Incident Severity Levels
Our support team triages all incoming requests according to strict severity protocols to ensure business-critical infrastructure receives immediate engineering attention.
When you rely on AI for operations, downtime isn't an option. We provide highly structured, predictable incident response and uptime guarantees for our Enterprise clients.
Our support team triages all incoming requests according to strict severity protocols to ensure business-critical infrastructure receives immediate engineering attention.
| Severity | Definition | Initial Response Target | Resolution Target |
|---|---|---|---|
| P1 - Critical | Complete Outage. Core automations are entirely down, causing immediate halt to client's primary revenue operations or data loss. | Under 4 Hours (24/7/365 protocol) |
Continuous work until resolved. Status updates every 2 hours. |
| P2 - High | Severe Degradation. Primary workflows are functioning but highly impaired; significant impact on operational efficiency. | Under 8 Hours (Business hours only) |
24-48 Hours. Status updates daily. |
| P3 - Medium | Minor Issue. Non-critical automation failure or UI/chatbot bug that requires a workaround but doesn't halt logic. | 1 Business Day | 3-5 Business Days. |
| P4 - Low | General / Request. Aesthetic adjustments, copy updates, or questions about platform functionality. | 2 Business Days | Scheduled into next sprint. |
If you feel your ticket is not receiving the appropriate priority classification, Enterprise clients have direct access to our Lead Engineering Team via dedicated Slack Connect channels.
To keep AI infrastructure secure and performant, Fastam Solutions schedules routine maintenance. We guarantee that at least 48 hours of advance notice will be provided for any planned maintenance window that may result in more than 5 minutes of localized downtime.
If you are experiencing a P1 Critical Outage, please bypass standard channels and use your dedicated emergency protocol email.