Support Plans & SLA#
This policy applies to all Stakater products and managed services.
Stakater offers two support plans:
- Standard
- Premium
All severity definitions and SLA structures are consistent across products to ensure predictability and clarity.
1. Severity Definitions#
All support plans use a unified four-level severity framework:
- P1 – Critical
- P2 – High
- P3 – Medium
- P4 – Low
Severity definitions and classification criteria are documented in the Severity & Response Framework section.
Severity determines response time targets and escalation handling.
If no severity is specified when submitting a request, it defaults to P3 – Medium.
Stakater reserves the right to adjust severity if misclassified based on actual business impact.
2. Response Time Matrix#
Response time refers to initial engagement by a Stakater engineer, not resolution time.
| Severity | Standard (Business Hours) | Premium (24x7x365) |
|---|---|---|
| P1 – Critical | 8 business hours | 1 hour |
| P2 – High | 12 business hours | 2 hours |
| P3 – Medium | 24 business hours | 4 hours |
| P4 – Low | 24 business hours | 1 business day |
Business Hours: Monday–Friday, excluding public holidays.
Premium response targets apply 24x7x365.
3. Support Channels#
All support requests must be submitted via the Support Portal to ensure proper tracking and SLA compliance.
| Channel | Standard | Premium |
|---|---|---|
| Support Portal | ✔ | ✔ |
| Slack (shared channel, if agreed) | – | ✔ |
| Phone (P1 incidents, if agreed) | – | ✔ |
Slack and phone access under Premium must be agreed in advance.
4. Support Coverage#
| Plan | Coverage |
|---|---|
| Standard | 8x5 Business Hours |
| Premium | 24x7x365 |
Premium includes round-the-clock support across all priorities.
5. Enterprise Support Differentiation#
The difference between Standard and Premium is not only response time — it is operational depth and engagement.
| Capability | Standard | Premium |
|---|---|---|
| Shared Support Queue | ✔ | – |
| Priority Support Queue | – | ✔ |
| Direct Senior Engineer Escalation | Limited | ✔ |
| Named Technical Contact | – | ✔ |
| Quarterly Service Review | – | ✔ |
| Proactive Architecture & Upgrade Guidance | On Request | Included |
| Incident Trend Analysis & Recommendations | – | ✔ |
| Management Escalation Path | On Request | Included |
Premium is designed for business-critical environments requiring structured, proactive engagement.
6. Escalation Model#
Standard#
- Handled via shared engineering queue.
- Escalation within engineering team as required.
- Management escalation available upon written request.
Premium#
- Priority queue handling.
- Immediate escalation for P1 incidents.
- Direct access to senior engineering when required.
- Structured management escalation path.
7. Scope of Support#
Support includes:
- Incident investigation and remediation
- Platform and product troubleshooting
- Configuration guidance
- Operational best practices
- Upgrade and lifecycle guidance (Premium includes proactive planning)
Support does not include:
- Custom feature development
- Major architectural redesign projects
- Third-party software licensing issues
- Customer application debugging outside platform scope
Professional services can be provided under a separate agreement if required.