Support SLA
Last Updated: 2026-02-27
1. Severity Classification
- Severity 1 (Critical): Complete loss of telemetry 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 Targets
Support runs by email. Write to us from the support page, and include the device id, the time window, and a sample payload — the FAQ lists what to gather.
| Severity | Target first response | | :--- | :--- | | Severity 1 | 4 hours | | Severity 2 | 8 hours | | Severity 3 | 24 hours (business days) |
These are targets, not contractual commitments. Response and escalation commitments for larger deployments are agreed per engagement. The Simulation Sandbox is on our roadmap; when it launches it will carry no response target.
3. Availability
Twinise runs as a managed cloud platform with no published uptime target — we would rather commit to a figure once we can measure it. Availability commitments for larger or regulated deployments are scoped at architecture review.