Scope
The SLA covers the dashboard, public APIs, SaaS platform, automation execution, and supported integrations.
Unavailability
Relevant incidents include outages affecting the platform, authentication, primary APIs, or dashboard. Scheduled maintenance, third-party failures, and force majeure may be excluded.
Target response times
| Priority | Target time |
|---|---|
| Critical | Up to 2 hours |
| High | Up to 8 business hours |
| Medium | Up to 3 days |
| Low | According to backlog |
Support and dependencies
Support may be provided by email, tickets, the official Discord server, and documentation. Availability can depend on Discord, Twitch, Stripe, Cloudflare, and hosting providers.
Contact
For questions about this document, contact support@poggo.app.