For all of our regular customers, we do not guarantee any specific SLA for incidents and response time. The usual response time of our customer success team is 20min - 1h during the business hours (Mo-Fr, 9:00 - 19:00 CET).

In case of critical incidents, we guarantee 24 hours resolution time, as you can see we guarantee 24 hours RTO to full restore the entire production environment. We also guarantee that your data is fully backed up once a day.

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