At Make IT Safe, we are committed to providing a high level of service and transparency regarding incident management and resolution times. Below, you will find our support commitments and SLAs.
We classify incidents based on their impact and provide response and resolution times accordingly.
| Priority | Impact | Response Time | Resolution Time | Deployment |
|---|---|---|---|---|
| Critical (P1) | Service unavailable, major impact | 1h | 72h | Immediate hotfix |
| High (P2) | Key feature affected, but service available | 4h | 5 business days | Weekly patch |
| Medium (P3) | Minor bug, limited impact | 1 business day | Within 30 days | Next minor release |
| Low (P4) | No impact, feature request, non-blocking question | 2 business days | Planned according to roadmap | Major or minor release based on roadmap |
To ensure a quick resolution, please provide as much detail as possible when reporting an issue.
📩 Where to report? Submit incidents via our Help Center.
📜 Information required: Include logs, screenshots, error messages, and context.
Some issues fall outside our SLA scope, such as:
• Incidents caused by external infrastructure providers (refer to their SLA).
• Issues due to misconfiguration by the customer.
You can track ongoing incidents and subscribe to updates via our Status Page and RSS feed.
These SLAs serve as a commitment to our customers but are not legally binding unless explicitly stated in a signed contract. For enterprise clients requiring a contractual SLA, please contact us.