Version 1 — Last updated: April 10, 2026.
Severity Levels and Response Times
The following definitions apply to the times listed below:
- First Response: Maximum time for the Codenull team to acknowledge the incident, perform a preliminary diagnosis, and communicate the initial case status to the Customer. This is an SLA commitment.
- Target Resolution: Estimated time to resolve the incident. This is a best-effort target and may vary based on the technical complexity of the case. It does not constitute a contractual commitment.
- Update Frequency: Cadence at which Codenull provides status updates to the Customer while the incident remains open.
| Severity | Description | First Response (Prod) | First Response (Dev) | Target Resolution | Updates |
|---|
| 1. Outage | The Customer’s application is completely down and inaccessible. | 1 hour | 4 business hours | 8 hours | Every 2 hours |
| 2. Critical | A core feature is completely broken. The user cannot perform its operation. | 2 hours | 8 business hours | 48 hours | Every 4 hours |
| 3. Urgent | A component has failures. The user can work around the limitations. | 4 business hours | 1 business day | 5 business days | Every business day |
| 4. Important | A component or feature has an error, but the user can keep working without significant impediment. | 1 business day | 2 business days | 8 business days | As progress occurs |
| 5. Informational | Request for a new feature, enhancement, or general consultation about the Platform. | 3 business days | 10 business days | According to roadmap | N/A |
Support Hours
- Business hours: Monday to Friday, 8:00 a.m. to 6:00 p.m. (Colombia time, GMT-5). Times expressed in “business hours” or “business days” are counted only within this window.
- Severity 1 in Production: First response time for Severity 1 incidents on production plans operates 24/7, 365 days a year.
- Holidays: On official Colombian holidays, response times for severities 3, 4, and 5 may be extended by up to 24 additional hours.
- Out-of-hours reports: Severity 2–5 incidents reported outside business hours begin counting their response time at the start of the next business day.
Services Availability
| Plan | Scope | % |
|---|
| Production | Live applications | 99.95 |
| Dev | Development plans | 95 |
SLA Exceptions
Availability commitments and response times do not apply in the following cases:
- Scheduled maintenance notified at least 48 hours in advance.
- Incidents caused directly by failures in the cloud infrastructure provider (Microsoft Azure). In these cases, response time depends on the provider’s SLA.
- Issues caused by misuse of the Platform, unauthorized modifications, or unsupported third-party integrations.
- Force majeure events, including natural disasters, acts of war, pandemics, or generalized Internet outages.
- Lack of cooperation from the Customer in providing the information and assistance required to investigate and resolve the incident.
Reporting Channels
Incidents must be reported through Codenull’s official support channels:
- Email:
support@codenullapp.zohodesk.com (or the address currently published on the Platform).
- Ticket system: Through the incident management system provided by Codenull.
The Customer’s report must include: a detailed description of the issue, steps to reproduce it, suggested severity, affected application and environment, and any relevant evidence (screenshots, logs, etc.).
Glossary
- Feature: A page.
- Component: Controls within a feature.
- Application: An application built using Codenull.