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SLA and support schedule (self-serve plans)

This page publishes the standard support schedule for self-serve commercial plans.

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  • Owner: RecSys maintainers (contact@recsys.app)
  • Last reviewed: 2026-02-08
  • Next review due: 2026-05-08

Scope

Default schedule on this page applies to:

  • Commercial Evaluation
  • Starter
  • Growth

Enterprise terms may override this schedule in a signed Order Form.

Standard plan schedule

Plan Default response expectation Contractual SLA by default
Commercial Evaluation Best-effort async No
Starter Best-effort async No
Growth Async first response target within 2 business days No

Severity reference (when SLA add-on is purchased)

The following severity mapping is used unless overridden in an Order Form:

  • P1: service unavailable or critical production impact
  • P2: major functionality degraded with workaround risk
  • P3: non-critical defect or advisory

Response targets and any service credits are contractual only when explicitly included in a signed Order Form.

Add-on model

Optional add-ons for Growth/Enterprise:

  • 8x5 SLA
  • 24x7 SLA

Add-on scope, response targets, and exclusions are recorded in the Order Form.

Canonical references