Service Level Agreement

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The SLA times listed are the time frames in which you can expect the first response. Tabby Support will make a best effort to resolve any issues to your satisfaction as quickly as possible. However, the SLA times are not to be considered as an expected time-to-resolution. The SLAs apply to the Enterprise plan and exclude beta features.

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Severity Standard Premium
Urgent (Your Tabby instance is completely unusable) 5h (24x5 Monday - Friday) 2h (24x5 Monday - Friday)
High (Important features unavailable or extremely slow; No acceptable workaround) 10h (24x5 Monday - Friday) 4h (24x5 Monday - Friday)
Medium (Important features unavailable or somewhat slowed, but a workaround is available) 32h (8x5 Monday - Friday) 16h (8x5 Monday - Friday)
Low (Questions or clarifications around features with minimal or no business impact) 4d (8x5 Monday - Friday) 2d (8x5 Monday - Friday)

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  • Initial Response: Acknowledgment or preliminary assistance to customer inquiries.
  • 24x5: Support services available 24 hours a day, Monday through Friday, Pacific Time (PT), excluding public holidays observed in the United States.
  • 8x5: Support services available from 9:00 AM to 5:00 PM, Monday through Friday, Pacific Time (PT), excluding public holidays observed in the United States.

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