Support offerings and SLA
Support offerings and SLA
Smartcat support works on a support plan or tier-based model, ensuring that our customers get the right focus and priority on their issues based on their Smartcat usage and the business impact caused by us as a vendor.
Support offering
| Support offering | Adapt | Accelerate | Anticipate | Autonomous |
|---|---|---|---|---|
| Reporting method | Web + Email | Web + Email | Web + Email | Web + Email |
| Escalation matrix | Not available | Available | Available | Available |
| Support time | Mon–Fri 5:00 am CET – 12:00 am CET | 24×5 (Mon–Fri CET)* | 24×7 for Level 1 severity / 24×5 (Mon–Fri CET) for Level 2, 3, and 4 | 24×7 for Level 1 severity / 24×5 (Mon–Fri CET) for Level 2, 3, and 4 |
| Response time SLA | As listed below | As listed below | As listed below | As listed below |
| Update interval SLA | Not available | Level 1 severity issues only: Update every 8 hours via ticket until resolution | Level 1 severity issues only: Update every 4 hours via ticket until resolution | Level 1 severity issues only: Update every 2 hours via ticket until resolution |
*Monday 5:00 am CET – Saturday 12:00 am CET
SLA for eligible plans
| Severity level | Description | Adapt: Initial response — 18×5 (Mon - Fri 5:00 am CET – 12:00 am CET) | Accelerate: Initial response — (Mon 5:00 am CET – Sat 12:00 am CET) | Anticipate: Initial response — (Mon 5:00 am CET – Sat 12:00 am CET) | Autonomous: Initial response — (Mon 5:00 am CET – Sat 12:00 am CET) |
|---|---|---|---|---|---|
| Level 1 | The Service is inoperative or significantly impaired due to critical issues in Smartcat's infrastructure, resulting in Service downtime. | 4 hours | 3 hours | 2 Hours | 2 Hours |
| Level 2 | Incident is not classified as Severity Level 1, and a Core Functionality of the Service is inoperative or significantly impaired with no workaround available. | 16 business hours | 12 business hours | 8 Business hours | 4 Business Hours |
| Level 3 | Incident is not classified as Severity Level 1 or Level 2, and is not critical: no loss of Client Materials occurs and the Client can reasonably circumvent or avoid it on a temporary basis. | 48 business hours | 24 business hours | 16 business hours | 16 business hours |
| Level 4 | Incident is not classified as Severity Level 1, 2, or 3, and is a minor condition, ad-hoc task, or documentation error that the Client can easily circumvent or avoid. New feature suggestions or requests for new functionality are also classified as Level 4. | 96 business hours | 48 business hours | 36 business hours | 24 business hours |
Support hours
Smartcat provides support during Smartcat normal business hours (5:00 am CET – 12:00 am CET), excluding Smartcat holidays, except for incidents classified as Level 1 severity, in which case Smartcat provides support 24 hours/day, 7 days a week for Anticipate and Autonomous subscriptions, and 24 hours/day, 5 days a week for Accelerate subscriptions.
Support Offerings and SLA for Legacy Pricing Plans (Enterprise and Basic)
Support offering
| Support offering | Basic plan | Enterprise plan |
|---|---|---|
| Reporting method | Web | Web |
| Escalation matrix | Not available | Available |
| Support time | Mon–Fri UTC (24×5)* | 24×7 for Level 1 severity / 24×5 (Mon–Fri UTC) for Level 2, 3, and 4 |
| Response time SLA | As listed below | As listed below |
| Update interval SLA | Not available | Update every two hours via ticket until resolution, for Level 1 severity issues only |
*Monday 6:00 am UTC – Saturday 1:00 am UTC
SLA for eligible plans
| Severity level | Description | Initial response — Basic / 24×5 (Mon 6:00 am UTC – Sat 1:00 am UTC) | Initial response — Enterprise** / (Mon 6:00 am UTC – Sat 1:00 am UTC) |
|---|---|---|---|
| Level 1 | The Service is inoperative or significantly impaired due to critical issues in Smartcat's infrastructure, resulting in Service downtime. | 3 hours | 2 hours |
| Level 2 | Incident is not classified as Severity Level 1, and a Core Functionality of the Service is inoperative or significantly impaired with no workaround available. | 12 business hours | 4 business hours |
| Level 3 | Incident is not classified as Severity Level 1 or Level 2, and is not critical: no loss of Client Materials occurs and the Client can reasonably circumvent or avoid it on a temporary basis. | 48 business hours | 12 business hours |
| Level 4 | Incident is not classified as Severity Level 1, 2, or 3, and is a minor condition, ad-hoc task, or documentation error that the Client can easily circumvent or avoid. New feature suggestions or requests for new functionality are also classified as Level 4. | 96 business hours | 48 business hours |
📌 Update interval for Enterprise is 24×7 (Level 1 only), every 2 hours since the last update from the support team.
Support hours
Smartcat provides support during Smartcat normal business hours (6:00 am UTC – 1:00 am UTC), excluding Smartcat holidays, except for incidents classified as Level 1 severity, in which case Smartcat provides support 24 hours/day, 7 days a week for Enterprise subscriptions, and 24 hours/day, 5 days a week for Basic subscriptions.
Enterprise plan customers are provided with an update every 2 hours (from the time the issue was raised and last updated by the support engineer until issue resolution) for Level 1 severity issues that are reported as tickets via the platform.
FAQs
How do I find out which support plan my account is on?
Log in to Smartcat and check the Smartwords section under Navigation on your homepage — this tells you your plan, which determines the support offerings and SLA that apply to your account.
What counts as a "Level 1" severity issue?
The service is inoperative or significantly impaired due to critical issues in Smartcat's infrastructure, resulting in service downtime — this is the highest severity level and carries the fastest response SLAs.
Do I get status updates while my ticket is open?
Only for Level 1 severity issues on the Accelerate, Anticipate, and Autonomous plans.
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