Devsy Host aims to deliver reliable services with transparent support and escalation policies. Typical elements include:
- Uptime SLA: Standard commercial offerings often include an uptime commitment (for example, 99.9% or 99.95%). If the SLA is not met, customers may be eligible for service credits; exact terms vary by plan and are documented in the service agreement.
- Support Tiers: - Basic: email/ticket support with standard business-hours response. - Pro: faster response times, chat support, and limited phone hours. - Enterprise: 24/7 priority support, dedicated account manager, and faster SLAs for critical incidents.
- Escalation: Incidents are triaged by severity. Critical incidents are escalated to senior engineers and, for enterprise customers, to a dedicated technical account manager. Communication channels and response expectations are outlined in the customer's agreement.
What to expect during an outage: transparent status updates via the status page, initial acknowledgement within the SLA window for your support tier, and post-incident reports for major incidents if applicable.
If uptime guarantees or response times are critical for your business, consider Enterprise plans that include higher SLAs, on-call support, and customized runbooks.
