Specialized Hub 5 // Enterprise Support & Digital Vault
Guaranteed 99.9% Availability;
Guaranteed 99.9% Availability;
Absolute Peace of Mind for Mission-Critical Platforms.
Support at Root Studio is not dusty tickets waiting in an unmonitored queue. It is an enforceable SLA backed by financial commitments, 24/7 telemetry probing, and secure Digital Vault hosting.
99.90%
Contractual Uptime SLA Guarantee
Should server availability dip below contractual thresholds, predefined financial service credits are automatically applied directly to recurring billing cycles.
Incident Response Matrix
4-Tier SLA Incident Resolution Matrix
| Severity Level | Definition & Incident Scope | Initial Response SLA | Resolution SLA Target | Automated Technical Action |
|---|---|---|---|---|
| P1 - Critical | Total platform outage, server hardware crash, active volumetric DDoS or breach | < 15 Minutes | Maximum 2 Hours | On-call engineer audible alert & automatic standby failover |
| P2 - Major | Disruption of core checkout/signup flows or severe database latency | < 2 Hours | Maximum 6 Hours | Edge caching purge, query optimization, and thread isolation |
| P3 - Standard | Minor cosmetic UI anomalies or localized copy corrections | < 12 Hours | Maximum 24 Hours | Assignment to active frontend sprint queue |
| P4 - Enhancement | Requests for roadmap feature extensions or next-phase enhancements | < 24 Hours | Per Development Backlog | Review in weekly architecture sprint planning |