Incident Response Times
Websolr’s support policy categorizes incident severity into three tiers. You can use these severity levels to help communicate the level of support needed.
24/7 Operational Coverage is Provided for All Clusters
Websolr monitors its infrastructure 24 hours a day, 365 days a year. The Operations Team is automatically alerted to any problems in real time. One or more engineers will then respond to the event. These types of events include, but are not limited to:
- Failed EC2 Instances
- Stuck GC
- Failed backups
This operational coverage is provided to all clusters, regardless of plan.
The severity classifications are defined as:
| Severity Level | Description |
|---|---|
| Severity 1 | An incident of downtime or service degradation is causing severe impact to customer production availability. Active risk of data loss, traffic completely or mostly failing. |
| Severity 2 | Moderate to severe service interruption that can be temporarily worked around. May cause a moderate to major degradation in user experience. |
| Severity 3 | Low rate of minor service errors or intermittent degradations. Minor regressions to response times. Should be investigated and repaired but is not visibly harming customer’s production systems. |
Operational Response Time
Incidents related to a problem with Websolr's infrastructure are handled by the operations team. First response times to incidents of a given severity, measured from when our team is first made aware of the problem:
| Severity Level | Standard | Business | Enterprise |
|---|---|---|---|
| Severity 1 | 4 hrs | 1 hr | 15 min |
| Severity 2 | 8 hrs | 4 hrs | 1 hr |
| Severity 3 | 1 business day | 8 hrs | 8 hrs |
Support Coverage Hours
Incidents not related to a problem with Websolr’s infrastructure are treated as support issues. Coverage for these events is the same as our support hours:
| Severity Level | Standard | Business | Enterprise |
|---|---|---|---|
| Severity 1 | Business hours | Business hours | 24/7 |
| Severity 2 | Business hours | Business hours | 24/7 |
| Severity 3 | Business hours | Business hours | Business hours |
Support Response Time
We will respond to inquiries about active incidents within these time windows, within the coverage hours specified above.
| Severity Level | Standard | Business | Enterprise |
|---|---|---|---|
| Severity 1 | 8 hrs | 1 hr | 1 hr |
| Severity 2 | 24 hrs | 4 hrs | 4 hrs |
| Severity 3 | 48 hrs | 8 hrs | 8 hrs |