Support SLA
On this page
This page covers support response times: how quickly a qualified person acknowledges a ticket. It does not cover resolution time, which depends on the issue, and it does not cover uptime, for one specific reason worth stating plainly:
Twigex is self-hosted software. A customer's Twigex instance runs on their infrastructure, not ours. We can't monitor it, and we can't promise it stays up, because we don't control the server it's running on. What we control, and what this page governs, is how fast we respond when a customer tells us something is wrong, and how we handle a security incident on the infrastructure we do operate (the license server, the account portal, and payment processing). Once managed cloud ships, it will carry its own separate uptime SLA, published at that time.
Support tiers
Response time depends on which plan the ticket is filed under.
| Tier | Plan | Coverage |
|---|---|---|
| No SLA | Community (free, self-hosted) | Best-effort support via GitHub issues and community channels. No response-time commitment. |
| Standard SLA | Self-hosted license (paid) | Ticket-based support with the response times below, Monday to Friday, business hours. |
| Custom SLA | Enterprise+ | 24/7 coverage for P1/P2, a named contact, and terms negotiated directly. Figures below are the floor, not the ceiling. |
Priority levels
Every ticket gets triaged into one of four levels. The customer's stated urgency is a starting point, not the final word, Twigex confirms the level.
- P1, Critical. A confirmed security incident or data breach affecting Twigex-operated infrastructure, or a vulnerability in the self-hosted release with no available workaround.
- P2, High. A major feature broken with no workaround for a significant part of the deployment, e.g. license activation failing, SSO integration down.
- P3, Normal. A non-critical bug or degraded functionality where a workaround exists.
- P4, Low. A general question, a cosmetic issue, or a feature request.
Response times
Time to first qualified response, not resolution. Business hours: Monday to Friday, 09:00 to 18:00 CET.
| Priority | Self-hosted license | Enterprise+ |
|---|---|---|
| P1, Critical | Same business day | 4 hours, 24/7 |
| P2, High | 1 business day | 8 hours, 24/7 |
| P3, Normal | 2 business days | 1 business day |
| P4, Low | 3 business days | 2 business days |
Security incidents and data breaches
This applies regardless of plan, since a breach affecting Twigex-operated systems is everyone's problem, not a paid feature.
If Twigex confirms a security incident affecting infrastructure we operate (license server, account portal, payment processing), the standard P1 response time above applies to the initial acknowledgment.
Customers with an active license are notified within 72 hours of Twigex confirming that a breach affected their account data, in line with GDPR Article 33 notification expectations, even on the free Community plan.
A security issue found in a customer's own self-hosted deployment is the customer's incident to manage, since it runs on their infrastructure. Twigex will still help diagnose and patch a confirmed vulnerability in the software itself under the P1 response time above.
Found a vulnerability? Report it to security@twigex.com.
What this SLA does not cover
| Item | Why |
|---|---|
| Uptime of a self-hosted deployment | Runs on the customer's infrastructure. Not ours to guarantee. |
| Managed cloud uptime | Not launched yet. Will get its own SLA at launch. |
| Performance issues from customer infrastructure | Undersized hardware, network, or database tuning on the customer's side. |
| Feature requests | Logged as P4, but delivery isn't a support commitment. |
Contact
Support requests: wecare@twigex.com. Security issues: security@twigex.com. A dedicated ticket portal is not live yet; email is the channel until then.