Service Level and Support Policy
Effective date: April 28, 2026
Permissio, Inc.
1. Purpose
This Service Level and Support Policy describes Permissio's support channels, response time targets, and approach to service availability. This Policy applies to all customers using the Permissio Services.
2. Support Channels
Support requests may be submitted to support@permissio.us or through any in-application support channel that Permissio makes available.
3. Availability
Permissio provides the Services on a best-effort basis and does not commit to a specific monthly uptime percentage or service credit structure at this time. Permissio works to maintain high availability and to restore service promptly in the event of an outage.
For details on Permissio's resilience architecture and incident communication process, see the Reliability & Resilience page.
Partners requiring contractual SLA commitments should contact the partner team at support@permissio.us to discuss their requirements.
4. Support Response Times
Permissio targets the following initial response times for support requests:
| Severity | Description | Target initial response |
|---|---|---|
| Severity 1 | Production service completely unavailable for paid customers with no reasonable workaround | 3 business days |
| Severity 2 | Major production functionality impaired with material customer impact | 3 business days |
| Severity 3 | Partial issue, degraded feature, configuration question, or workaround available | 3 business days |
| Severity 4 | General question, documentation issue, feature request, or non-production issue | 3 business days |
Response times are targets, not guarantees, and are measured during standard business hours. Permissio will use reasonable efforts to respond within these timeframes.
5. Exclusions
Support and availability commitments do not apply to:
- Scheduled or emergency maintenance
- Issues caused by Customer systems, applications, integrations, internet connectivity, DNS, webhook endpoint failures, or misconfiguration
- Outages or degradation in third-party services outside Permissio's control
- Beta, trial, sandbox, development, preview, or free-tier services
- Suspension due to non-payment, security risk, legal requirement, or Agreement violation
- Force majeure events including natural disasters, government actions, or infrastructure failures beyond Permissio's reasonable control
- Features or services identified as deprecated or unsupported
6. Planned Maintenance
Permissio will endeavor to provide advance notice of planned maintenance that may affect service availability through the partner contact channel and, when available, the status page. Emergency maintenance may be performed without advance notice when necessary to address security or stability risks.
7. Contact
Support: support@permissio.us