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Service Level Agreement

Avalah’s SLA gives you clearly defined response times, transparent support processes, and prioritised access to our support team. Whether the issue affects production, warehouse operations, integrations, or day-to-day ERP usage, you know exactly how quickly your request will be handled and what to expect throughout the process.

Response Time Commitment

Guaranteed Response Times for Your Production Environment.

Our SLA gives you a defined, measurable commitment. When you submit a support ticket, you know exactly how fast we will respond based on the severity of the issue. The monthly SLA fee covers response time guarantees and prioritisation in our support queue. All actual work on support tickets, including analysis, troubleshooting, configuration and development, is billed separately on a time and materials basis.

How it works

The SLA defines how support is delivered, including availability, response times, and how requests are prioritised.

Ticket Priorities

Every ticket is classified by business impact:

P1 — Critical: system down or business-critical process not working

P2 — Serious: key functionality impaired, but a workaround exists

P3 — Low: user guidance, minor defects, improvement requests

 

Three Response Tiers

  • Critical

    • Standard: 8 hours
    • Priority: 4 hours
    • Critical: 2 hours

  • Standard

    • Standard: 1 business day
    • Priority: 8 hours
    • Critical: 4 hours

  • Low priority

    • Standard: 5 business days
    • Priority: 3 business days
    • Critical: 2 business days

Response times are measured during service hours only. The clock stops while we are waiting for your input, access, or a decision, or when the issue depends on a third-party service.

Service Hours

Support is available on business days (Monday to Friday), 09:00–17:00 local time. Weekend and public holiday coverage for critical issues is available as an add-on with our highest tier.

 

Weekend and Holiday Add-On

Available together with the Critical tier. Covers P1 response on weekends and public holidays during 09:00–17:00 local time. P2 and P3 tickets are handled starting the next business day.

Time and Materials Billing

The SLA fee does not include working hours. All ticket related work is billed on a time and materials basis, and this includes acknowledgement, triage, communication, analysis, troubleshooting, configuration changes, development, deployment and data correction. Minimum charge per ticket is 12 minutes.

Take the uncertainty out of support.

 

With clear response times, defined priorities and transparent billing, you always know what to expect. Our support model gives you full visibility into how work is handled and what it costs, so you can keep your operations running smoothly and scale with confidence.

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Book a Consultation

We offer a 30-minute introductory call to review your current setup and discuss how we can help. No preparation needed — just bring your questions.