Solutions / Service Levels
Service Levels
Support, service operations, and availability — three independent dimensions, tailored to your needs.
Support Tiers
Choose the support level that fits your operations. The choice is independent of your infrastructure and availability configuration.
Basic
- Response Time (P1)
- Best Effort
- Support Hours
- Best Effort
- Channels
- Portal, Email, Phone
- Priority Handling
- 7×24 Upgrade Possibility
Standard
- Response Time (P1)
- Next Business Day
- Support Hours
- 5×8
- Channels
- Portal, Email, Phone
- Priority Handling
- 7×24 Upgrade Possibility
Premium
- Response Time (P1)
- 4 hours
- Support Hours
- 5×8
- Channels
- Portal, Email, Phone
- Priority Handling
- 7×24 Upgrade Possibility
Enterprise
- Response Time (P1)
- 4 hours
- Support Hours
- 5×13
- Channels
- Portal, Email, Phone
- Priority Handling
- 7×24 Upgrade Possibility
Basic | Standard | Premium Recommended | Enterprise | |
|---|---|---|---|---|
| Response Time (P1) | Best Effort | Next Business Day | 4 hours | 4 hours |
| Support Hours | Best Effort | 5×8 | 5×8 | 5×13 |
| Channels | Portal, Email, Phone | Portal, Email, Phone | Portal, Email, Phone | Portal, Email, Phone |
| Priority Handling | ||||
| 7×24 Upgrade Possibility |
Service Operation Modes
Every managed service runs in one of two operation modes. Choose the mode that fits your availability requirements.
Basic Operation
Standard single-instance deployment. Suitable for development, staging, and non-critical production workloads.
- Single instance deployment
- Standard configuration
- Manual recovery on failure
- Lower cost
High Availability
Multi-instance deployment with automatic failover and redundancy. For production workloads that demand uptime.
- Multi-instance with redundancy
- Automatic failover
- Load-balanced traffic
- Zero-downtime maintenance
How Availability Works
Your effective SLA depends on two factors. Pick a combination to see the result.
Natron Cloud tiers shown. For BYOC or on-premise, infrastructure SLA depends on your provider.
Need help choosing the right SLA?
We help you choose the SLA that fits your requirements.
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