Uptime Target: 99.9% monthly (excluding announced maintenance).
| Severity | Example | Response | Resolution Target |
|---|---|---|---|
| Critical | Service unavailable | < 2 hours | Same business day |
| High | Major module impaired | < 4 hours | < 2 business days |
| Medium | Workaround exists | < 1 business day | < 5 business days |
| Low | Minor/feature request | Next business day | Backlog/roadmap |
Support: 24×7 ticketing • 9×6 phone • emergency WhatsApp line.