Service & Support SLA
Our Promise: 99.9% Up-Time
Starting with our world class SAS-70 Type II certified data center, adding our redundant infrastructure and automated monitoring and fail-over procedures, we routinely exceed the 99.9% availability guaranteed in our Service Level Agreement.
And, as part of our culture of transparency, we also holding ourselves accountable monthly to our 99.9% availability commitment in public.
Subscribe to our corporate blog to stay on top of our infrastructure and operational investments — along with any color commentary appropriate for a given month. We are very proud of the investments we’ve made in our infrastructure, tools and procedures. Thanks to those investments, and our daily commitment, our clients can sleep well at night.
Check back here the first week of every month to see how we’ve done!
Previous year’s availability
Service Level Agreement Details
|Product Hours of Operation||24 hours/day
|Available Support Methods||Telephone: 919-424-2120
Web: Through CentralDesktop
|Root Cause Analysis (RCA)Reports||Business Critical Issues Only|
|Authorized Customer Technical Contacts||2|
|Support Request Limit||Unlimited|
|Support Request Target Response Times||Critical (Severity 1): <= 30m (24x7) Major (Severity 2): 4 Business Hours Cosmetic (Severity 3): 8 Business Hours|
|Product QA Environment||Included|
|Requests for Enhancement Response Times||16 Business Hours|
|8am – 8pm (EST/EDT)
5am – 5pm (PST/PDT)
|0900 – 1800 (GMT)|
Asia, Pacific Rim, Japan (APJ)
|Covered by North American and European offices|