan
Every client, regardless of plan, gets a baseline standard response time. Retainer plans include progressively faster response and resolution targets, since faster support is one of the primary things a retainer pays for — see the current SLA table on our Support page for the exact figures per tier.
What counts as "critical"
Ticket priority affects how quickly it's picked up. Mark a ticket "Critical" only for things that are actually breaking — the site is down, email for the whole domain has stopped working, or a security compromise is in progress. Marking routine requests as critical doesn't speed them up and makes it harder to spot genuinely urgent tickets quickly.
After-hours and emergency support
Standard support hours are business hours, Monday to Friday. Emergency support for outages is monitored outside those hours through automated systems, and clients on higher plan tiers have access to after-hours contact channels (including WhatsApp, for SLA clients specifically) for genuine emergencies.
If a ticket seems to be taking longer than expected
Reply on the existing ticket rather than opening a new one — this keeps the full context in one place. If you genuinely believe an SLA target has been missed, say so directly; we track this and it's a fair thing to raise.