Overview
Aevum Encyclopedia is committed to maintaining transparent, reliable, and measurable support standards. This Service Level Agreement (SLA) outlines our commitment to response times, resolution targets, and support coverage for all users and institutional partners.
ℹ️
All response times are measured from the moment a ticket is received and validated. Clock pauses apply during weekends, public holidays, or when additional information is requested from the requester.
Our SLA applies to the following channels:
- In-app support ticketing system
- Enterprise & Institutional support portals
- Priority email channels (support@aevumencyclopedia.com)
- Live chat (during business hours)
SLA Tiers & Timelines
Support response and resolution targets are determined by ticket priority and account tier. Free and standard accounts receive best-effort support, while Premium and Enterprise tiers are bound by contractual SLAs.
| Priority Level |
Initial Response |
Resolution Target |
Applies To |
| Critical |
≤ 1 hour |
≤ 4 hours |
All tiers |
| High |
≤ 4 hours |
≤ 24 hours |
All tiers |
| Medium |
≤ 8 hours |
≤ 3 business days |
Premium & Enterprise |
| Low |
≤ 24 hours |
≤ 5 business days |
Standard & Free |
Priority Classification
Tickets are automatically triaged using our AI-assisted routing system, then manually verified by a support engineer. Priority is assigned based on impact and urgency:
- Critical: Complete system outage, data loss risk, authentication failures affecting >10% of users, or security vulnerabilities.
- High: Major feature degradation, payment/subscription issues, API downtime impacting integrations, or incorrect content affecting academic compliance.
- Medium: Minor bugs, localized display issues, feature requests, or non-blocking performance degradation.
- Low: General inquiries, documentation requests, cosmetic issues, or feedback submissions.
Coverage & Business Hours
Aevum Encyclopedia operates on a global support model. Coverage varies by account tier:
- Free / Standard: Monday–Friday, 09:00–18:00 UTC. Community forums available 24/7.
- Premium: Monday–Friday, 06:00–22:00 UTC. 24/7 monitoring with next-business-day response for non-critical issues.
- Enterprise: 24/7/365 dedicated support with named technical account managers. Guaranteed response within SLA windows regardless of timezone.
Public holidays in the United States and United Kingdom are observed for Standard and Premium tiers. Enterprise coverage remains uninterrupted.
Escalation Process
If a ticket breaches its SLA window or requires specialized engineering review, it automatically follows our escalation matrix:
- L1 Support: Initial triage, basic troubleshooting, documentation routing (0–15 min)
- L2 Engineering: Bug reproduction, account-level fixes, API debugging (15 min–2 hrs)
- L3 Architecture/Security: System-wide incidents, data integrity, infrastructure failures (2–24 hrs)
- Executive/Escalation Manager: Contractual breaches, compliance issues, high-visibility incidents (as needed)
Enterprise clients may request immediate escalation by replying to any active ticket with !escalate or contacting their designated account manager.
Monitoring & Reporting
SLA compliance is tracked in real-time and audited monthly. Key metrics are published in our transparency dashboard:
- Mean Time to Acknowledge (MTTA)
- Mean Time to Resolve (MTTR)
- SLA Breach Rate (< 2% target)
- Customer Satisfaction Score (CSAT)
Enterprise and Premium subscribers receive automated monthly SLA reports via email and dashboard export. Free users can view aggregate health metrics at status.aevumencyclopedia.com.
Frequently Asked Questions
What happens if an SLA is breached? +
Enterprise customers are eligible for service credits according to their contract terms. Standard/Premium users receive priority re-routing and root-cause analysis. All breaches are logged and reviewed in our quarterly reliability audits.
Does the support clock run during weekends? +
For Critical and High severity tickets, yes. For Medium and Low, the clock pauses until the next business day. Enterprise tiers enjoy continuous 24/7 clock tracking.
How can I verify my ticket's current SLA status? +
Log into your support portal and open your ticket. The SLA progress bar shows remaining time, current assignee, and priority level. Real-time notifications are sent at 50%, 90%, and breach thresholds.
Can I request a different SLA tier? +
Yes. Account tier changes take effect immediately for response windows, though historical tickets retain their original priority classification. Contact billing or your account manager to adjust plans.