---
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/premium-support-sla#main-content)

[Contact Support](https://knowledge.crowdbotics.com/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/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/?hsLang=en)
2. [Get started](https://knowledge.crowdbotics.com/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 customer support requests, ensuring timely assistance and transparent communication throughout the process.

---

### SLA Response Targets

These SLA response-time targets apply to **Business**, **Pro**, and **Enterprise** customers. Each support request has a **first-response** and **next-response** target based on its priority.

| Priority | Business & Pro First Response / Next Response | Enterprise First Response / Next Response | When Priority Applies |
| --- | --- | --- | --- |
| **URGENT** | 2 business hours / 2 business hours | 1 hour (24/7) / 1 business hour | *Complete outage, or a security/data incident, with no workaround* |
| **HIGH** | 8 business hours / 8 business hours | 4 business hours / 4 business hours | *A major feature broken, a workaround may exist* |
| **NORMAL** | 16 business hours / 16 business hours | 8 business hours / 8 business hours | *Functionality impaired, but work continues, a workaround may exist* |
| **LOW** | 24 business hours / 24 business hours | 16 business hours / 16 business hours | *Questions, cosmetic issues, or general requests* |

ℹ️ **Support Business hours:** Monday–Friday, 6:00 AM–2:00 PM PT / 9:00 AM–5:00 PM ET. All targets are measured during business hours, except Enterprise Urgent first response, which is measured 24/7.

---

### How We Deliver Support?

- 🕒 **URGENT:** Immediate paging to on-call engineers, real-time collaboration, and direct updates until resolved. Reserved for outages or total shutdowns.
- 🕔 **HIGH:** Priority queue, hourly progress updates, and close Product and Engineering coordination.
- 🕗 **NORMAL:** Proactive assignment, backlog visibility, delivery timelines, and interim workarounds where applicable.
- 🕙 **LOW:** Addressed in upcoming patch cycles or documentation updates, with delivery dates communicated.

---

### Our Commitment

- **Predictability:** Customers know when to expect updates and resolutions.
- **Accountability:** Missed targets automatically escalate to CoreStory leadership.
- **Attention to Impact:** Response time and attention scale with impact.

---

### Support Hours

CoreStory Support is available Monday to Friday, 6:00 AM–2:00 PM PT / 9:00 AM–5:00 PM ET.

---

### Get Help from Support

- **Chat:** Start a chat through the Support chatbot in the bottom-right corner of the dashboard.
- **Email:** Write to [support@corestory.ai](mailto:support@corestory.ai).
- **Form:** Start a conversation via "New Request" under Inbox in the Help Center sidebar.
- **Slack:** Submit requests as regular messages in the Slack workspace.
- **MS Teams:** Guest Support team members in Teams and install the Plain app in the designated support channel.

- [Get started](https://knowledge.crowdbotics.com/get-started?hsLang=en)
- [ChatBot Content](https://knowledge.crowdbotics.com/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

<https://twitter.com/crowdbotics> <https://www.facebook.com/crowdbotics> <https://www.linkedin.com/company/17937943> <https://www.youtube.com/channel/UCcrcFJxWdxto2tnSffjtrpw>

Copyright © 2026, CoreStory