SLAs
Definitions
- Business hours: Mon–Fri, 9am–5pm (timezone set at kickoff)
- First response: human acknowledgement + clarifying questions if needed
- Preview PR: PR opened with a Cloudflare Pages preview URL posted back in the request thread
- SLAs apply to in-lane requests; the clock starts once required inputs/access are available.
SLA table
| Metric | Standard | Priority |
|---|---|---|
| First response | 1 business day | 4 business hours |
| Time to Preview PR (in-lane) | 2 business days | 1 business day |
| P1 incident (site down) – mitigation start | Best effort (business hours) | Within 4 hours (business hours) |
Exclusions
- Third-party outages (Cloudflare/GitHub, etc.)
- Customer-caused DNS/config issues
- Out-of-lane scope