Solutions / Service Levels
Service Levels
Support, service operations, and availability — three independent dimensions, tailored to your needs.
Support Tiers
Choose the support level that matches your operational needs — independent of your infrastructure and availability configuration.
Basic
- Response Time (P1)
- Best Effort
- Support Hours
- Best Effort
- Channels
- Portal, Email, Phone
- Priority Handling
- 7×24 Upgrade Possibility
Standard
- Response Time (P1)
- Next Business Day
- Support Hours
- 5×8
- Channels
- Portal, Email, Phone
- Priority Handling
- 7×24 Upgrade Possibility
Premium
- Response Time (P1)
- 4 hours
- Support Hours
- 5×8
- Channels
- Portal, Email, Phone
- Priority Handling
- 7×24 Upgrade Possibility
Enterprise
- Response Time (P1)
- 4 hours
- Support Hours
- 5×13
- Channels
- Portal, Email, Phone
- Priority Handling
- 7×24 Upgrade Possibility
Basic | Standard | Premium Recommended | Enterprise | |
|---|---|---|---|---|
| Response Time (P1) | Best Effort | Next Business Day | 4 hours | 4 hours |
| Support Hours | Best Effort | 5×8 | 5×8 | 5×13 |
| Channels | Portal, Email, Phone | Portal, Email, Phone | Portal, Email, Phone | Portal, Email, Phone |
| Priority Handling | ||||
| 7×24 Upgrade Possibility |
Service Operation Modes
Every managed service runs in one of two operation modes — choose the setup that fits your reliability requirements.
Basic Operation
Standard single-instance deployment. Suitable for development, staging, and non-critical production workloads.
- Single instance deployment
- Standard configuration
- Manual recovery on failure
- Cost-effective setup
High Availability
Multi-instance deployment with automatic failover and redundancy. For production workloads that demand uptime.
- Multi-instance with redundancy
- Automatic failover
- Load-balanced traffic
- Zero-downtime maintenance
How Availability Works
Service availability is a product of your platform infrastructure and your service configuration — not a standalone tier you purchase.
Natron Cloud Infrastructure
On Natron Cloud, the infrastructure tier determines the base availability for your environment.
Key Insight
A High Availability service on 99.9% Natron Cloud infrastructure inherits the full 99.9% SLA. A Basic Operation service cannot achieve HA-level availability regardless of the infrastructure tier.
Other Platforms
For on-premise, Azure, or Google Cloud deployments, service availability depends on the underlying platform and its SLA — Natron manages the service layer, while the infrastructure availability is determined by the platform provider or your own hardware.
Need help choosing the right SLA?
Our team can help you select the appropriate SLA for your business needs.
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