SLA & Support

Enerzyz offers enterprise-grade service-level commitments and structured support for production deployments. The service levels and support offerings below describe availability targets, response timelines, and escalation procedures. Specific SLA terms are subject to the customer order form.

Service Level Objectives (SLOs)

Our standard target availability for the Enerzyz hosted Service is 99.95% monthly uptime for production-tier services, measured as the percentage of time the Service is reachable and able to serve API requests during each monthly measurement period, excluding scheduled maintenance and permitted outages.

Support Tiers & Response Times

Critical / P1: Severity impacting production (e.g., loss of control signals across production assets) — initial response within 1 hour, 24x7 on-call escalation and continuous remediation updates.
High / P2: Severe functional degradation — initial response within 4 business hours, prioritized engineering attention during business hours and follow-up plans.
Normal / P3: Non-critical issues and general questions — initial response within one business day.

Incident Management & Escalation

For critical incidents, Enerzyz will engage an incident commander, provide regular status updates, coordinate cross-functional response, and follow a documented post-incident review process. Customers may escalate via their support contact or the designated on-call channel defined in the order form.

Service Credits & Exclusions

If Enerzyz fails to meet the agreed SLA availability, customers may be eligible for service credits as set forth in the customer agreement. Service credits are the exclusive remedy for SLA failures. Exclusions include force majeure, customer-caused outages, scheduled maintenance, and third-party outages outside of Enerzyz control.

Support Channels

Support is provided via the customer portal/ticketing system, email and for higher tiers via direct phone and a dedicated technical account manager. Access and contacts are defined in the onboarding documents.

Contact

For support inquiries and onboarding: support@enerzyz.com. For enterprise SLA negotiation: sales@enerzyz.com.