Overview

An SLA defines how quickly a maintenance provider guarantees they will respond to and resolve critical technical issues or emergency site crashes.

Understanding SLA Commitments

• Response Time vs. Resolution Time: Response time measures how fast an engineer acknowledges your support ticket, while resolution time measures how long it takes to fully fix the problem.
• Severity Levels: Critical issues (such as an e-commerce checkout failure or a "White Screen of Death") typically carry a guaranteed 1-to-2-hour emergency response window on premium plans.
• Non-Emergency Requests: Minor text edits, design adjustments, or general questions generally fall under a standard 24-to-48-hour business day turnaround window.