Service Level Agreement (SLA)

We take full ownership of the performance and availability of our solution. In the unlikely event there is a service disruption, you can rest assured knowing our support team is on hand to address issues quickly. Our SLAs include:

  • Dedicated support teams.

  • Proactive maintenance and monitoring.

  • 24x7 support.

  • Guaranteed response and resolution times.

Response Targets: Until Restoration is Done

  • SEVERITY/PRIORITY 1 — First Response: Update within 30 support minutes of the incident noticed/registered. Subsequent Updates every one (1) hour, until the restoration is done or a workaround is given.

  • SEVERITY/PRIORITY 2 — First Response: Update within 30 support minutes of the incident noticed/registered. Subsequent Updates every two (2) hours, until the restoration is done or a workaround is given.

  • SEVERITY/PRIORITY 3 — First Response: Update within 30 support minutes of the incident noticed/registered. Subsequent Updates every four (4) support hours, until the restoration is done or a workaround is given.

  • SEVERITY/PRIORITY 4 — Within EIGHT (8) support hours as it relates to UAT bugs and product enhancements.

Restoration Targets: Possible Workaround

  • SEVERITY/PRIORITY 1 — Within four (4) support hours of the incident reported 24x7.

  • SEVERITY/PRIORITY 2 — Within eight (8) support hours of the incident reported.

  • SEVERITY/PRIORITY 3 — Within 48 support hours of the incident reported.

  • SEVERITY/PRIORITY 4 — Not applicable.

Response Targets: Until Resolution Identified

  • SEVERITY/PRIORITY 1 — Once every week until a resolution is identified.

  • SEVERITY/PRIORITY 2 — Once in two (2) weeks until a resolution is identified.

  • SEVERITY/PRIORITY 3 — Once in three (3) weeks until a resolution is identified.

Resolution Targets

  • SEVERITY/PRIORITY 1 — Within 10 business days.

  • SEVERITY/PRIORITY 2 — Within 30 business days.

  • SEVERITY/PRIORITY 3 — Within 45 business days.

  • SEVERITY/PRIORITY 4 — Not applicable.