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Cloud Support SLA Policies

The following table outlines our current Tyk Cloud support SLA Policies

Coverage Free Standard Silver Gold
Support Hours Best Efforts Best Efforts, Monday-Friday, not including holidays 8am-5pm Local Time (1 timezone), Monday-Friday (inclusive). 24x7x365
Number of Named Users 0 1 3 6
Response Time - Severity 1 N/A 48 hours 4 hours 1 hour
Response Time - Severity 2 N/A 96 hours 12 hours 4 hours
Response Time - Severity 3 N/A 14 days 24 hours 24 hours
Issue Prioritisation Low Low Depends on Severity Depends on Severity - generally highest
Channel Availability Community Forum Email, Support Portal Email, Support Portal, Screenshare Email, Support Portal, Screenshare, Phone Line for Severity 1 issues
Release Notifications N/A N/A Included Included
Playbooks N/A N/A Included Included
Screen Shares N/A N/A 2 Monthly Unlimited
Private Slack Channel N/A N/A N/A Optional Add-on