Rivac LabsSLA-Backed Incident Support
This is written, honest response-time commitments for when an AI system in production breaks, degrades, or starts producing bad output — same-day response for critical issues, defined windows for lower-severity ones, and a named escalation path instead of a generic support inbox. It exists because AI systems fail differently from normal software: a model can quietly get worse, a provider can change behavior overnight, or an integration can drift out of sync, and none of that shows up as a clean crash. We define severity levels against your specific systems up front, so when something goes wrong there's no ambiguity about how fast a response is coming or who owns it. You get a documented incident history and a support relationship that treats production AI with the same seriousness as any other business-critical system.
How We’d Approach This
A clear, staged plan — not a black box
- 1
Diagnose which of your AI systems are business-critical and define severity tiers and response-time commitments for each
- 2
Pilot the incident-response process against a simulated or historical failure to confirm the escalation path actually works
- 3
Review the SLA terms with you until response windows and severity definitions match real business impact
- 4
Operate ongoing on-call coverage against the signed SLA, with every incident logged and reported
What You Get
Deliverables from this engagement
- A written SLA document defining severity tiers and response-time commitments
- A named escalation contact and on-call coverage schedule
- An incident log tracking every ticket, response time, and resolution
- A tested escalation runbook for your highest-severity systems
Six Ways We Could Architect This
Different engagement, different build — pick the shape that fits
There’s more than one way to deliver on this service. Browse a few of the ways we’d structure the work, depending on your speed, budget, and integration needs.
Ready to get started?
Tell us what you’re trying to get done and we’ll help you find the highest-leverage place to start — scoped small enough to prove itself before you commit to anything bigger.
Talk to us about SLA-Backed Incident Support