SERVICE LEVEL AGREEMENT
Maintenance & Hosting Support
EFFECTIVE DATE: FEBRUARY 12, 2026
PROVIDER: RAPTOR TECH (NICHOLAS PAVLINSKY)
1. PURPOSE
This Service Level Agreement (SLA) defines the level of support, response times, and uptime guarantees that Raptor Tech provides to clients subscribing to our Maintenance & Hosting Packages. This agreement ensures that your digital assets remain secure, functional, and performant.
2. BUSINESS HOURS & SUPPORT CHANNELS
To ensure high-quality focused work, support is provided during standard business hours.
Standard Business Hours
Monday – Friday
9:00 AM – 5:00 PM Eastern Time (ET)
Holidays
Support is unavailable on standard US Bank Holidays.
Primary Support Channel
Issues must be submitted via the Client Portal or emailed to hello@raptortech.ai.
3. INCIDENT PRIORITY & RESPONSE TIMES
When you submit a support request, we categorize it based on severity. "Response Time" is the time it takes for us to acknowledge the issue and begin triage, not necessarily the time to reach a final resolution.
| Priority Level | Definition | Response Time Guarantee |
|---|---|---|
| P1: Critical | "Site Down" – The website or application is completely inaccessible or a core feature (e.g., checkout, login) is broken. | 4 Hours (During Bus. Hours) |
| P2: High | "Major Bug" – A significant feature is malfunctioning, but the site is still usable (e.g., contact form broken, image gallery not loading). | 1 Business Day |
| P3: Normal | "Minor Issue" – Visual glitches, text typos, or questions about how to use a feature. | 2-3 Business Days |
| P4: Low | "Feature Request" – Requests for new functionality, design changes, or non-urgent content updates. | 3-5 Business Days |
Emergency After-Hours Support
Critical (P1) issues reported outside of business hours will be addressed ASAP, typically within 24 hours. Non-critical issues reported on weekends will be processed on the following Monday.