--- title: "Service Level Agreement" --- > Documentation Index > Fetch the complete documentation index at: https://legal.middag.io/llms.txt > Use this file to discover all available pages before exploring further. # Service Level Agreement > Version 1.0.0, in force since 2026-11-01. > > A new version takes effect on 2026-12-01: [read it](/updates/sla-effective-2026-12-01/). This Service Level Agreement ("SLA") states the service level commitments of MIDDAG, LLC ("MIDDAG", "we") for the handling of support tickets. It is part of the [Terms of Service](/terms/) and applies together with the [Support Policy](/support/). ## 1. Scope **1.1** This SLA applies to the products and services whose Order includes a service level, as defined in the [Service Terms](/service-terms/). **1.2** The Order states the service level that applies; when it does not state one, the service level included in your support level applies, as listed in the [Support Policy](/support/). **1.3** This SLA measures two metrics: the time to the first response and the time to resolution of a ticket. **1.4** This SLA does not include a commitment of availability (uptime) or targets for any other metric. **1.5** If you buy through a reseller, the reseller cannot change this SLA, and any different service level promised by the reseller binds only the reseller. **1.6** If this SLA and an Order conflict, the Order prevails. ## 2. Definitions **2.1** "First response" means the first reply of MIDDAG to the ticket, other than an automatic acknowledgment. **2.2** "Resolution" means that MIDDAG has corrected the problem, provided a workaround, answered the question, or classified the ticket as a feature request or as outside the scope of support. **2.3** "Business hours" means 09:00 to 18:00 (UTC−03:00), Monday to Friday. **2.4** "h" means hours within business hours, and "d" means business days, each business day being 8 hours of business hours. **2.5** "Priority" means the priority of the ticket, from P1, the highest, to P5, the lowest, as defined in section 3. ## 3. Priorities **3.1** P1 means that a MIDDAG product or service in production is unusable or its main function is down, with no workaround. **3.2** P2 means that a main function of a MIDDAG product or service in production is seriously affected, and the workaround, if any, is not reasonable. **3.3** P3 means that a function of a MIDDAG product or service is affected, and a reasonable workaround exists. **3.4** P4 means a minor problem that does not affect the use of the main functions. **3.5** P5 means a question, a request for information or a request that does not involve a defect. **3.6** The priority of a ticket is set and may be changed as described in the [Support Policy](/support/). ## 4. Service level targets **4.1** MIDDAG commits to the following targets for the time to the first response and the time to resolution, by service level and priority: | Service level | First response P1 | P2 | P3 | P4 | P5 | Resolution P1 | P2 | P3 | P4 | P5 | | ------------- | ----------------- | --- | --- | --- | --- | ------------- | --- | --- | --- | --- | | Standard | 8h | 1d | 2d | 3d | 5d | 2d | 3d | 5d | 7d | 10d | | Priority | 4h | 8h | 1d | 2d | 3d | 1d | 2d | 3d | 5d | 7d | | Critical | 2h | 4h | 8h | 1d | 2d | 8h | 1d | 2d | 3d | 5d | | Dedicated | 30min | 1h | 2h | 4h | 8h | 2h | 4h | 8h | 1d | 2d | **4.2** The service level "None" has no response or resolution target. **4.3** The Dedicated service level requires resources dedicated to you, as stated in the Order. **4.4** All times are counted within business hours, as defined in section 2. ## 5. How time is measured **5.1** The time to the first response and the time to resolution start when the ticket is opened through the support channel of the MIDDAG Account, or when a resolved ticket is reopened. **5.2** The time to resolution pauses while the ticket waits for your answer, for your approval or acceptance of a proposal, or for an action of a third party outside the control of MIDDAG. **5.3** The time to the first response stops at the first response, and the time to resolution stops at the resolution. **5.4** MIDDAG measures the times by the records of its support system. **5.5** MIDDAG may close a ticket that waits for your answer for longer than the period stated in the support documentation, and you may reopen it or open a new ticket. ## 6. Exclusions **6.1** The targets do not apply to tickets affected by any of the following: scheduled maintenance notified in advance; emergency action under section 7; products, services or infrastructure of third parties; your failure to meet your obligations under the [Support Policy](/support/); use of a version that is no longer supported; customization; events beyond the reasonable control of MIDDAG. **6.2** The targets do not apply to feature requests or to requests outside the scope of support. ## 7. Emergency action **7.1** MIDDAG may take emergency action at any time, without prior notice, when it is needed to address a security risk to a MIDDAG product or service, to you, to other customers or to third parties. **7.2** Emergency action may include correcting a product, updating a dependency, limiting a function, or suspending all or part of a service. **7.3** Emergency action is limited to what the risk requires and lasts only while the risk lasts, and MIDDAG informs the affected customers as soon as possible. **7.4** Emergency action is not a change to this SLA or to the [Terms of Service](/terms/). ## 8. Failure to meet a target **8.1** If MIDDAG misses a target, MIDDAG continues to work on the ticket with priority until its resolution. **8.2** You must report a missed target through the support channel of the MIDDAG Account. **8.3** This SLA gives service credits or other compensation only when the Order states them. ## 9. Changes **9.1** MIDDAG may change this SLA under the change rules of the [Terms of Service](/terms/#changes-to-these-terms), with notice 30 days before the effective date, except for the changes that the [Terms of Service](/terms/#changes-that-apply-immediately) allow to take effect immediately. **9.2** The options of Business customers and of Consumers when this SLA changes are those stated in the [Terms of Service](/terms/#changes-to-these-terms). ## 10. Contact **10.1** Questions about this SLA go to legal@middag.io. ## Changelog - **1.0.0** — First version: response and resolution targets by service level and priority, measurement, exclusions, emergency action and the change rules of the Terms of Service. Source: https://legal.middag.io/sla/index.mdx