Support and SLAs
Support runs from one European team across every deployment region. Raise tickets from the console or by email to your named contact.
Severity and response targets
| Severity | Definition | First response |
|---|---|---|
| S1 | Production down; no messages sending or receiving | 1 hour, 24/7 |
| S2 | Major function degraded; workaround exists | 4 business hours |
| S3 | Minor defect or question | 1 business day |
| S4 | Feature request or advisory | 3 business days |
Escalating an incident
Include the instance name, channel, affected time window, an example message ID and what you have already checked. That set of five items typically removes a full round-trip from resolution time.
Next step
Bring this to your enterprise stack
See how a dedicated Arino One instance — deployed in your region (EU, NA or APAC) — would sit inside your operation. Architecture, DPA, and rollout plan walked through live.