Service-Level Agreements
Services will be provided to customer's users in accordance with the standard SLA within this description. Users can submit support tickets over the Web or via Email.
Support Plans and Retainer Services
Support plans including retainer services are no longer available from the 1st January 2023.
Standard SLA for Requests
Severity level is not applicable to request, we will respond to each support case within 5 business days.
Standard SLA for Managed Services
We will also use commercially reasonable efforts to respond to each support case within the applicable response time described in the table below, depending on the severity level set on the issue.
Severity Level | Target Initial Response Time by Severity |
1 | 1 business day |
2 | 3 business day |
3 | 5 business days |
4 | 5 business days |
- Should the SLA not be met during a calendar month, you are entitled to an SLA Credit. You must contact us to request an SLA Credit within 30 days of the end of the month for which the SLA was not met. Credits will be valued at 5% of your final invoice.
- Our SLA applies to any human errors by our team and by employees or contractors that we use to supply the service.
- Our SLA does not apply to any downtime that is out of our control, or directly from the Saas providers (ie. Zoho) including problems resulting from 3rd party code, user-error, or natural disasters such as floods or earthquakes.
The actual resolution time will depend on the nature of the support ticket and the resolution. A resolution may consist of a fix, workaround or escalation to the platform provider.