> ## Documentation Index
> Fetch the complete documentation index at: https://docs.aisim.sandboxaq.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Enterprise Tier Support

SandboxAQ will use commercially reasonable efforts to meet or exceed an uptime of 99.9% for Hosted Services.

### Support Hours

| Support Type        | Hours                                                                                   |
| :------------------ | :-------------------------------------------------------------------------------------- |
| Application Support | 8:00 a.m. – 8:00 p.m. Eastern Time, Monday through Friday, excluding SandboxAQ holidays |
| Technical Support   | 8:00 a.m. – 8:00 p.m. Eastern Time, Monday through Friday, excluding SandboxAQ holidays |

### Severity & First-Response Targets

| Class | Severity   | Description                                         | First-Response Target |
| :---- | :--------- | :-------------------------------------------------- | :-------------------- |
| A     | Emergency  | Software or Hosted Services completely inaccessible | 4 hours               |
| B     | Urgent     | Material degradation in performance                 | 1 business day        |
| C     | Non-urgent | Non-critical degradation                            | 12 business days      |

<Note>
  **Response time** is measured from the customer's first report of an identified performance issue to the provision of a plan for resolution by a SandboxAQ technical contact.
</Note>

### Updates

Bug fixes and point releases are included at no additional charge when generally made available to other customers.