# SLA
## Support Specific Service Level Agreement (SLA)
Those product specific SLAs define the initial response time for each support case priority in the chosen support plan.


### SLA 

Each support case needs will be assigned with the correct priority. Each case priority determines the initial response time for the specific case.  [More details](/product/support/support-prio/)

<!--
| Priority  | Built-In | Starter| Pro | Enterprise |
|--------|--------|------------|------------|------------|
| P1 | Best-effort| 2 hours | 1 hour* | 30 min* |
| P2 | Best-effort| 6 hours | 4 hours | 2 hours* |
| P3 | Best-effort| 8 hours | 6 hours | 4hours* |
| P4 | Best-effort| 12 hours | 8 hours | Next business day|
| P5 | Best-effort| 24 hours | 12 hours | Next business day|
| Support Hours| 8 am - 6 pm CET/CEST** | 8 am - 6 pm CET/CEST** | 7 am - 8 pm CET/CEST** | 24/7|

*Escalation required
**Excluding holidays and weekends
-->


### Other product specifications
While we commit to the initial response time only, we aim to respond to all interactions within the applicable timeframes and will make every reasonable effort to do so.

### Retribution
We apply a per-ticket penalty structure tied to SLA adherence. Should the initial response time for any ticket exceed the agreed SLA by more than 1 min (61 secs), this will constitute a breach. Each breach entitles the customer to a compensation equivalent to 25% of the Support monthly subscription fee. The total compensation for a given month shall not exceed the value of the monthly subscription. The compensation is calculated in the month following the event, based on the total amount of subscription fees applicable for the month in which the event occurred.

#### Claim Service Credit
To claim a Service Credit, open a support ticket through the Exoscale Portal within 10 business days of the incident and reference the ticket related to the breach where possible. [More details](https://www.exoscale.com/terms/)