Service Level & Support Commitments
Our SLAs reflect the investment tiers you see across Foundation, Estate, and Architect deployments. Hardware ships at cost; the margins on labor and concierge coverage fund the response team that keeps your digital estate resilient.
< 4 business hours for priority tickets
Backups verified daily, restore drills quarterly
Concierge runway optional at $450+/mo after the included 90 days.
< 30 minutes for P1, < 2 hours for P2
Failover rehearsal semi-annually with immutable backup validation every month
Includes 12 months of runway; renewals begin at $3.5k+/mo to maintain 24/7 coverage.
< 15 minutes for P1, < 60 minutes for P2
Quarterly red-team simulations and monthly GPU estate health reviews
Concierge renewals start at $2.5k+/mo aligned to a 60% services margin for dedicated architects and automation upkeep.
Escalation path
- 01Support desk triages and acknowledges incidents via Signal, email, or hotline.
- 02Principal architect joins live bridge for P1 issues and coordinates vendor escalations.
- 03Remediation steps are documented in the runbook with clear rollback checkpoints.
- 04After-action report delivered within 48 hours with next steps and mitigation owners.
Change control
- All production changes tracked in the client portal with approval workflows.
- Maintenance windows scheduled jointly with client stakeholders.
- Rollback procedures rehearsed before major upgrades or hardware swaps.
Contacting support
Priority hotline: +1 (773) 920-0030
Signal / Matrix bridge: Provided at onboarding
Email: defcon5ready@gmail.com
All incidents tracked in the shared client portal with timestamps and resolution notes.