Service Level Agreement
Our Commitment to Your Uptime
Enterprise-grade SLAs with guaranteed response times, dedicated support, and transparent uptime commitments — backed by our ISO 27001-aligned operations.
30-min response (Enterprise) 99.99% uptime guarantee NDA on request 24/7 critical support
SLA Tiers
Choose Your Support Level
All tiers include dedicated onboarding, documentation, and access to our client portal.
Standard
99.5%uptime
Initial Response
4 business hours
Resolution Targets
P1 Critical24 hours
P2 Major5 business days
P3 Minor15 business days
Support Channels
EmailHelp Center
Shared support team
Maintenance: Scheduled windows
Most Popular
Professional
99.9%uptime
Initial Response
2 business hours
Resolution Targets
P1 Critical8 business hours
P2 Major2 business days
P3 Minor7 business days
Support Channels
EmailPhonePriority Queue
Named account manager
Maintenance: Advanced notice + approval
Enterprise
99.99%uptime
Initial Response
30 minutes (24/7)
Resolution Targets
P1 Critical4 hours
P2 Major1 business day
P3 Minor3 business days
Support Channels
EmailPhone (24/7)Dedicated SlackOn-site (if needed)
Dedicated Customer Success Manager
Maintenance: Client-scheduled only
Escalation Process
Incident Response Matrix
How we escalate and communicate during active incidents — from first responder to executive bridge.
Level
Role
Trigger Time
Contact Method
L1Support Engineer0–30 minTicket / Email
L2Senior Engineer30 min–2 hrsPhone / Slack
L3Engineering Lead2–4 hrsDirect line
L4VP Engineering4 hrs+Executive bridge
Included in Every Plan
Baseline Commitments
Regardless of tier, all Kerdos clients receive these guarantees.
NDA on Request
Confidentiality agreement available before any engagement begins.
Dedicated Onboarding
Structured onboarding with documentation and knowledge transfer.
Monthly Check-ins
Regular business reviews to track outcomes and align priorities.
Compliance Reporting
Monthly uptime reports and incident post-mortems provided.
Need a custom SLA?
Enterprise contracts, custom uptime commitments, and bespoke support packages available.
MCA Registered
DPDP Compliant
ISO 27001 Aligned
SOC 2 Ready