All systems operational
A senior engineer, on the line.
No tier-1 triage. No script-reading. No handoffs between three teams before anyone with context shows up.
24/7
Emergency (P0/P1)
Production down or security incident. Senior engineer answers — no phone tree, no scripts.
(754) 900-2225 Business hours
Ongoing work (P2/P3)
Planned work, tuning, configuration changes. Goes to your named engineering contact.
[email protected] Always open
Questions & advice
No ticket required. If you just need a quick sanity check, ask.
[email protected]SLA targets
What you can expect when you call.
Committed response targets, measured and reported monthly.
| Severity | Initial response | Channel |
|---|---|---|
| P0 — Production down | < 15 min | Phone · 24/7 |
| P1 — Major degradation | < 30 min | Phone · 24/7 |
| P2 — Non-blocking issue | < 4 hr | Email · business hours |
| P3 — Request / tuning | < 1 business day | Email · business hours |
Emergency line
Need help right now?
Call the 24/7 emergency line. An engineer with real authority answers — not a dispatcher.