We always try to answer to any request, either critical or non-critical, as soon as possible, but in case of a high load, we keep our right to use SLA of the package (for example, on the "Light" package, we must reply not later than within 24hrs, and solve the issue not later than within 48hrs). In case we have 2 requests from a client - one critical and one non-critical, we will put the highest priority status to the critical one.
24h response time calculation is started from our working day beginning, i.e., if you've sent a request on Saturday, the "response timer" starts at the nearest working day, e.g., on Monday at 10:00AM.
48h resolution time calculation starts immediately as soon as the critical issue has happened, because we monitor the server and know about the issue at once. Our monitoring tool alerts our DevOps Team into the inner channel.
When the support hours are over this month, we will have to postpone solving the issue and will be ready to solve it on the 1st working day of the next month. In case of necessity, you may speed solving by paying $250 one-time fee which covers up to 3hrs of effort.