Support & SLA
Last Updated: June 2026
1. How to reach us
- Support: support@mlcostintel.com
- Sales / accounts: contact@mlcostintel.com
- Security: security@mlcostintel.com (see our Security page)
- Hours: Monday–Friday, 9:00–18:00 US Eastern, excluding US public holidays.
2. Response-time targets by plan
Targets are measured during support hours, from when we receive your request to our first substantive response.
| Plan | First-response target | Channel |
|---|---|---|
| Free | Best effort | |
| Monitoring Starter | 2 business days | |
| Monitoring Standard | 1 business day | Priority email |
| Monitoring Scale | 8 business hours | Priority email |
| Enterprise | 4 business hours | Named contact, custom SLA available |
3. Severity levels
- P1 — Critical: platform unavailable or no data for all users. Worked continuously during support hours; Enterprise 24×7 where contracted.
- P2 — High: major feature broken with no workaround.
- P3 — Normal: partial or degraded functionality with a workaround.
- P4 — Low: question, cosmetic issue, or feature request.
4. Service availability
- We target 99.9% monthly availability of the application, excluding scheduled maintenance and factors outside our control (including AWS service events and customer-side AWS configuration).
- A contractual uptime SLA with service credits is available on Enterprise agreements.
- Scheduled maintenance is announced in advance on the status page and performed during low-traffic windows.
5. Service status
Live status and incident history: status.mlcostintel.com. Subscribe there for incident notifications.
6. Escalation
- For an urgent issue, reply to your ticket with URGENT in the subject, or include severity and business impact.
- AWS Marketplace and Enterprise customers receive prioritized handling; Enterprise customers may use their named contact.
- If you do not receive a response within the target above, escalate to contact@mlcostintel.com.
7. Onboarding help
New to the platform? See the AWS Marketplace setup guide for the step-by-step connection flow and common troubleshooting.