SLA and Support
The value of a prod-ready platform is measured not only by model quality, but also by how support works during an outage. This page clarifies BriqMind's support level, response expectations, and incident communication framework.
01Incident Levels and Response Expectations
The support model defines not only communication channels, but also how critical an incident is considered and how quickly it will be handled. Incident levels must therefore be defined in a clear and reusable framework.
At the most critical level, the expectation is not only a fast reply, but active intervention and regular status sharing. Lower levels can be handled through planned release cadence or documented workarounds.
| Level | Definition | First response | Target action |
|---|---|---|---|
| P1 | Full service outage or critical production impact | Response within 15 minutes | Active intervention within 4 hours |
| P2 | Partial functional loss or significant performance degradation | Response within 1 hour | Action plan within the same business day |
| P3 | Limited impact or error with workaround | Response within 4 hours | Planned release or documented solution |
02Support Channels and Working Principles
A prod-ready support model is not complete by simply saying 'contact us'. It must be clear which channel is used for which incident type, who gets involved, and how often status updates are shared.
Support Channels
Email, ticketing system, dedicated customer channel, and live incident bridge for critical customers should be clearly defined.
Status Communication
Planned maintenance, outages, root-cause analysis, and next action steps should be shared in a standard format.
P1 Incident Workflow 1. Customer notification or automatic alarm is triggered 2. Incident level is validated 3. First response is sent to the customer 4. Technical team starts active intervention 5. Periodic status updates are shared 6. RCA is prepared after the incident is resolved
03Operational Expectations
Maintenance Windows
For production customers, maintenance time, potentially affected services, and rollback conditions must be defined in advance.
Root-Cause Analysis
After critical incidents, not only the fix but also RCA and a permanent prevention plan should be delivered to the customer.
Status Updates
Especially for P1 and P2 incidents, a regular information cadence must be maintained until resolution is complete.
A strong SLA does not only promise a fast response; it also clearly defines maintenance, notification, escalation, and RCA behavior. This is where enterprise customer trust is formed.