SLAs are only available on the Enterprise plan. The Business plan doesn't include a formal SLA; support is best-effort over email during business hours.
On Enterprise, an SLA + uptime guarantee is an optional add-on with three severity tiers: Critical (Sev 1, app unavailable or commerce blocked, covered 24/7), High (Sev 2, major feature unavailable with workaround, business hours), and Standard (Sev 3, minor or cosmetic, business hours). Business hours = Eastern Time, Mon-Fri, 9 AM to 6 PM ET.
Incidents reported via email or phone start the SLA response clock. Slack and Teams remain available for day-to-day collaboration but dont trigger SLA timing.
The add-on also includes a 99.9% monthly uptime guarantee on the platform we operate. Scope doesn't extend to third-party systems like your push provider or your website. For deals with specific procurement requirements (different response times, custom uptime targets, audit clauses), we can negotiate a custom SLA per contract.