From edc38280ea1283ab6170f825283b3d358d00b142 Mon Sep 17 00:00:00 2001 From: Krrish Dholakia Date: Wed, 19 Mar 2025 09:09:02 -0700 Subject: [PATCH] docs(enterprise.md): clarify sla's --- docs/my-website/docs/enterprise.md | 6 +++--- 1 file changed, 3 insertions(+), 3 deletions(-) diff --git a/docs/my-website/docs/enterprise.md b/docs/my-website/docs/enterprise.md index 0306a5b452d..5aeeb710ffc 100644 --- a/docs/my-website/docs/enterprise.md +++ b/docs/my-website/docs/enterprise.md @@ -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