---
title: "Service Level Agreement and Support Guide"
slug: "service-level-agreement-and-support-definitions"
updated: 2026-10-21T13:20:01Z
published: 2026-10-21T13:20:01Z
canonical: "support.controlup.com/service-level-agreement-and-support-definitions"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://support.controlup.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Level Agreement and Support Guide

ControlUp Global Support is available 24/7 to help keep your operations running smoothly. Our team prioritizes incidents based on operational impact to ensure rapid resolution for critical issues.

## Severity Level Definitions

Each ticket is prioritized according to these guidelines:

| 1 - Urgent | Critical operational impact with no immediate workaround available. Applies when a production system is down, critical data is at risk, or business operations are severely disrupted. |
| --- | --- |
| 2 - High | Major functionality is severely impaired, or key milestones are at risk. Operations can continue in a restricted capacity, or a temporary workaround is available. |
| 3 - Medium | Partial, non-critical impact. Software remains operational with minor component impairment or minimal milestone risk. |
| 4 - Low | General usage questions, cosmetic issues, or documentation feedback. |

## Response Times by Plan

Initial response guarantees vary by plan tier and issue severity. The times below reflect our guaranteed initial response time until the support team first responds to your ticket.

| Severity Level | Essential Plan | ControlUp One / Advanced Plan | Enterprise Addon |
| --- | --- | --- | --- |
| **Severity 1 — Urgent** | 2 hours | 2 hours | 2 hours |
| **Severity 2 — High** | 4 hours | 2 hours | 2 hours |
| **Severity 3 — Medium** | 8 hours | 4 hours | 2 hours |
| **Severity 4 — Low** | 12 hours | 8 hours | 2 hours |

## Submitting & Managing Support Tickets

You can submit issues through any of the following channels:

- [**Zendesk Customer Support**](https://help.controlup.com/hc/en-us/signin)
- **Email**: support@controlup.com

### Flagging Urgent Tickets and Escalations

- When using the customer support website, select **Urgent** as the priority.
- When emailing support, include **Severity1** in the subject line.
- If you need a case escalated, please contact your **CSM** or **Account Executive**.

## Useful Links

Access the [ControlUp Help Center](https://help.controlup.com/) to explore the knowledge base, community, academy, release notes, status page, download center, or to submit and manage tickets.