Service-level terms for client environments on commonground.nu. Three tiers (basic / standard / premium), four response-time categories, one escalation path. English canonical.
| Level | Example | Basic | Standard | Premium |
|---|---|---|---|---|
| P1 · critical | Site offline, data loss | 4 hours | 1 hour | 15 min |
| P2 · high | Functionality broken, workaround | 8 hours | 2 hours | 30 min |
| P3 · medium | Issue without direct impact | 2 work days | 1 work day | 4 hours |
| P4 · low | Request, question, small ask | 5 work days | 3 work days | 1 work day |
Not happy with response or resolution: call {{ ESCALATION_NAME }} directly on {{ ESCALATION_TEL }}. One person, no ticket system for escalations. Conduction grade, not vendor-helpdesk grade.
Custom development, integrations with third-party systems, and data migrations are separate engagements (see quotation). Availability is measured excluding planned maintenance (announced 5 work days in advance, max 4 hours per month).
Cancellable monthly with a 30-day notice period. No complicated discounts for annual contracts; we think it's more important that you can walk away if we don't deliver.