Support SLA
Last updated: 2026-06-24
Self-hosted caveat
SyncNo is self-hosted software. This SLA covers our responsiveness to your support requests and the availability of our licensing, update, and documentation servers — not the uptime of your own deployment.
Response time targets
| Priority | Target response |
|---|---|
| Urgent — production down | Best effort, business hours |
| High — significant impact | 2 business hours |
| Normal — needs attention | 1 business day |
| Low — general question | 3 business days |
Business hours: Monday–Friday, 09:00–18:00 AWST, excluding Australian public holidays.
Update availability
We publish software updates via our package registry. The registry targets 99.9% monthly uptime.
Maintenance windows
Scheduled maintenance is announced at least 72 hours in advance and conducted outside business hours where possible.