SLA and Priorities

Request Classification

Request Types

Type	Description
Incident	Failures, crashes, execution errors
Service Request	Assistance with usage, instructions, consultations
Change Request (RFC)	Adding functionality, UX improvements, API changes
Problem	Recurring failures requiring a permanent solution

Priority Levels

Priorities are determined by the degree of impact on the Customer's business processes:

Priority	Description	Response Time	Resolution Time
🔴 P1 — Critical	System unavailable, no workaround	≤ 30 minutes	≤ 8 hours
🟠 P2 — High	Core functionality impaired	≤ 1 hour	≤ 2 days
🟡 P3 — Medium	Impairment with available workaround	≤ 4 hours	≤ 5 days
🟢 P4 — Low	Feature requests, minor defects	≤ 8 hours	With the next release

Quality Metrics

The following indicators are tracked to measure support effectiveness:

• Tickets resolved on time — percentage of tickets closed within SLA
• Average response time — average time from registration to first response
• Average resolution time — average time to full resolution
• Number of critical incidents — count of P1 tickets for the period
• CSAT — customer satisfaction score (via surveys)

Support Limitations

Technical support does not cover:

• Unauthorized modifications to the source code
• Errors caused by non-compliance with system requirements
• External services and systems not part of Взрыв4D
• Hardware or third-party software support

Warranty Service

The developer guarantees the integrity and operability of the delivered software instance for a warranty period of 12 months from the date of delivery.

During the warranty period, identified defects and failures not related to violations of operating conditions are resolved at no additional charge.

Relationship to Contracts

The support level is defined by the SLA included in the contract or a separate maintenance agreement.

Under free-tier support, the following are available:

• Answers to standard questions
• Resolution of critical defects
• Updates according to an agreed schedule