Support SLA
Stated 2026-06-27.
This page describes how Convexly responds to support requests. It is a support service-level commitment. It is not an availability or uptime commitment.
On availability
Convexly does not publish a public uptime percentage, because we do not yet measure or back one with service credits, and we will not state a number we cannot stand behind. The status page reports substrate freshness and ingest health, which is different from an availability target. A measured availability SLA with service credits is available on an enterprise contract.
First-response commitment
We acknowledge a support request with a first reply within one business day. Business days are Monday through Friday, excluding US federal holidays. A first reply is a human acknowledgment with the next step or a request for the detail needed to proceed; it is not necessarily a full resolution.
Severity tiers
| Severity | Definition | First response |
|---|---|---|
| Sev 1 - Critical | The service is unavailable, or a core function (wallet check, the dashboard, or paid API access) is unusable for you with no reasonable workaround. | Within one business day, and prioritized ahead of other queues. |
| Sev 2 - High | A significant function is degraded or producing incorrect output, but a workaround exists or the impact is partial. | Within one business day. |
| Sev 3 - Normal | A question, a minor defect, a configuration request, or a feature or data request that does not block your work. | Within two business days. |
Faster severity-based response targets and resolution targets can be written into an enterprise contract. The targets above are the standard support commitment.
Support channels
Signed-in enterprise customers submit and track requests from the in-app workspace. Each request is recorded and followed up directly.
Email
support@convexly.app for support and account questions. security@convexly.app for vulnerability reports and security review.
Named research contact
Enterprise engagements are assigned a named contact who owns the relationship and the response.
Maintenance posture
Deployments use zero-downtime rollouts on managed infrastructure, so routine updates do not require a planned outage window. When a change does require a maintenance window, we give advance notice to enterprise customers under contract.
Live status, including ingest health and any degraded sources, is visible on the status page. Material incidents affecting enterprise customers under contract are communicated directly.
Contact and scope
For an enterprise support and availability agreement, including severity-based resolution targets, a measured availability SLA, and service credits, contact support@convexly.app or open a request from the enterprise workspace.
These terms describe the standard support service level. Where an enterprise contract states different terms, the contract governs.