Availability target
Pingtree targets high service availability for core platform functionality, excluding scheduled maintenance, force majeure events, and third-party outages beyond Pingtree control.
Planned maintenance windows are communicated in advance whenever reasonably possible.
Support response objectives
Support tickets are prioritized by severity and business impact.
- Critical incidents: initial response target within 4 business hours
- High priority issues: initial response target within 1 business day
- Standard requests: initial response target within 2 business days
Incident management
Pingtree maintains incident response procedures for detection, triage, mitigation, and communication.
For major incidents, updates are provided through support channels until service is restored.
Limitations
SLA targets are service objectives and do not modify governing contractual terms unless expressly included in a signed agreement.
This page is a baseline policy summary and may be updated as enterprise agreements evolve.