Uptime SLA
- Infrastructure: 99.95% availability, measured monthly.
- Hardware replacement: Faulty GPUs swapped within 4 hours during business hours, 8 hours overnight.
Support tiers
| Tier | First response | Channels |
|---|---|---|
| Standard | ≤ 4 hours | Email, portal |
| Priority | ≤ 1 hour | Email, portal, chat |
| Enterprise | ≤ 15 minutes (24×7) | Phone, chat, Slack Connect, dedicated TAM |
Escalation
All sev-1 tickets automatically page our on-call engineer. If you do not get a response within the SLA window, escalate to escalations@apetops-us.com.