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Falcon Nest

A contractual response time, and a human who answers.

Priority Support & SLA

Upgrades the support terms on your Falcon Nest subscription to a contractual SLA: one hour response for critical issues, 24/7 cover, a private channel and service credits.

  • 1 hour response for critical issues, 24/7
  • 99.95% availability SLA with service credits
  • Private channel to the product engineers
  • Advance notice of breaking changes
Choose a plan

Licence keys are issued the moment payment clears. Prices exclude VAT, which is calculated at checkout from your billing country.

Overview

Standard support on Core, Pro, Solo and Team is a target measured in business hours. That is honest and it is enough for most teams. It is not enough when a voice line is your primary customer channel, or when an assistant is embedded in a delivery commitment of your own.

Priority Support replaces the target with a contract. Critical issues get a one-hour response, twenty-four hours a day, every day. Lower severities get defined windows rather than best effort. If we miss a committed response time, service credits apply automatically — you do not have to argue for them.

You also get a private shared channel with the engineers who maintain the product rather than a ticket queue, quarterly review of your usage and error patterns, and advance notice of breaking changes with migration guidance.

This covers Falcon Nest software. It is a support and availability uplift on your subscription, not a general IT support service.

Capabilities

  • Contractual response times

    One hour for critical, four hours for high, one business day for normal — committed in writing, not offered as a target.

  • Service credits

    Missed response times and availability below 99.95% generate credits automatically against your next invoice. No claim process.

  • Private engineering channel

    A shared Slack or Teams channel with the engineers who maintain the product, rather than a first-line queue that escalates later.

  • Quarterly review

    A scheduled look at your usage, error patterns and upcoming changes, with concrete recommendations rather than a slide deck.

  • Change notice

    Advance notification of breaking changes with migration guidance, and the option to defer a non-security upgrade by one release.

  • Escalation path

    A named escalation contact and an out-of-hours number for genuine emergencies, agreed at onboarding.

Where it earns its keep

  • Voice as the primary channel

    When the phone line is how customers reach you, a business-hours support target is not a defensible position.

  • Back-to-back commitments

    If you have promised your own customers an SLA that depends on this software, you need a matching one underneath it.

Questions

Do I need this on an Enterprise plan?
No. Both Enterprise tiers include a 99.95% SLA and 24/7 P1 cover as standard. This add-on brings those terms to the Core, Pro, Solo and Team tiers.
How are service credits calculated and applied?
A missed response time or a month below 99.95% availability generates a percentage credit against that month's fee, applied automatically to your next invoice. You do not need to notice or claim it.
Who decides an issue is critical?
You raise the severity. We will discuss it if we disagree, but we respond at the severity you set first and argue afterwards — not the other way round.
Does this cover our own infrastructure or code?
No. It covers Falcon Nest software and our platform's availability. Problems originating in your network, your carrier or your application are outside its scope, though we will help you identify where a fault lies.