Service Level Agreement summary
Introduction
This page outlines the different terms depending on your Unleash subscription and Support Level combination.
Detailed definitions for each concept are provided in the PDF files available fordownload.
For all the Unleash configurations described in this page, the supported stack is:
- Unleash APIs
- Admin UI
- Official SDKs
- Enterprise Edge
NOTE: Enterprise Edge is currently available as a Hosted option only.Self-Hosting support for Enterprise Edge is part of our roadmap.
Unleash Enterprise annual subscription: SaaS (a.k.a. Managed)
| Standard Support level | Premium Support level | |
| Response Time | 1 support day | According to Incident Severity |
| Support days | Monday to Friday 08:00 to 16:00 hours CET/CEST through EST/EDT time zones | 24 / 7 / 365 |
| Committed uptime | 99.99% | 99.99% |
| SLA Document | SaaS SLA v 3.0 | SaaS SLA v 3.0 |
Unleash Enterprise annual subscription: Self Hosted
| Standard Support level | Premium Support level | |
| Response Time | 1 support day | According to Incident Severity |
| Support days | Monday to Friday 08:00 to 16:00 hours CET/CEST through EST/EDT time zones | 24 / 7 / 365 |
| Included SME hours | 5 | 10 |
| SLA Document | Self-Hosted SLA v 3.0 | Self-Hosted SLA v 3.0 |
Unleash Enterprise pay-as-you-go (PAYG) subscription: SaaS and Self Hosted
| Standard Support level | |
| Response Time | 1 support day |
| Support days | Monday to Friday 08:00 to 16:00 hours CET/CEST through EST/EDT time zones |
| Committed uptime | 99.9% |
| SLA Document | PAYG SLA v3.0 SaaS or Self-Hosted |