01Standard Response Times
The response-time targets below apply to all standard support engagements. Project-specific or contract-specific SLAs are defined separately within the applicable Service Order or Master Service Agreement.
| Severity | Description | Response Time |
|---|---|---|
| Critical | Service outage / security incident | Within 1 hour |
| High | Major operational impact | Within 4 hours |
| Medium | Partial degradation | Within 1 business day |
| Low | General requests | Within 2 business days |
02Business Hours
Standard SLA response times apply during business hours: Sunday–Thursday, 09:00–18:00 Israel Time (IST), unless otherwise specified in a signed Service Order or Master Service Agreement.
Emergency support for Critical-severity incidents (service outages and security incidents) is available outside business hours for clients with a 24×7 support tier in their agreement.
03Scope
Response time is measured from the moment a valid support request is received via an approved support channel until a qualified engineer first responds. Resolution time depends on the nature of the incident, available diagnostics, and the affected systems.
04Exclusions
Service-level commitments do not apply to outages or degradations caused by third-party providers, force majeure events, client-side configuration changes made without our involvement, or any activity in violation of our Acceptable Use Policy.