Service levels

Sencai publishes uptime and response-time targets per plan, and the app has a set of tools under Support for tracking how your organization is doing against them. This page explains what those targets are and what the in-app reporting tools measure - not the contract itself.

Note

This page describes what the product reports, not your binding SLA terms. The Master Service Agreement is the definitive source for SLA commitments, exclusions, and how a service-credit claim is handled - if the two ever seem to disagree, the agreement governs.

SLA targets by plan

Plan	SLA	First response
Starter	- (no uptime SLA)	Email, 3 business days
Professional	99.9%	Priority email + chat, 8h
Business	99.95%	Chat + phone (24×5), 2h
Enterprise	99.99%	24×7, dedicated engineer

See Plans for the rest of what each tier includes. Enterprise organizations can also negotiate custom SLA terms directly - see your agreement or contact your account team.

SLA reports

Support → SLA Reports (/gravity/support/sla) generates a report for a period you choose (it defaults to the previous calendar month) and shows:

• Uptime for the period.
• P1 average response time - how quickly P1 tickets got a first response, on average.
• Ticket counts, including how many were P1.
• Whether the period is marked Met or Breached against the reference targets, and - if breached - a calculated service-credit percentage.

Any member of your organization can generate a report; report history is listed on the same page.

Caution

Uptime measurement in this report currently defaults to 100% pending a monitoring integration - it does not yet reflect real instance/service uptime. Treat the P1 response-time and ticket figures as the meaningful part of this report today, and the uptime figure as not yet live.

SLA tier catalog and breach log

Support → SLA Overview (/gravity/support/sla-overview) has two sections:

• SLA Tiers - the platform’s reference tier definitions (first response target, resolution target, uptime target per plan). This is informational; tier definitions are managed by Sencai and tied to your organization’s plan, not something your organization edits itself.
• SLA Breaches - your organization’s own log of recorded breach events (first-response or resolution), with a 30-day summary count and full history below it.

Health snapshots

Support → SLA Health Snapshots (/gravity/support/sla-report) shows an hourly operational snapshot of your organization - a health score, open and resolved ticket counts, and whether that hour’s snapshot crossed the breach condition (currently: more than 5 open tickets at capture time). Pick a 7, 30, or 90-day window to see aggregated compliance and average health score for that period, and export the raw data as JSON.

Caution

Snapshot capture runs on an hourly schedule when it’s switched on, but it isn’t enabled today - so this screen may show no snapshots and empty window aggregates. If you need health snapshot reporting for your organization, raise it with your account team.

A related, organization-wide Customer Health Overview page exists in the app but isn’t available yet - it currently shows a “not implemented” notice instead of data.

Exclusions and raising a claim

The in-app reports don’t track SLA exclusions (for example, scheduled maintenance windows) as a separate category - what counts as an exclusion and how a breach becomes a formal service credit is defined in your Master Service Agreement. If a report shows a breach and a credit percentage, that figure is calculated and recorded on the report; to have a credit applied to your account, raise it with your account team or through a support ticket referencing the report period - it isn’t applied automatically today.

What’s next

• Getting help - opening and escalating tickets
• Master Service Agreement - the binding SLA and exclusion terms
• Plans - what’s included at each tier
• Audit log - the underlying record of activity on your organization