Support contract (SLA)
Support tier → SLA matrix
• Critical: response 2h, fix 24h
• Major: response 8h, fix 72h
• Normal: response 24h, fix 10 days
• Coverage 8–20 Mon–Sat, chat channel
SLA must define: priority definitions, response vs fix time, coverage (hours/days), escalation, penalties. SLA price usually 10–20% of dev cost per month.