Enterprise Level Support Terms
Last modified: 12 October 2026
These Enterprise Level Support Terms set out Tessl’s service availability, support procedures and escalation processes we provide to Tessl Enterprise customers. They are targets, not guarantees, and they do not create contractual commitments or remedies.
Up-Time and Reliability
We will use reasonable commercial efforts to keep the Tessl production platform available at least 99.5% of the time each calendar month.
This target does not include:
- Planned maintenance, which we schedule in a low-traffic window and tell you about in advance where we can.
- Emergency maintenance we need to carry out to protect security, stability, or compliance.
- Downtime caused by things outside our control, such as your network or internet access, utilities, or third-party cloud, hosting, or LLM providers we do not run.
Platform response times
If you report a platform issue, we aim to send you an initial response within the windows below. An initial response means we have acknowledged your report and started looking into it. It does not mean the issue is resolved.
| Priority | What it means | Response time | Coverage |
|---|---|---|---|
| P1 | The platform is down or unusable and there is no workaround. | Within 4 hours. | 24/7, including weekends and holidays. |
| P2 | A major feature is significantly degraded, but a workaround is available. | Within 4 business hours. | 09:00 to 21:00 UK time, Monday to Friday, excluding UK public holidays. |
| P3 | A lower-impact platform issue. | By the end of the next business day. | 09:00 to 21:00 UK time, Monday to Friday, excluding UK public holidays. |
For P1 and P2 issues that affect more than one customer, we make status information available on our status page https://tesslstatus.io/ so you can follow progress.
Routine technical support
For how-to questions, configuration help, general usage questions, and feature requests, you can reach us at support@tessl.io or an agreed chat channel.
We aim to send an initial response within one business day. Routine support runs from 8:00 a.m. to 5:00 p.m. Eastern Time, Monday to Friday, excluding weekends and U.S. federal holidays.
What is not covered
These targets do not apply to:
- Beta, preview, or trial features.
- Issues caused by third-party services, including the cloud and LLM providers our platform depends on.
- Issues caused by your own setup, or use outside supported configurations.
How to reach us
Send platform issues and support requests to support@tessl.io or your agreed chat channel. Please include what you were doing, what you expected, and what happened, so we can respond quickly.