---
title: "SLAs"
space: "Handbook"
url: "https://frappe.io/handbook/slas"
updated: "2026-05-07"
---

Issue Priorities
----------------

1. Unclassified - The default type of the ticket.
2. Functional Query - Any nontechnical queries/concerns related to our services and product.
3. Bug - Any flaw, fault, error, or unexpected behavior in the application.
4. Service Request - Requests to update/upgrade their site, change in subscription, request to send invoice, etc.
5. Investigation - Functional queries requiring a deep-down investigation to understand the performance, and flow, and how one can optimize it.
6. Critical - When the site is down or inoperable, server failure, or anything that restricts the customer from using our service.

  




---

Service Level Agreements
------------------------

They are allocated based on the type of the ticket and are calculated under Business Hours (Monday to Friday, 10 am to 6 pm IST). Weekend Support is for issues that are of high severity or justify the conditions of Issue Priority as Critical.

  


They are currently classified into three categories:

### 1. SLA for Central Customers who have purchased L1



| **Issue Priority** | **Response Time** | **Resolution Time** |
| --- | --- | --- |
| **Unclassified** | 2 hours | 4 hours |
| **Critical** | 1 hour | 4 hours |
| **Functional Query** | 2 hours | 16 hours |
| **Investigation** | 2 hours | 16 hours |
| **Bug** | 2 hours | 40 hours or the next release |
| **Service Request** | 2 hours | 40 hours |

  


### 2. SLA for Enterprise Customers with Priority SLA



| **Issue Priority** | **Response Time** | **Resolution Time** |
| --- | --- | --- |
| **Unclassified** | 1 hour | 4 hours |
| **Critical** | 1 hour | 2 hours |
| **Functional Query** | 1 hour | 12 hours |
| **Investigation** | 1 hour | 12 hours |
| **Bug** | 1 hour | 32 hours or the next release |
| **Service Request** | 1 hour | 32 hours |

  


### 3. SLA for Customers who have purchased Product Warranty only



| **Issue Priority** | **Response Time** | **Resolution Time** |
| --- | --- | --- |
| **Unclassified** | 2 hour | 4 hours |
| **Critical** | 1 hour | 4 hours |
| **Bug** | 2 hours | 32 hours or the next release |

  


#### Note:

* Every Support Consultant is notified and trained on how to prioritize based on SLA and avoid breaching it.
* The SLA is assigned to the ticket and changes based on the priority set as mentioned in the table above.
* More Information on Support and SLA can be found [here](https://erpnext.com/support-sla).