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| Dimension | Standard | Priority | Mission-Critical |
|---|---|---|---|
| Support hours | Business hours (08:00–17:00 local) | Extended (06:00–22:00 local) | 24/7 for S1 incidents |
| Channels | Email · web portal | + dedicated Slack/Teams channel | + dedicated phone line |
| S1 response | 4 hours | 1 hour | 15 minutes |
| S2 response | 8 hours | 4 hours | 1 hour |
| S3 response | 2 business days | 1 business day | 4 hours |
| S4 response | 5 business days | 3 business days | 1 business day |
| Incident escalation | Standard queue | Named escalation path | Contractual escalation matrix |
| Service reviews | None | Quarterly | Monthly |
| Dedicated TAM | No | Named (shared) | Dedicated |
| Uptime target | 99.5% | 99.9% | 99.95% |
| Maintenance window | 4 hr/month | 2 hr/month | 1 hr/month (pre-approved) |
| Disaster recovery | RPO 24h · RTO 8h | RPO 4h · RTO 2h | RPO 1h · RTO 30min |
| Custom reporting | — | — | Included |
| Reserved capacity | — | — | Available |
| Post-mortem cadence | S1 only | S1 + S2 | S1 + S2 + S3 |
| Plan eligibility | PAYG · Growth · Starter API | Scale · Growth API · Scale API | Enterprise · Enterprise API |
Upgrades. Priority and Mission-Critical are available as add-on upgrades from a lower tier — pricing routes through sales.
Mission-Critical is built for production payments at scale — talk to us about corridor-specific commitments, custom incident playbooks, and dedicated TAM coverage.