Support SLA
Last updated: September 29, 2026
What Scale and Enterprise support commits to: how quickly a person on our team first responds to your report, by priority. These are first-response targets, not resolution times.
System status
Check live system status and subscribe to incident updates. (status.nateq.io)
Before reporting a P1, check the status page. If an incident is already posted there, we are on it, and updates will be posted there.
We post P1 incidents on the status page within 30 minutes of becoming aware of them, and keep updating them until they are resolved.
First-response targets
| Priority | What it covers | First response |
|---|---|---|
| P1 | Service down, or a core feature broken for all users. | 2 hours, 24/7 |
| P2 | A major issue with a workaround. | 8 business hours |
| P3 | Questions and minor issues. | 1 business day |
The clock starts when your report reaches us and stops at the first response from a person on our team. Business-hour targets count only time inside business hours.
Business hours
Sunday to Thursday, 9:00 to 18:00 Gulf Standard Time (UTC+4). A business day is one full span of business hours.
Reporting a P1
Email support@nateq.io with "P1" at the start of the subject line, for example "P1: inbox not loading for any agent".
Include your workspace address, what is broken, when it started and how many users are affected. A clearly labelled P1 is triaged ahead of everything else.
Report P2 and P3 issues the same way, with P2 or P3 in the subject.
Service credits
Self-serve plans, Scale included, carry no service credits for a missed target. Credits apply only where an Enterprise contract sets them, and as it sets them.