How Our Support Tiers Work
At Christo Lochenberg Developments, we offer tiered Service Level Agreements (SLAs) to guarantee resolution times based on your business's operational needs. Your SLA profile determines how quickly our engineers are required to resolve your tickets.
* Standard SLA: Our default tier for non-mission-critical applications. Tickets are handled in a standard first-in, first-out queue.
* Premium SLA: Prioritized routing. Tickets bypass the standard queue and are assigned strict, accelerated resolution timers.
* Enterprise SLA: Designed for mission-critical operations. Guaranteed fastest response and resolution times, with direct escalation paths to senior developers.
Billing Cycle & Upgrades
If you choose to upgrade your SLA tier in the middle of a billing cycle, the system will automatically calculate a prorated amount for the remainder of the month. Your next standard invoice will then reflect the new, updated monthly total. All tax invoices and payment receipts can be downloaded directly from the Billing section of your Client Dashboard.
