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    Service Level Agreements

    Priority 1 (CRITICAL)

    Customer is unable to access critical functionality. Service failure or performance degradation has a critical impact on customers primary business.

    Service Level Agreement

    Response provided with 2 business hours.

    Resolution provided within 24 hours.

    Priority 2 (MAJOR)

    Customer is unable to perform a frequently used critical business function as would be expected in the normal use of the SaaS Services. No temporary solution or workaround is available.

    Service Level Agreement

    Response provided with 4 business hours.

    Resolution provided within 30 business days.

    Priority 3 (MINOR)

    Customer is unable to perform a frequently used but non-critical business function as would be expected in the normal use of the SaaS Services. Temporary solution or workaround is available.

    Service Level Agreement

    Response provided with 8 business hours.

    Resolution provided within 90 business days.

    Priority 4 (LOW)

    Customer is unable to perform a seldom used and non-critical business function as would be expected in the normal use of the SaaS Services.

    Customer is unable to complete a frequently used but non-critical business function as would be expected in the normal use of the SaaS Services, but a temporary resolution has been provided.

    Service Level Agreement

    Response provided within best efforts.

    Resolution provided within best efforts.