Support SLA Policies
Last updated:
The following table outlines our current Tyk Support SLA Policies
| Included Capabilities | Free | Standard | Enhanced (Silver) | Premier | Signature (Gold) |
|---|---|---|---|---|---|
| Type | Best Efforts | Best Efforts | SLA | SLA | SLA |
| Support Hours | - | - | 9x5 1TZ | 24x7x365 | 24x7x365 |
| Number of Named Users | 0 | 1 | 3 | 5 | 10 |
| Response Time - Severity 1 | - | 48 hours | 4 hours | 2 hours | 1 hour |
| Response Time - Severity 2 | - | 96 hours | 12 hours | 8 hours | 4 hours |
| Response Time - Severity 3 | - | 14 days | 24 hours | 24 hours | 8 hours |
| Issue Prioritization | Low | Low | Medium | High | Highest |
| Custom Solution Architect | - | - | - | Pooled | Named |
| Community Forum | Included | Included | Included | Included | Included |
| Support Portal | - | Included | Included | Included | Included |
| Screen Shares | - | - | - | 6 per year | Unlimited |
| Phone Line for Severity 1 issues | - | - | - | - | Included |
| Release Notifications | - | - | Included | Included | Included |
| Playbooks | - | - | - | Included | Included |