Service Level Agreement
This page sets out Guardian Pro's support response targets. They depend on your subscription plan and on the ticket's priority.
Support Response Times
The response target is the time from when you open a ticket to the support team's first response. New tickets start at Medium priority; the support team sets the priority from the impact you describe (see Priority Definitions).
| Priority | Solo | Starter | Growth | Scale | Enterprise |
|---|---|---|---|---|---|
| Critical | 8 hours | 4 hours | 4 hours | 2 hours | 1 hour |
| High | 24 hours | 8 hours | 8 hours | 4 hours | 4 hours |
| Medium | 48 hours | 24 hours | 24 hours | 8 hours | 8 hours |
| Low | 72 hours | 48 hours | 48 hours | 24 hours | 24 hours |
Coverage
| Plan | Coverage |
|---|---|
| Solo | Business hours for every priority |
| Starter | Business hours for every priority |
| Growth | Business hours for every priority |
| Scale | 24/7 for Critical; business hours for High, Medium and Low |
| Enterprise | 24/7 for Critical and High; business hours for Medium and Low |
Business hours: Monday-Friday, 9 AM - 6 PM UK time (GMT in winter, BST in summer)
How the Response Clock Works
- The clock starts when the ticket is created. For business-hours coverage it runs only during business hours, so a ticket raised on Friday evening is counted from Monday morning; 24/7 coverage counts every hour.
- The clock is paused while a ticket is Awaiting Reply (waiting on your response), and it stops once the ticket is resolved, closed or cancelled.
- A ticket is flagged as at risk once 80% of its response time has passed, and as breached once all of it has.
Priority Definitions
To ensure consistent prioritization, the support team sets each ticket's priority using these definitions:
Critical
The Guardian Pro platform is completely unavailable, or a core function has failed entirely with no workaround available. This priority indicates a direct and immediate impact on your ability to govern your AWS environment.
Examples:
- Complete inability to log in (affecting all users in the organization)
- All scans failing across all connected accounts
- Data loss or data integrity concerns
- Security vulnerability in the Guardian Pro platform
High
A major feature or function is significantly impaired, but a partial workaround exists. The issue affects your ability to use a core capability effectively.
Examples:
- Remediation failing for a specific service category
- Cost data not syncing for one or more accounts
- Scan failures affecting specific regions or services
- AI Assistant unavailable
Medium
A feature is not working as expected, but the overall platform remains functional. The impact is limited to specific functionality or affects a non-critical workflow.
Examples:
- A specific compliance control reporting incorrect status
- Chart or visualization rendering incorrectly
- Export functionality producing incomplete results
- Notification delivery delays
Low
A minor issue, cosmetic problem, or general question that does not affect your ability to use the platform for its intended purpose.
Examples:
- UI alignment or styling issues
- Documentation questions
- Feature inquiries or requests
- Minor display inconsistencies
Next Steps
- Plans -- Compare plan features including support levels.
- Contact Support -- Submit a support request.
- FAQ -- Common questions and answers.