Basic Service-Level Product Support Agreement
ChromeOS Readiness Tool
Overview
This Service Level Agreement (SLA) outlines the agreed-upon service expectations, response times, and escalation procedures to ensure consistent and reliable support for the ChromeOS Readiness Tool product project.
Support Window
Support Window: Monday 5:00 AM EST to Thursday 8:00 PM EST
No Coverage: Thursday 8:00 PM EST to Monday 5:00 AM EST
Note:
Sri Lanka Time Consideration: Typically 9–10 hours ahead of EST. The Sri Lanka-based team aligns overnight schedules accordingly.
Call Availability
Calls will be scheduled no later than 12:00 PM EST.
The final available slot is 11:30–12:00 PM EST.
Late calls may be considered if needed due to daylight saving time changes.
Friday & Weekend Requests
Any support request received after Thursday, 8:00 PM EST, is not reviewed until Monday, 5:00 AM EST (or the next available business day if Monday is a holiday).
No new tickets will be acknowledged or worked on Friday, Saturday, or Sunday unless specifically negotiated.
Holidays & Out-of-Scope Days
U.S. Holidays
If an official U.S. holiday falls on a Monday through Thursday, support will not be available during that holiday. Requests submitted on these holidays will be treated like weekend/Friday requests and addressed the next business day.
Sri Lanka Holidays
Sri Lanka holidays are out of scope for these SLA hours. It is the responsibility of the ChromeOS Readiness Tool Team to inform internal teams if there is a Sri Lanka holiday that will affect support availability.
(No coverage is provided on these Sri Lanka or U.S. holidays unless otherwise agreed upon in a separate, customized SLA.)
Acknowledgment & Response Times
Stage: Acknowledgment
Timeframe: Within 24 hours (Monday–Thursday, excluding holidays).
Description: Confirmation that the request has been received.
Example: If a request arrives on Tuesday at 10:00 AM ET, we will acknowledge it by Wednesday, 10:00 AM ET at the latest.
Stage: Resolution or Next Steps
Timeframe: Within 48 hours after acknowledgment (excluding weekends/holidays).
Description: Provide a resolution, request additional information, or schedule a troubleshooting session.
Example: If we acknowledge a request on Wednesday at 2:00 PM EST, we follow up with one of these actions by Friday at 2:00 PM EST.
This applies to customer issues, discussions, new customer onboarding, and all other email communications.
If the resolution window crosses into a holiday or weekend, the timeline resumes on the next available support day.
Queue Capacity
Up to 3 active customers: Ideal response times maintained.
4–5 active customers: Response times may slow.
5+ active customers: Additional staffing is required for SLA adherence.
Escalation Guidelines
If there are any urgent issues, those should be marked as "Urgent" in the subject of the email. We will make our best efforts to expedite within available support hours (excluding holidays).
Complex or widespread issues may require on-call resources, which could extend beyond normal coverage at an additional cost or as otherwise agreed upon.
Notes & Disclaimers
All stated times refer to Eastern Standard Time (EST).
The actual resolution can vary based on issue complexity, customer availability, and current queue load.
Daylight Savings (and any changes in Sri Lanka's local time policy) may shift the time difference. We will advise of any adjustments.
Holidays (U.S. and Sri Lankan) are excluded from the standard SLA coverage.
Contact & Next Steps
Support Email: supportline@chromeosreadinesstool.com
