Ahana Cloud Service Support Tiers

Ahana Cloud is a cloud-native managed service which comes with a 99.9% uptime SLA guarantee. In addition, Ahana technical support engineers are available for case-based support. Ahana provides a Standard support tier and a free tier.

Support Matrix

Support LevelStandard TierFree Trial
P1 – Blocker
Failure due to an error that causes complete loss or severe outage of the Ahana Cloud, resulting in an application being down or non-operational, or customer data is lost or destroyed and no workaround exists.
Response Time: 4 hours
Support Hours of Operation: 24hrs x 7 days/week*
Best effort support available via Ahana community channels only.
P2 – Critical
Failure due to an error that causes partial loss of the Ahana Cloud impacting business operations. Operations can continue in a restricted fashion and a workaround may be used to restore functionality.
Response Time: 8 hours
Support Hours of Operation: 24hrs x 7 days/week*
Best effort support available via Ahana community channels only.
P3 – Major
Failure caused by non-critical errors, where no data has been lost and the system has not failed. The error does not prevent normal operation, or the situation may be temporarily circumvented using an available workaround.
Response Time: 1 business day
Support Hours of Operation: 
Mon-Fri*
9am – 5pm Local Time
Best effort support available via Ahana community channels only.
P4 – Minor
Non-critical errors, general questions, requests for enhancements to the Software.
Response Time: 5 business days
Resolution Time: 1 month
Support Hours of Operation: 
Mon-Fri*
9am – 5pm Local Time
Best effort support available via Ahana community channels only.

* Support channels include: online self-service via the Ahana Cloud Control Plane, email or phone.

Free 14-day trial, no credit card required