Service Level Agreements

AvaCloud is a managed blockchain service. As part of our offering, we provide multiple tiers of client service support tailored to different organizational needs.

Starter Tier

For agile developers and small teams who prefer self-service management.

  • Support Access:

    • Self-service documentation
    • Community support

  • Consultation:

    • 1 pre-deployment consult

  • Support Channel:

    • Ticket submission via email or chatbox

  • SLA:

    • Support response: best effort
    • Incident response: 10 minutes

  • Best for:

    • Developers who can self-manage

Pro Tier

Ideal for teams seeking more support and regular consultation throughout deployment and maintenance.

  • Support Access:

    • Consultations every two weeks (bi-weekly)
    • Dedicated channel with specialists
    • Ticketed support available via the Portal and dedicated channel

  • Coverage:

    • Regional time zone coverage

  • SLA:

    • Support response: 1 business day, resolution: 3 business days
    • Incident response: 10 minutes

  • Additions:

    • Quarterly health check
    • Roadmap Q&A session
    • Access to engineering dashboards to gain insight into all operational parameters of the network.

  • Best for:

    • Teams needing reliable guidance and faster response times

Enterprise Tier

For large teams requiring high uptime, reliability, and live support.

  • Support Access:
    • Weekly (and ad-hoc as needed) consults
    • 2 dedicated specialists
  • Coverage:
    • Global time zone
    • Guaranteed throughput & node sizing
  • Reporting:
    • Retrospectives
    • Mitigation reports
  • SLA:
    • Support response: 4 hours, resolution: 24–48 hours
    • Incident response: 10 minutes
  • Additions:
    • Integration support
    • Quarterly business review
    • Access to engineering dashboards to gain insight into all operational parameters of the network.
  • Best for:
    • Mission-critical applications where downtime is not an option

Enterprise Plus Tier

The highest level of management, responsiveness, and support—ideal for mission-critical, global-scale teams.

  • Includes Everything from Enterprise, Plus:
    • Dedicated Project Manager
    • Cross-team coordination
    • Full AvaCloud team involvement
  • Extras:
    • Global, white-glove onboarding
    • Custom performance tuning
    • Private testnets
  • SLA:
    • Support response: 1 hour
    • Resolution: 12–24 hours
    • Incident response: 10 minutes
  • Additions:
    • Custom runbooks & upgrade planning
    • Roadmap influence
    • Executive business reviews
  • Best for:
    • 24/7 partnership for global-scale apps

If you need more help, explore our other articles or reach out to our support team via chat or email [email protected]. All examples provided are for demonstration purposes only.

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