Support SLA

1. Severity Classification

• Severity 1 (Critical): Complete loss of telemetry or control loop failure across the entire deployment.
• Severity 2 (High): Significant performance degradation affecting multiple nodes; Unreal Engine API disconnects.
• Severity 3 (Normal): Isolated node failure, general configuration inquiry.

2. Response Matrix

| Tier | Sev 1 Response | Sev 2 Response | Sev 3 Response | Support Channel | | :--- | :--- | :--- | :--- | :--- | | Simulation Sandbox | N/A | N/A | Community Board Only | Community | | Standard/Facility Teams | 4 Hours | 8 Hours | 24 Hours (Business Days) | Dedicated Support Portal | | Enterprise Architecture | 15 Minutes | 2 Hours | 12 Hours | Direct Engineering Line |

3. Uptime Commitment

Twinise commits to a 99.9% uptime for the API ingestion layer across Standard and Facility tiers, and 99.99% for Enterprise dedicated instances. Reporting metrics are available in the Cloud Portal.