--- title: Premium Support SLA description: "Learn about CoreStory’s Premium Support Service Level Agreement, including response targets, resolution times, and how our AI-powered prioritization ensures the fastest assistance for critical incidents.\nCoreStory SLA, Premium Support, support response times, incident management, AI prioritization, CoreStory help, customer support, enterprise SLA, service level agreement" --- [Skip to content](https://knowledge.crowdbotics.com/migration/premium-support-sla#main-content) [Contact Support](https://knowledge.crowdbotics.com/migration/kb-tickets/new?hsLang=en) ![CoreStory-Logo-Pos-Black-RGB](https://knowledge.crowdbotics.com/hs-fs/hubfs/CoreStory-Logo-Pos-Black-RGB.png?width=220&height=77&name=CoreStory-Logo-Pos-Black-RGB.png) - [Default HubSpot Blog](https://crowdbotics-4909983.hs-sites.com/blog) Open main navigation Close main navigation - [Default HubSpot Blog](https://crowdbotics-4909983.hs-sites.com/blog) - [Contact Support](https://knowledge.crowdbotics.com/migration/kb-tickets/new) How can we help you? - There are no suggestions because the search field is empty. 1. [Knowledge Base](https://knowledge.crowdbotics.com/migration?hsLang=en) 2. [Get started](https://knowledge.crowdbotics.com/migration/get-started?hsLang=en) # Premium Support SLA ## Your success is our priority! This **Service Level Agreement (SLA)** defines the response and resolution commitments CoreStory provides for all premium customer support requests, ensuring timely assistance and transparent communication throughout the process. --- ### **Response and Resolution Targets** | **Priority** | **When to Use It** | **First Response Target** | **Resolution / Workaround Target** | | --- | --- | --- | --- | | **URGENT** | Complete service outage or security incident | Within 30 minutes | Within 8 hours | | **HIGH** | Major feature degradation or widespread user impact | Within 1 business hour | Within 1 business day | | **NORMAL** | Functionality impaired with no critical impact | Within 4 business hours | Within 2 business days | | **LOW** | Cosmetic issue or general inquiry | Within 8 business hours | Within 5 business days | --- ### **How We Deliver Support?** CoreStory’s AI-powered support system automatically prioritizes and tags incoming requests based on severity and potential business impact. This automation ensures that critical incidents receive immediate attention from the right team members, while less urgent cases are routed through structured workflows with predictable resolution timelines. Our goal is to always respond the fastest when it matters most and provide the highest level of focus when challenges are most critical. **🕒 URGENT** Immediate paging to on-call engineers, real-time collaboration, and direct updates from CoreStory team until the issue is resolved. This priority is exclusively reserved for outages or total service shutdowns. **🕔 HIGH** Routed through a priority queue with hourly progress updates and close coordination between Product and Engineering teams. **🕗 NORMAL** Proactively assigned with visibility into backlog status, delivery timelines, and interim workarounds where applicable. **🕙 LOW** Addressed in upcoming patch cycles or documentation updates with clear communication of delivery dates. --- ### **Our Commitment** CoreStory support is built around: **Predictability** ➤ You always know when to expect updates and resolutions. **Accountability** ➤ Missed targets automatically escalate to CoreStory leadership. **Attention to Impact** ➤ Response time and attention scale with the level of impact. --- ### **Support Hours** **CoreStory Support** is available from Monday to Friday, between 9 AM and 5 PM PST. --- ### **Get Help from Support** You can contact our support team through any of the following channels: **Chat (Coming Soon)** Start a chat through the **Support chatbot** located in the bottom-right corner of your CoreStory dashboard. **Email** Email us at [**support@corestory.ai**](mailto:support@corestory.ai) and our team will get back to you shortly. **Form** Start a conversation via "**New Request**" under Inbox in the Help Center sidebar. **Slack** If you are part of our Slack workspace, you can submit support requests directly within Slack as regular messages. Our team can triage, track, and respond to tickets without requiring email or any additional support channels, ensuring faster and more streamlined communication. **MS Teams** If your team invites our Support team as guests in Microsoft Teams and installs the Plain app in your designated support channel, we can triage and respond to requests directly within Teams. No additional emails or external support channels are required, ensuring seamless and centralized communication. Our team will confirm receipt and respond within the guaranteed SLA window for premium customers. - [Get started](https://knowledge.crowdbotics.com/migration/get-started?hsLang=en) - [ChatBot Content](https://knowledge.crowdbotics.com/migration/chatbot-content?hsLang=en) - [Default HubSpot Blog](https://crowdbotics-4909983.hs-sites.com/blog) [![Chill listening crop-3](https://knowledge.crowdbotics.com/hs-fs/hubfs/Crowdbotics-Logo-Pos-Black-RGB%20(2).png?width=77&height=24&name=Crowdbotics-Logo-Pos-Black-RGB%20(2).png "Chill listening crop-3")](https://corestory.ai) Knowledge Base Copyright © 2026, CoreStory