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Service levels

Sencai offers a small set of uptime and response-time targets, 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.

The service levels

Section titled “The service levels”

Three monthly uptime levels are offered - 99.9%, 99.95%, and 99.99% - each backed by its own response times and out-of-hours cover.

Which one applies to you is agreed in your contract. A service level is not something a plan unlocks: a higher level costs more because people carry it, not because it switches anything on in the product. Everything in the platform is available to every paid organization regardless of the service level you hold - see Organization plans.

SLA reports

Section titled “SLA reports”

Support → SLA → Reports (/gravity/support?tab=sla&view=reports) 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.

SLA tier catalog and breach log

Section titled “SLA tier catalog and breach log”

Support → SLA → Tiers & breaches (/gravity/support?tab=sla&view=tiers) has two sections:

  • SLA Tiers - the platform’s reference service-level definitions (first response target, resolution target, uptime target). This is informational; the definitions are managed by Sencai and tied to the service level agreed in your contract, 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

Section titled “Health snapshots”

Support → SLA → Health snapshots (/gravity/support?tab=sla&view=snapshots) 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.

The Health tab of the Support centre (/gravity/support?tab=health) shows the Customer Health Overview: a composite score across usage, growth, feature adoption and support. The score is calculated for your primary organization, not for the organization currently selected in the switcher, and the page says so when the two differ. Until a score has been computed the tab shows “No health record yet”.

Exclusions and raising a claim

Section titled “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

Section titled “What’s next”