Last Updated: February 18, 2026
Introduction
This article explains TWAICE’s Support Service Level Agreements (SLAs), including response times, availability, and what to expect for different request types.
A Service Level Agreement (SLA) defines the target response time for support requests after they are submitted to TWAICE Support.
SLAs apply to response times, not resolution times.
TWAICE Support Hours
TWAICE Support (support@twaice.com) is available during the following hours:
Support hours:
Monday - Friday, 9:00-17:00 Central European Time (CET)
Monday - Friday, 9:00 -19:00 Eastern Standard Time (EST)
Excludes: Public holidays
Requests submitted outside of these hours will be handled during the next support window.
SLA Business Hours (Standard - included in subscription)
Priority Level | Priority Definition (Severity level) | Support Coverage | Maximum Time to Initial (Automated) Response & Triage | Maximum Time to provide updates |
Priority 1 | Critical issue causing total system outage and unusable application e.g., TWAICE BESS Analytics Platform is not accessible at all | Business Hours only | 1 business hour | 24 business hours (3 days) or as agreed |
Priority 2 | Major issue causing significant impact to multiple users e.g., TWAICE's Reports feature no longer generates or sends reports | Business Hours only | 2 business hours | 24 business hours |
Priority 3 | Minor issue causing minimal user impact e.g., component name change requests, Performance Manager severity threshold change requests | Business Hours only | 4 business hours | 24 business hours (3 days) |
Priority 4 | Comment, general or feature request or question | Business Hours only | 8 business hours | 40 business hours (5 days) or as agreed |
How priority is determined
Support priority is assigned based on:
Impact on platform availability
Number of affected users
Availability of a workaround
TWAICE Support may adjust the priority after reviewing the request.
How to get the fastest response
To help us respond quickly, please include:
A clear description of the issue
Relevant screenshots or error messages
Affected KPI, asset, component, or feature (if applicable)
Steps to reproduce the issue
Still unsure about your TWAICE SLA?
If you’re not sure which Priority level and SLA applies to your case, contact TWAICE support and we’ll help clarify.