Service Level Agreement
Support response times by plan and how enterprise customers get a formal SLA.
Support response by plan
Every plan includes email support, with response targets that vary by tier:
- Sapling (free): within 72 hours
- Tree: within 48 hours
- Grove: within 24 hours
- Forest (Enterprise): two-hour on-call support
These targets are support goals, not contractual commitments; formal service-level agreements are available on Forest only. Targets apply to standard support requests submitted through Astell's support channels. Critical production issues on enterprise plans are handled under the terms of the Order Form or SLA.
What is covered
Support includes help with account access, integration setup, billing questions, and product troubleshooting. It does not cover custom development, on-premise deployment configuration, or third-party services you connect to Astell. Grove and Forest include dedicated onboarding; Forest customers can also arrange on-premise deployment, dedicated resources, and compliance documentation such as the SOC 2 report (on availability) and HIPAA BAAs.
Enterprise SLA
Forest customers can negotiate a formal SLA covering uptime, support response, and escalation paths. SLAs are defined in the Order Form or a separate agreement. To discuss an enterprise SLA, email founders@labtwofour.com with your organization name, plan requirements, and any specific uptime or response time needs.