Last Updated: May 14th, 2025.
This document outlines the Service Level Agreements (SLAs) between gaiia and Communication Service Providers using the platform.
Our goal is to provide the highest level of service to our clients, and these SLAs are a key part of that commitment.
| Support type | Hours (EST) | Days |
|---|---|---|
| Zendesk’s help center | All-day | All-week |
| Ticket creation workflow | All-day | All-week |
| Critical support (priority level P0 and P1) | All-day | All-week |
| Interactive support (priority level P2, P3 and P4) | 8 am to 5 pm | Monday through Friday |
<aside> ✅ Platform metrics and incidents can be viewed on our status page: https://status.gaiia.com
</aside>
Customers are responsible for subscribing to notifications and updates through our Status Page to ensure they automatically receive timely communications regarding any outages, whether scheduled or unexpected.