Support SLAs
Tiered response times
Section titled “Tiered response times”Contracted with Enterprise plan. Growth customers get best-effort business hours.
| Severity | Enterprise response | Enterprise target resolution |
|---|---|---|
| S1 — Critical (prod down, data loss risk) | 1 hour, 24/7 | 4 hours |
| S2 — High (major feature broken) | 4 hours, business hours | 1 business day |
| S3 — Medium (workaround exists) | 1 business day | 5 business days |
| S4 — Low (question, enhancement) | 3 business days | Best effort |
Growth response times: S1 = 4h business hours, S2 = 1 bd, S3 = 3 bd, S4 = best effort.
Channels
Section titled “Channels”| Channel | Who uses it |
|---|---|
support@tappass.ai | All paid customers |
| Slack Connect | Enterprise only |
| Dedicated TAM | Enterprise only |
| Phone/video | Enterprise only, for S1 escalation |
Uptime SLA
Section titled “Uptime SLA”- Enterprise: 99.9% on
/v1/chat/completions(measured monthly, excluding customer-caused outages) - Growth: best effort
- Credits: 5% of monthly fee per 0.1% below target, capped at 25%
Uptime is measured against the /healthz endpoint and a synthetic chat.completions probe every 60s.
What’s excluded
Section titled “What’s excluded”- Customer-caused (misconfigured policy, invalid key)
- Upstream LLM outage where TapPass is still up (we return 502 with the upstream error)
- Scheduled maintenance announced > 48h in advance
How a ticket moves
Section titled “How a ticket moves”- Customer emails
support@tappass.aior files in Linear via Slack Connect - Auto-routed to Linear
SUPproject - First responder triages severity
- If S1, escalate to on-call via PagerDuty
- Comms back to the customer at the SLA cadence
- Closure requires customer confirmation (not just our fix)
Internal escalation
Section titled “Internal escalation”- S1 unresolved at 2h → primary on-call pages secondary
- S1 unresolved at 4h → Jens is looped in
- Any customer mentions “churn” → Jens + deal owner immediately; see Escalate customer issue