First-response targets
We commit to a first human response within these targets, by severity:
| Severity | First response |
|---|---|
| Critical — service down / billing blocker | 4 business hours |
| High — major feature broken | 1 business day |
| Normal — standard request | 2 business days |
| Low — question / minor | 3 business days |
Availability & delivery
- Uptime target: 99.9% monthly availability of the client dashboard.
- Delivery cadence: weekly progress visible in your Performance Hub.
- Support hours: business days, with critical issues monitored continuously.
- Compliance commitment: at least 95% of tickets meet their first-response target.
Accountability
We don't just promise these targets — we measure them. Your workspace shows live first-response compliance against this SLA, computed from your actual support history, so you can see we are meeting our commitments rather than take our word for it.
Escalation
If a target is missed, escalate to support@authorityspecialist.com with your workspace and ticket reference. Enterprise customers have a named contact and escalation path defined in their Order Form.