> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.patronum.io/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Support Service Levels

# Methodology

We know how frustrating it can be to have to create a support ticket and wait over a day for a reply. With Patronum, you get access to expert help and support directly within the application. Patronum support is provided via the chat interface. 85% of all customer queries are resolved by our front-line AI-driven chatbot, however, if the Chatbot can't help you, there is a team of Patronum experts online to provide further assistance.

### Service Levels
To set customer expectations on team availability and response times, we will aim to provide support within the following timeframes.

| Severity | Initial Response Time | Follow-Up Response Time | **Availability (UTC)** |
| ---- |
| Critical | Within an hour | Every hour | 24/7/365 |
| High | Within 2 hours | Every 2 hours | 24/7/365 |
| Medium | Within 8 hours | Every 8 hours | Monday 07:00 - Friday 22:00 |
| Low | Within 24 hours | Every 24 hours | Monday 07:00 - Friday 22:00 |

### Service Availablity
Patronum runs on Google Cloud, and so it is directly affected by the [Google Cloud SLA's](https://cloud.google.com/terms/sla?hl=en). Patronum aims to provide 99.95% uptime to customers.

|| **“Downtime Period”** means a period of five or more consecutive minutes of Downtime. Intermittent Downtime for a period of less than five minutes will not be counted towards any Downtime Periods.