SLA Policy
This page describes the Service Level Agreement (SLA) commitments that apply to
your PushOps subscription.
Severity levels and response targets
| Severity | When to declare | First Response | Resolution Target |
|---|---|---|---|
| Sev-1 — Critical | Platform or application fully down, all users impacted, no workaround | 15 minutes | 4 hours |
| Sev-2 — Degraded | Significant degradation affecting your team, workaround may exist | 1 hour | 8 hours |
| Sev-3 — Non-Urgent | Non-critical issues, configuration questions, feature requests, non-production | 1 business day | 3 business days |
Business hours: 09:00–18:00 CET, Monday to Friday.
SLA clocks run during business hours — except Sev-1 incidents, which are
covered 24/7.
When in doubt, raise at the higher severity. Your Customer Success Engineer
will adjust the classification if needed.
What the SLA covers
The SLA applies to the PushOps platform layer managed by CTO2B:
- Kubernetes cluster availability and health
- Infrastructure provisioned by CTO2B (networking, storage, compute)
- GitOps delivery layer (ArgoCD)
- Platform observability stack (Prometheus, Grafana, Loki)
- Ingress and TLS certificate management
- Managed database availability (AWS RDS)
What the SLA does not cover
The SLA does not apply to:
- Your application code, container images, or CI/CD pipelines
- Issues caused by changes your team made to your application or its
configuration - Database schema design, query performance, or data migrations
- Custom integrations outside the standard PushOps stack
- Planned maintenance windows, which are communicated in advance with at least
48 hours' notice
If you need help with application-layer work, ask your Customer Success Engineer
about our Professional Services options.
How to raise a support request
All support requests must be raised via the PushOps Support Portal (Jira
Service Management):
- Go to your support portal link — your Customer Success Engineer will have
shared this. - Click Create request and select the appropriate severity.
- Provide a clear description, any error messages, and the environment
affected.
Sev-1 incidents only: after opening a portal ticket, immediately notify your
team's dedicated Slack support channel. Do not raise a Sev-1 via Slack only — a
ticket must be open.
For the full Sev-1 escalation process, see How to Raise a Sev-1 Incident.
SLA reporting
You can view your open tickets and SLA status at any time in the support portal.
Your Customer Success Engineer reviews SLA performance with you during scheduled
service reviews.
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Updated about 6 hours ago