Business hours
Monday to Friday, 9:00 AM to 6:00 PM Eastern.
Our support team is available during these hours for immediate assistance on any severity.
Service level agreement
Service levels.
What support commits to on the systems we build and run. Applies unless a contract says otherwise.
Support hours
Hours.
After hours
Weekends and holidays: emergency support available.
Critical issues are addressed within 24 hours even outside business hours. Non-critical requests are queued for the next business day.
Response commitments
Response commitments.
24h
Initial response
We acknowledge every inquiry within 24 hours of receipt, regardless of when it was submitted.
48h
Detailed response
For complex issues we provide a detailed response with next steps and an owner within 48 hours.
1 wk
Resolution target
Most issues are resolved within one week, with regular updates throughout the process.
Severity levels
Severity.
| Level | Definition | Response target |
|---|---|---|
| P1 Critical | System completely down or major functionality unavailable. | Within 4 hours during business hours |
| P2 High | Significant functionality impaired but the system remains operational. | Within 8 hours during business hours |
| P3 Medium | Minor functionality issues or feature requests. | Within 24 hours |
| P4 Low | General inquiries, documentation requests, or enhancement suggestions. | Within 48 hours |
Support channels
How to reach support
- Email, the primary channel for all inquiries and issues: support@vonar.ai
- Scheduled calls for complex issues that need detailed discussion, arranged through email or the contact page.
Exclusions
Outside the scope of this SLA
- Issues caused by the client's network, hardware, or third-party services
- Scheduled maintenance windows, announced in advance
- Force majeure events such as natural disasters or regional power outages
- Unsupported configurations or modifications made outside our change process
Next step
Need immediate support?
Business hours by email, or after-hours under the commitments above.
New requirement instead? Request a capabilities briefing