Partners
SLA & Support
Uptime guarantees, response times, escalation paths, and support tiers for partners.
SLA & Support
Enterprise-grade reliability with clear commitments and transparent escalation.
Uptime SLA
| Tier | Uptime Guarantee | Credit |
|---|---|---|
| Standard | 99.5% monthly | 5% for every 0.1% below |
| Premium | 99.9% monthly | 10% for every 0.1% below |
| Dedicated | 99.95% monthly | 15% for every 0.1% below |
Measurement: HTTP 200 responses on /api/v1/health from 3 geographic probes.
Exclusions: Scheduled maintenance (announced 72h in advance), force majeure, third-party outages (AWS, LLM providers).
Response Time SLA
| Severity | Definition | Initial Response | Resolution Target |
|---|---|---|---|
| P1 | Platform down or data breach | 1 hour | 4 hours |
| P2 | Major feature broken, workaround exists | 4 hours | 24 hours |
| P3 | Minor bug, cosmetic issue | 24 hours | 72 hours |
| P4 | Question, enhancement request | 48 hours | Best effort |
Support Channels
Standard (All Tiers)
- Email: support@centricity.co.in
- In-app Zen WF4 Support Ops (AI-assisted)
- Documentation: https://sentinel-ai-platform.centricitywealth.tech
Premium & Dedicated
- All Standard channels, plus:
- Dedicated Slack / Teams channel
- Monthly business review
- Quarterly roadmap session
- Priority feature requests
Escalation Path
L1: Support Agent (AI-assisted triage)
↓ (if unresolved in SLA)
L2: Technical Lead (engineering team)
↓ (if P1 or unresolved in 24h)
L3: Engineering Manager + On-call engineer
↓ (if data breach or regulatory issue)
L4: CTO + Legal + Compliance
Status Page
Real-time platform status: status.centricitywealth.tech
Subscribable via:
- Email alerts
- Slack integration
- RSS feed
- Webhook