Article · 18 min read

SLA and Support: The Enterprise Ready SaaS Feature Guide

EnterpriseReady (Replicated) · EnterpriseReady.io Free Intermediate

This is the piece that lets you set support expectations in writing before a timezone gap gets read as neglect. It breaks an SLA into the parts an enterprise buyer actually checks: standard support hours, emergency coverage, maximum response times, and severity levels (a Sev1 is app downtime with no workaround, and it should be answered fast regardless of the IST clock). For an India team selling to US and EU, use it to publish honest hours and per-severity response commitments up front, so a customer 12 hours ahead knows exactly when they will hear back instead of assuming silence.

  • Define severity levels and attach a maximum response time to each; downtime with no workaround is a Sev1 and cannot wait for morning in India
  • Publish support hours and emergency coverage explicitly, so a US or EU customer never mistakes a timezone gap for being ignored
  • Match the support tier to the plan (community, email, phone, dedicated contact) so a lean team is not promising 24/7 to everyone
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The question it answers

  1. How do I support and keep an enterprise customer alive after the sale when I'm still a tiny team?

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