Support Service Levels (SLAs)
This document is linked to the Support Service Standard at https://purple.ai/support-service/
| Support + | Purple | Standard (SMB) | |
|---|---|---|---|
| Availability | 07.00 – 23.00 GMT Monday – Friday with emergency cover outside of these times. | 08.00 – 21.00 GMT Monday – Friday Check in coverage at weekends – acknowledgements to tickets and emergency work completed. |
09.00 – 17.00 GMT with emergency coverage outside of these times |
| Response Time | Initial response within 15 minutes with named engineer given (Critical Priority) | Response within 30 minutes within working hours (Critical Priority) | Response within 1 hour within working hours (Critical Priority) |
| Fix Time – Critical Priority (All Levels) |
2 Business hours | 4 Business hours | 8 Business hours |
| Fix Time – High Priority (All Levels) |
8 Business hours | 12 Business hours | 1-2 Business days |
| Fix Time – Medium Priority (All Levels) |
12 Business hours | 24 Business hours | 3-5 Business days |
| Fix Time – Low Priority (All Levels) |
3 Business days | 7 Business days | 5-7 Business days |
| Expert Service | Monthly health check via video call with an engineer. Monthly service review with the Head of Support to review previous tickets and identify proactive opportunities for the future. |
Health check and service review to be completed with engineer upon request (two per calendar year) | Initial onboarding call with engineer |
Support Service Levels (SLAs)
Created on 09 June 2023
Last updated on 27 February 2025
