# Support Tier 1: **Deployment Support** 24x7 Support Live Support @ Email: Response time: 24 hours Tier 2: **Custom deployment And Managed Services** Email: with details on the requirements and the customization requirements. Response time: 24 hours **SLA** For both Tiers there is AWS backed SLA **For** [**Database**](https://aws.amazon.com/rds/aurora/sla/) | **Monthly Uptime Percentage** | **Service Credit Percentage** | | --------------------------------------------------- | ----------------------------- | | Less than 99.99% but equal to or greater than 99.0% | 10% | | Less than 99.0% but equal to or greater than 95.0% | 25% | | Less than 95.0% | 100% | **For** [**Compute**](https://aws.amazon.com/compute/sla/) | **Monthly Uptime Percentage** | **Service Credit Percentage** | | --------------------------------------------------- | ----------------------------- | | Less than 99.99% but equal to or greater than 99.0% | 10% | | Less than 99.0% but equal to or greater than 95.0% | 30% | | Less than 95.0% | 100% | **For** [**Elastic Load Balancing**](https://aws.amazon.com/elasticloadbalancing/sla/) | **Monthly Uptime Percentage** | **Service Credit Percentage** | | --------------------------------------------------- | ----------------------------- | | Less than 99.99% but greater than or equal to 99.0% | 10% | | Less than 99.0% but greater than or equal to 95.0% | 30% | | Less than 95.0% | 100% | --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://helpdocs.secureanycloud.com/aws-deployment-secured-wamp-with-aurora-on-windows-server-2016/after-deployment/support.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.