Service Level Overview
How Tripgic approaches availability, support and incident response. The binding SLA is the one in your commercial agreement — this page explains what to expect.
This page is an overview. The binding SLA — including specific availability targets and any service credits — is set out in your commercial agreement with Tripgic.
Commitments at a glance
| Area | What to expect | Notes |
|---|---|---|
| Platform availability | High-availability production platform with monitoring and alerting | Specific uptime target is defined in your agreement (representative) |
| Support response | Within one business day via email | Escalation path for production-impacting issues |
| Critical incident acknowledgement | Prompt acknowledgement and status updates | Timeframes per your agreement (representative) |
| Planned maintenance | Scheduled to minimize impact, communicated in advance | Notice period defined in your agreement (representative) |
| Service credits | Where applicable, as defined in your agreement | Commercial term — not set on this page |
How we support production
Monitoring & alerting
Performance monitoring and alerts on production traffic, surfaced to production partners.
Real humans, fast
A dedicated integration team rather than a ticket queue — most production issues resolve the same business day.
Reviews & roadmap
Quarterly business reviews, roadmap visibility and early access to new capabilities.
Frequently asked questions
Is the SLA legally binding?
The binding SLA — including specific availability targets and any service credits — is the one set out in your commercial agreement with Tripgic. This page is a plain-language overview.
What support response time can I expect?
Email support targets a response within one business day, with an escalation path for production-impacting issues. Onboarding partners also get a dedicated Slack or Teams channel.
Where can I see real-time availability?
Production partners receive performance monitoring and alerting as part of operations, including availability reporting.
How is planned maintenance handled?
Planned maintenance is scheduled to minimize impact and communicated in advance; the notice period and windows are defined in your agreement.
How do I request the full SLA?
Ask your Tripgic contact or book a kick-off call — we'll share the full SLA and Data Processing Agreement as part of your commercial review.
Want the full SLA?
Book a kick-off call and we'll share the complete SLA and Data Processing Agreement as part of your commercial review.