What SLA response times does enterprise support include?
CoreNova’s enterprise SLA includes a 15-minute response for critical issues and a 2-hour response for standard issues, with a named account manager assigned to every enterprise client. Support tiers range from standard business-hours coverage to 24/7 dedicated support.
Standard
Stable environments. Predictable workloads. |
Premium
Business-critical systems. Need a faster response. |
Enterprise
Mission-critical systems. Cannot afford downtime. |
Standard
Includes
Email ticketing, monthly health checks, quarterly reviews |
Response Times
4 business hours |
Best For
Stable environments. Predictable workloads. |
Premium
Includes
Prioritised tickets, proactive monitoring, bi-monthly optimisation reviews |
Response Times
2 hours |
Best For
Business-critical systems. Need a faster response. |
Enterprise
Includes
Named account manager, real-time monitoring, guaranteed SLA, on-demand escalation to engineering |
Response Times
Critical: 15 min, Standard: 2 hours
Best For
Mission-critical systems. Cannot afford downtime. |
Dont take our words, only. See our work
Named account manager for every enterprise client
Assigned at onboarding. Single point of contact. Available on a first-name basis. |
15-minute response for critical issues
Measured from ticket creation to first human response. SLA credit if missed.
99.5% uptime target
Based on CoreNova-managed environments. Actual uptime is reported monthly. |
Find the right support for your business
Automation supports internal teams. Downtime is inconvenient.
Business-hours coverage is sufficient. Lower cost. |
Recommended Tier:
Standard |
Automation supports customer-facing operations. Downtime loses revenue.
Extended hours. Faster response. Proactive monitoring. |
Recommended Tier: Premium
Automation is mission-critical. Downtime stops your business.
24/7 coverage. Named account manager. Financial SLA guarantee.
Recommended Tier:
Enterprise |
Automation is mission-critical. Downtime stops your business.
Minimal support needed.
Recommended Tier: Standard
You have multiple platforms across departments
Coordination required. Being named an account manager is valuable. |
Recommended Tier: Premium or Enterprise
You are a bank, government entity, or healthcare provider
Compliance requires documented SLAs and escalation paths.
Recommended Tier: Enterprise
Book a support consultation. We will assess your environment, recommend the right tier, and walk you through SLA details. No obligation. No pressure.
