A basic member can play 3 Live tournaments a week but only 1 Daily/Correspondence.
https://support.chess.com/customer/en/portal/articles/1444843-how-do-membership-levels-free-vs-premium-affect-access-to-turn-based-tournaments-
However, I thought that if you didn't have any current game in a tourney that it would let you sign up for a new one.
As to an SLA? There may be an internal one used, but in general, SLAs are designed as contract between a provider and paying customers. Usually, for providers that offer a free service, support is best effort.
My understanding is that the site normally answers tickets within 2 business days. If a member hasn't seen a reply it might be due to emails getting caught in spam filters. It is also possible for issues to get lost in the shuffle.
Does anybody see the SLA for chess.com?
I sent a support ticket way back at the beginning of September about tournament limits. I have 1 tournament ongoing that has had 1 game left still ongoing for months.
On the membership comparison page, it says a basic member can play 3 tournaments, so I have been trying to get into a second tournament, but keeps on telling me I'm at the limit with 1, which I think may have been the limit like, 3 years ago.
I get a reply back on September 4th asking what the error message says. I then sent pictures back to support early in the morning on September 4th.
I get a reply back saying that it was being forwarded to the technical team to see what's up with this, and why it's limiting me at 1 tournament instead of 3. This happens later on the 4th of September.
CRICKETS!
CRICKETS!
CRICKETS!
I sent an email last night, September 12th, back to the person that I sent the copied images to. Heard nothing back.
How long does it take to change a stupid variable from 1 to 3?
When and if you ever fix this, save yourself some trouble and don't even ask for feedback on a ticket. YOU WILL GET BLASTED! A simple task, changing the value of a simple variable from 1 to 3, and it's now over 10 days?????