Sherlock AI

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📅 Service Level Agreement (SLA)

The following applies to all SLA targets unless otherwise specified:

- Business hours: Monday–Friday, 9:00 AM–6:00 PM.
- “Best effort” refers to resolution within up to 5 business days, depending on issue complexity and available resources.

Email: <a href="mailto:support@sherlock.sh" rel="nofollow noopener noreferrer" target="_blank">support@sherlock.sh</a>

Live Chat: Available directly in the Help Centre

Business hours: Monday-Friday, 9:00 AM - 6:00 PM.

- Email: <a href="mailto:support@sherlock.sh" rel="nofollow noopener noreferrer" target="_blank">support@sherlock.sh</a>
- Live Chat: Available directly in the Help Centre
- Business hours: Monday-Friday, 9:00 AM - 6:00 PM.

For urgent issues (P1 – Critical), we recommend using Live Chat for the fastest response.

This article contains Sherlock AI’s standard Service Level Agreement (SLA) and Escalation Matrix. It helps set clear expectations on response times, resolution targets, and escalation paths for customer issues.

Standard SLA (Service Level Agreement) & Escalation Matrix

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Priority	Severity	Examples
P1 – Critical	Service unavailable	Platform outage, interviews unable to start
P2 – High	Core functionality unavailable	Recording failures, login failures
P3 – Medium	Partial functionality	Minor bugs, isolated feature issues
P4 – Low	General inquiries	Account & billing questions, product feedback

Priority	First Response	Target Resolution	Update Frequency
P1 – Critical	30 mins	1–2 hours	Every 30 mins
P2 – High	2 business hours	1 business day	Daily
P3 – Medium	4 business hours	3 business days	Every 2 business days
P4 – Low	1 business day	Best effort	As needed

Issue Type	Escalation Team
Technical Issues	Engineering
Product Feedback	Product & Growth
Sales Requests	Sales
Security/Compliance	[email protected]
Critical Escalations	[email protected]

Standard SLA (Service Level Agreement) & Escalation Matrix

⚡ Severity Levels

📅 Service Level Agreement (SLA)

🚨 Escalation Matrix

📞 Contact Sherlock Support Team