SLA Tiers & Coverage
Tier 1
Enterprise / Mission-Critical
Availability99.99%
P1 Response15 Minutes
P2 Response1 Hour
Dedicated CSM24/7
Quarterly Business Reviews
Tier 2
Business / Priority
Availability99.9%
P1 Response30 Minutes
P2 Response4 Hours
Support Hours18/5
Monthly Reports
Tier 3
Standard / Self-Service
Availability99.5%
P1 Response4 Hours
P2 Response1 Business Day
Support Hours9/5
Knowledge Base & Chat
Response & Resolution Matrix
| Priority Level |
Definition |
Initial Response |
Resolution Target |
Escalation Path |
| P1 - Critical |
System down, data loss, complete service failure |
15m - 4h |
2 - 8 hours |
Engineering Lead → VP Ops |
| P2 - High |
Major feature impaired, significant performance degradation |
30m - 8h |
4 - 24 hours |
Senior Engineer → Division Director |
| P3 - Medium |
Minor issue, workaround available, non-blocking |
2h - 1 day |
1 - 5 business days |
Support Specialist → Team Lead |
| P4 - Low |
Cosmetic, feature request, documentation update |
1 - 2 days |
Next release cycle |
Queue → Product Backlog |
Global Support Channels
📞
24/7 Hotline
+41 22 000 ZENTH
Emergency & P1 Only
✉️
Secure Email
support@aevumzenth.com
TLS Encrypted
💬
Client Portal
portal.aevumzenth.com
Ticketing & Docs
🌐
Regional Hubs
NYC · London · Tokyo
Local Language Support
System Health & Status
Real-time operational status across core enterprise platforms. Last updated: Just now
Core API Gateway
99.99% Uptime
Client Portal
99.95% Uptime
Data Sync Engine
99.98% Uptime
Analytics Dashboard
Degraded Performance
Identity & Access
99.99% Uptime
Global CDN
100% Operational