Support, SLAs & Service Levels
Support tiers, response times, uptime guarantees, and onboarding.
What support do you offer?
- Free — community forum and self-serve documentation.
- Standard — email support, 24–48 hour response time.
- Pro — priority email and chat support, 2–4 hour response time, 99.5% uptime SLA.
- Enterprise — dedicated customer success manager, 24/7 phone support, 99.9% uptime SLA with service credits.
What's your uptime track record?
Live uptime is published at status.respectly.ai. Our Pro SLA commits to 99.5% monthly uptime; the Enterprise SLA commits to 99.9% monthly uptime with service credits if missed. Planned maintenance is announced at least 48 hours in advance and scheduled during low-traffic windows.
Do you offer onboarding help?
- Free and Standard — self-service onboarding with the OOBE wizard, plus written docs and video tutorials.
- Pro — a guided 30–60 minute setup call with a Respectly specialist.
- Enterprise — full white-glove onboarding including data migration, custom workflow design, team training, and ongoing consultation.
How do I escalate a critical issue?
On Pro and Enterprise plans, mark your support ticket as Urgent and include "P1" in the subject. Enterprise customers can also call their CSM directly. For service outages, check status.respectly.ai first — we update it in real time.