Enterprise support

Speakeasy provides enterprise-grade support for the AI control plane: the platform that connects, secures, and governs every MCP server, skill, and agent session across your organization.

Looking for API platform support?

Enterprise support for SDK generation, Terraform providers, and docs is covered separately. See Enterprise API platform support.

1. Support SLAs

Speakeasy is committed to providing rapid response and resolution to any issues you raise. With this in mind, we offer:

  • A dedicated customer support channel (Slack, Teams).
  • Prioritized ticket resolution based on severity (P0, P1, P2 SLAs).
  • SLAs for question response and ticket triage are detailed below.
Priority level
P0
Definition
The AI control plane is unavailable or agent traffic cannot be served (severe functional issues)
SLA
First response within 1 hour
Credits
5% of the fee applicable in the month per incident
P1
Definition
The AI control plane exhibits severe degradation that significantly impacts production agent traffic, with no available workaround
SLA
First response within 3 hours
Credits
3% of the fee applicable in the month per incident
P2
Definition
Bugs with minor impact on customers, feature requests
SLA
Prioritize as part of standard Speakeasy development practice, visible in public roadmap
Credits
1% of the fee applicable in the month per incident

2. Uptime SLAs

Core systems (gateway, dashboard, APIs) uptime: 99.99% uptime per calendar month

  • Calculation: Total uptime minutes per calendar month / total minutes per calendar month
  • Credit on SLA breach:
    • Uptime between 95% - 99.99%: 10% of the fee applicable in that month
    • Uptime less than 95%: 20% of the fee applicable in that month

In no instance will the total credits in a given month for Technical Support SLA breaches or Uptime SLA breaches exceed the total fee applicable from the customer in that month.

3. Live system status

Current system status is shown below. Current and historical metrics can be viewed at status.speakeasy.com.

Checking system status…