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Service Level Agreement

Support response times by plan and how enterprise customers get a formal SLA.

Summary

Every paid plan includes email support with response targets that vary by tier. Free, trial, and beta plans have no service-level commitments.

Forest customers can negotiate a formal SLA with uptime guarantees and custom escalation paths.

To request an enterprise SLA or ask about support commitments, email legal@labtwofour.com with your organization name and requirements.

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Astell includes email support on every paid plan. Response targets vary by plan tier. Enterprise customers on Forest can add a formal Service Level Agreement with uptime and support commitments tailored to their contract.

Support response by plan

These are targets for standard support requests submitted through our support channels during business hours. Critical production issues on enterprise plans are handled under the terms of your Order Form or SLA.

Free, trial, and beta plans do not include service-level commitments. See Terms of Service, Section 7 for beta and free offering terms.

What is covered

Support includes help with account access, integration setup, billing questions, and troubleshooting product issues. It does not cover custom development, on-premise deployment configuration, or third-party services you connect to Astell.

Grove and Forest include dedicated onboarding. Forest customers can also arrange on-premise deployment, dedicated resources, and compliance certifications. Compare plans on the pricing page.

Enterprise SLA

Forest customers can negotiate a formal SLA covering uptime, support response, and escalation paths. SLAs are defined in your Order Form or a separate agreement.

To discuss an enterprise SLA, email legal@labtwofour.com with your organization name, plan requirements, and any specific uptime or response time needs.