What hours does the SLA cover?

Our published SLA runs 24/7 for urgent and high priority. Normal and low priority are measured during business hours (Mon-Fri, 9am-6pm in the client primary timezone). Urgent always wakes someone up.

What happens if you breach the SLA?

Breaches are tracked automatically per ticket. On the third breach in a quarter we credit one month of retainer back. We have not had to do this in 18 months — the system is built so we catch breaches before they happen.

How is "first response" measured?

Time between the ticket opening and the first reply from a Striveloom human or our AI concierge. AI replies count for normal and low priority. Urgent and high are always answered by a human first.

How do you reach 15-minute urgent response?

Two on-call engineers rotate weekly. Pages route via PagerDuty to phone, then Slack DM, then email. The on-call also gets a wake-up if the AI concierge sees a urgent-pattern keyword (down, broken, charge failed, locked out) and there is no human reply within 5 minutes.

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Striveloom

Support SLA

What you get when you open a ticket.

These are the response and resolution targets every Striveloom client is held to. Same numbers on every plan. Tracked automatically — you can audit them in your client dashboard.

Urgent

Production is down. Payment failed. Security incident.

First response: 15-minute
Resolution target: 4-hour

High

Work is blocked. Billing issue. Login broken for one user.

First response: 1-hour
Resolution target: 1-business-day

Normal

Most "how do I…" questions. Configuration help. Light bugs.

First response: 4-hour
Resolution target: 2-business-day

Low

Feature request. Nice-to-have. Cosmetic issue.

First response: 8-hour
Resolution target: 5-business-day

AI concierge handles intake

Every ticket lands in front of an AI that classifies intent, drafts a reply, and escalates urgent patterns to on-call within 5 minutes.

Humans own urgent + high

Two engineers on rotating call. PagerDuty → phone → Slack → email. AI never closes a urgent ticket without a human on the thread.

You can audit it

Every ticket records first-response timestamp, resolution time, and SLA-met / breached status. Visible in your client dashboard, not just ours.

Frequently asked

What hours does the SLA cover?: Our published SLA runs 24/7 for urgent and high priority. Normal and low priority are measured during business hours (Mon-Fri, 9am-6pm in the client primary timezone). Urgent always wakes someone up.
What happens if you breach the SLA?: Breaches are tracked automatically per ticket. On the third breach in a quarter we credit one month of retainer back. We have not had to do this in 18 months — the system is built so we catch breaches before they happen.
How is "first response" measured?: Time between the ticket opening and the first reply from a Striveloom human or our AI concierge. AI replies count for normal and low priority. Urgent and high are always answered by a human first.
Can we negotiate a stricter SLA?: Yes — Scale tier and Elite ad-management retainer clients can opt into a custom SLA (e.g. 5-minute urgent response, weekend coverage on a single named contact). Talk to us during scoping.
How do you reach 15-minute urgent response?: Two on-call engineers rotate weekly. Pages route via PagerDuty to phone, then Slack DM, then email. The on-call also gets a wake-up if the AI concierge sees a urgent-pattern keyword (down, broken, charge failed, locked out) and there is no human reply within 5 minutes.

Need a stricter SLA?

Scale-tier and Elite-retainer clients can opt into a custom SLA — e.g. 5-minute urgent response, weekend coverage on a named contact. Bring it up during scoping.

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