SLA & Support
Reliable, responsive support backed by clear service-level agreements. Choose the plan that fits your business.
Support Plans
Every Xcobean client gets Standard support. Upgrade for faster response times, more channels, and dedicated attention.
Standard
with every service
- Email support
- 8-hour response time
- Business hours (8 AM – 6 PM EAT)
- Knowledge base access
- Ticket portal access
Priority
per month
- Email + phone + WhatsApp
- 4-hour response time
- Extended hours (7 AM – 9 PM EAT)
- Quarterly business reviews
- Priority ticket queue
- Knowledge base access
Enterprise
per month
- Dedicated account manager
- 1-hour response time
- 24/7 support
- Proactive monitoring & alerting
- Monthly business reviews
- On-site visits (quarterly)
- All Priority features
Escalation Process
Every issue follows a clear escalation path to ensure timely resolution.
Level 1
Help Desk
Initial triage, common issues, password resets, and basic troubleshooting.
Level 2
Senior Engineer
Complex technical issues, configuration changes, and advanced diagnostics.
Level 3
Solutions Architect
System-level problems, architecture reviews, and cross-platform issues.
Level 4
Director
Critical escalations, SLA breaches, and executive-level resolution.
SLA Guarantees
We commit to measurable service levels so you can plan with confidence.
| Metric | Standard | Priority | Enterprise |
|---|---|---|---|
| Uptime guarantee (hosted services) | 99.9% | 99.9% | 99.9% |
| Initial response time | 8 hours | 4 hours | 1 hour |
| Critical issue resolution target | 24 hours | 8 hours | 4 hours |
| Non-critical resolution target | 5 business days | 2 business days | 1 business day |
| Support hours | 8 AM – 6 PM EAT | 7 AM – 9 PM EAT | 24/7 |
| Dedicated account manager | — | — | |
| Proactive monitoring | — | — |
Get in Touch
Reach our support team through any of these channels.