Deepak G
TL;DR: Explore the key changes to the support SLA, featuring updated tier definitions, clarified response benchmarks, structured priority workflows, detailed escalation routes, defined support hours, and revised hotfix policies.
We’ve rolled out an updated Support and Product Maintenance Service Level Agreement (SLA) for Essential Studio as part of Version 32.1.24, effective January 20, 2026. This update brings clearer expectations, more structured support tiers, and predictable response guidelines to help developers plan and troubleshoot with confidence.
Our goal is to make every support interaction more transparent and easier to navigate from the moment you submit a ticket to the final resolution. If you want to review the full SLA, you can find it here: Syncfusion® Software Support SLA.
In this article, you’ll get a concise look at what’s changed and why these updates matter for your development workflow.
What’s new in the updated SLA
1. Clearer support tiers for different needs
The previous SLA offered only two tiers, Standard Support (Base SDK) and Enterprise Support (Premium), which didn’t fully align with the range of developer workflows. The updated SLA now introduces three well-defined support tiers, giving teams more flexibility and clearer expectations:
- Standard support: Response guaranteed in 2 business days.
- Business support: Response guaranteed in 1 business day.
- Enterprise support: Response guaranteed in 8 business hours.
This structure helps teams choose a level that fits their release schedules and operational demands. If you’re unsure which tier applies to your subscription, you can reach out to Client Services for clarification.
2. A consistent, priority-based approach to incident handling
The updated SLA formalizes how P1 (critical), P2 (high impact), and P3 (standard) incidents are handled across all tiers. For each priority level, the SLA defines:
- Expected initial response times.
- How often do you receive status updates
- Target timeframes for resolution
Your submitted priority is considered, but the Syncfusion support team assigns the final classification to maintain consistency and fairness across all requests.
3. Feature requests are now clearly outside SLA scope
To eliminate confusion, the SLA now states that feature requests, enhancements, and new functionality are outside the scope of support commitments.
SLA performance metrics apply only to:
- Troubleshooting
- Defect investigation
- Fixes
Feature ideas continue through the product planning and roadmap process instead of the support SLA.
Additional clarifications in the updated SLA
Clear definitions for key support terms
The SLA now defines essential terminology so teams know exactly how timelines work:
- Response time: When a qualified support engineer delivers the first meaningful reply after a ticket is received.
- Resolution time: When a workaround, permanent fix, or agreed-upon remediation plan is provided.
These definitions remove guesswork and help developers set more realistic expectations during active debugging.
Tier-specific services and escalation paths
The SLA also details support variations across the three tiers:
Support hours
- Standard and Business Support operate during regular business hours (Monday–Friday).
- Enterprise Support includes 24×7 coverage for P1 incidents.
Escalation paths
- Business Support includes access to senior engineers for escalations.
- Enterprise Support includes a dedicated escalation path and named contact.
Hotfix delivery
- Standard Support does not guarantee hotfixes.
- Business Support may offer patches or workarounds depending on the situation.
- Enterprise Support can receive hotfixes outside the normal release cycle.
These distinctions help teams understand what level of assistance and remediation they can expect based on their support tier.
How to get the most from the updated SLA
You can help the support team move faster and deliver accurate answers by sharing the right details upfront. To get the most value from the updated SLA, make sure you:
- Review the full SLA for Version 32.1.24 to understand all tiers and commitments.
- Reach out to Client Services if you’re unsure which support tier your subscription includes.
- Provide essential information with every ticket, including:
- Clear reproduction steps
- Relevant logs
- Diagnostic data
Supplying this information early speeds up the investigation process and helps the team meet response and resolution targets more consistently.
Conclusion
Thank you for reading!. The updated SLA introduces meaningful improvements, bringing greater clarity and structure to your support experience. Here’s a quick recap of what changed:
- Three support tiers are now available: Standard, Business, and Enterprise.
- A unified priority-based workflow defining response, update, and resolution timelines.
- Feature requests are clearly excluded from SLA commitments.
- Standardized definitions for response time and resolution time.
- Tier-specific clarity around support hours, escalation paths, and hotfix availability.
If you have any questions about how these updates relate to your current subscription or ongoing development work, our team is available to assist.
We appreciate your continued trust in Syncfusion and look forward to supporting your projects with consistency, transparency, and professionalism.
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