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docs(enterprise.md): clarify sla's

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Krrish Dholakia 2025-03-19 09:09:02 -07:00
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docs/my-website/docs/enterprise.md
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@ -34,9 +34,9 @@ You can use our cloud product where we setup a dedicated instance for you.
Professional Support can assist with LLM/Provider integrations, deployment, upgrade management, and LLM Provider troubleshooting. We can’t solve your own infrastructure-related issues but we will guide you to fix them.
- 1 hour for Sev0 issues
- 6 hours for Sev1
- 24h for Sev2-Sev3 between 7am – 7pm PT (Monday through Saturday)
- 1 hour for Sev0 issues - 100% production traffic is failing
- 6 hours for Sev1 - <100% production traffic is failing
- 24h for Sev2-Sev3 between 7am – 7pm PT (Monday through Saturday) - setup issues e.g. Redis working on our end, but not on your infrastructure.
- 72h SLA for patching vulnerabilities in the software.
**We can offer custom SLAs** based on your needs and the severity of the issue