Uptime you can build on.
Clear targets, transparent incident response, and tiered support — defined before you need them.
Platform Availability
The Arbitex Gateway is designed for high availability with proactive health monitoring, automatic provider failover, and infrastructure redundancy. Uptime targets are defined per tier under the Enterprise MSA.
Measured monthly. Excludes scheduled maintenance windows communicated 72 hours in advance.
Available under Enterprise MSA with dedicated infrastructure and priority routing.
Customer-managed Outpost deployments run in your infrastructure with no dependency on Arbitex SaaS availability.
Incident Response Times
Every incident follows a documented severity classification and response procedure. Response times are measured from detection or customer report to first meaningful update.
| Severity | Description | Response Time | Update Cadence |
|---|---|---|---|
| P0 (Critical) | Service unavailable or complete data loss risk | 30 minutes | Every 30 minutes until mitigated |
| P1 (High) | Major feature degraded, workaround unavailable | 2 hours | Every 2 hours |
| P2 (Medium) | Feature impaired, workaround available | 8 business hours | Daily |
| P3 (Low) | Minor issue, cosmetic, or documentation | 2 business days | Upon resolution |
All times are measured during business hours (09:00–18:00 ET, Monday–Friday) unless Enterprise MSA specifies 24/7 coverage.
Support Tiers
Support coverage scales with your plan. All tiers include access to documentation, status page, and community resources.
Team
- Email support (business hours)
- Documentation & knowledge base
- Community Slack channel
- Status page access
- 2 business day response target
Business
- Priority email support
- Dedicated onboarding session
- Quarterly business reviews
- Named account contact
- 8 business hour response target
Enterprise
- 24/7 support available
- Dedicated Customer Success Manager
- Custom SLA under Enterprise MSA
- Architectural review & deployment planning
- Phone and video escalation
- 30-minute P0 response target
Escalation & Communication
Transparent communication during incidents and clear escalation paths ensure you're never left guessing.
Post-Mortems
Root cause analysis published within 5 business days of any P0 or P1 incident. Includes timeline, impact assessment, and preventive measures.
Breach Notification
24-hour notification for any confirmed data breach affecting customer data, per Enterprise MSA terms and applicable regulatory requirements.
Escalation Path
Support ticket → Account team → Engineering on-call → VP Engineering. Enterprise customers have direct escalation to named contacts.
Need a custom SLA?
Enterprise MSA includes tailored uptime targets, dedicated support, and custom incident response terms.