Trust · Support
Support hours and service levels
When our team is online, and how fast we respond by severity. Critical incidents are covered 24x7x365 by AI monitoring that pages our on-call engineers. Everything else runs on our weekday window. Every time below is shown in your timezone.
Response targets by severity
Severity is assigned by Richpanel from live platform and API health (status.richpanel.com), the criticality triaged from your message, and whether multiple accounts are affected. Targets are measured from when we receive your report. Enterprise plans carry these as contractual SLAs with .
| Priority | What it means | Examples | First response | Target | Coverage |
|---|---|---|---|---|---|
CriticalP1 |
Service is unavailable, or a business-critical operation is broken with no workaround. | Helpdesk unreachable · AI/LLM outage or rate-limit errors · a channel not sending or receiving · sync stopped | 30 min | 1-hr mitigation, then continuous work to resolution | 24x7x365 |
HighP2 |
A major feature is severely degraded; any workaround is not sustainable. | Integration sync delay · report population delay · exports failing | 2 hr | 1 business day | Support hours |
NormalP3 |
A minor, non-blocking issue, or a how-to question that affects your work. | Single-user bug · configuration help · a small UI defect | 8 support hrs | 3 business days | Support hours |
LowP4 |
A general question, feature request, or cosmetic item. | Roadmap request · documentation · cosmetic polish | 1 business day | Best effort / roadmap | Support hours |
Reaching us, and escalation
Every channel is open to every plan. Flagging an issue as Critical routes it straight into the always-on lane.
Channels
- In-app chat and email: all severities, the fastest path for P2 to P4.
- Mark as Critical: routes to on-call engineers, 24x7.
- Dedicated Slack Connect: a shared channel with your team. Enterprise
- Named CSM and escalation hotline: a person who knows your account. Enterprise
Escalation path
- Support agent: your first responder in chat or email.
- CSM or Head of Support: owns the account outcome. Enterprise
- Executive sponsor: named contact for major incidents. Enterprise
Service credits
No negotiation. If we miss an SLA, the credit is fixed up front, calculated on the affected month's platform fee and capped at 50% per month.
| Monthly uptime | Downtime that month | Credit |
|---|---|---|
| 99.5% to 99.9% | up to ~3.6 hrs | 10% |
| 99.0% to 99.5% | up to ~7 hrs | 25% |
| 95.0% to 99.0% | up to ~36 hrs | 40% |
| Below 95.0% | over ~36 hrs | 50% |
| Missed response, per incident | Credit |
|---|---|
| P1 first response over 30 min | 5% |
| P1 not mitigated within 1 hr | 10% |
| P2 first response over 2 hr | 2% |
Service credits apply only where they are negotiated into your enterprise contract at signing. They do not apply to agreements that instead carry a negotiated discount or other custom concession.
Committed uptime is 99.9% per month (99.97% achieved over the trailing 12 months). Credits are the sole remedy for a missed SLA, requested within 30 days of the miss. P3 and P4 are published targets without credits.