Overview
Ceburu's Support Model delivers enterprise-grade reliability, scalability, and responsiveness. It combines tiered support, intelligent escalation, and clearly defined SLAs, enhanced by AI-driven observability to reduce downtime, accelerate resolution, and improve operational efficiency.
Support Tiers
Tier 1 – Standard (8x5)
- Basic troubleshooting and ticket handling
- SLA: Response within 8 hours
- Best for: Organizations with internal IT teams requiring baseline support
Tier 2 – Advanced (24x7)
- L1 + L2 engineers
- Coverage across network, logs, and integrations
- SLA: P1 within 1 hour, P2 within 4 hours
- Best for: Enterprises requiring continuous monitoring and rapid incident response
Tier 3 – Premium (24x7)
- Dedicated Customer Success Engineer (CSE)
- Root Cause Analysis (RCA) and architectural guidance
- SLA: P1 within 2 hours, P2 within 4 hours
- Best for: Enterprises requiring dedicated expert support with architecture-level guidance
Escalation Model
Ceburu follows a structured escalation path: L1 → L2 → Architect → Engineering
- L1: Initial triage, basic troubleshooting, and ticket routing
- L2: Resolves network, log, and integration-level issues
- Architect: Engaged for complex systemic issues requiring design-level guidance
- Engineering: Escalated for critical bugs, deep platform failures, or custom development needs
Most issues are resolved at L1 and L2 levels. Critical and complex issues escalate to senior architects and engineering teams.
SLA Definitions
| Priority | Description | Response Time |
|---|---|---|
| P1 | Critical Outage (system down) | Tier 2: 1 hr / Tier 3: 2 hrs |
| P2 | Major Issue (degraded performance) | 4 hours |
| P3 | Minor Issue | 8 hours |
| P4 | Informational / Request | Best effort |
Note: Response time = time to acknowledge and begin work. Resolution time is best effort and depends on environment complexity.
AI Differentiation
Ceburu enhances traditional support with AI-driven observability:
- Rapid Anomaly Detection - Issues surfaced in minutes
- Cross-Layer Correlation - Simultaneous analysis across network, logs, and applications
- Faster Root Cause Analysis (RCA) - AI pinpoints root causes with precision
This reduces Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) for superior enterprise outcomes.
Contact
Support Email: support@ceburu.com
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