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.
To check the plan you are on, log in to your Smartcat platform and refer to the Smartwords section under Navigation on your homepage. You can cross-reference the offerings and service level agreement (SLA) available to you according to your plan when raising a support ticket with the team.
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.
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