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

# SLA

> Service Level Agreement: severity levels, response times, support hours, exceptions, and reporting channels.

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  Version 1 — Last updated: April 10, 2026.
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## 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:

1. Scheduled maintenance notified at least 48 hours in advance.
2. Incidents caused directly by failures in the cloud infrastructure provider (Microsoft Azure). In these cases, response time depends on the provider's SLA.
3. Issues caused by misuse of the Platform, unauthorized modifications, or unsupported third-party integrations.
4. Force majeure events, including natural disasters, acts of war, pandemics, or generalized Internet outages.
5. 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.