Service & Support SLA

Our Promise:  99.9% Up-Time

2017 Service Availability

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
7 days/week
365 days/year
Product Availability 99.9%
Available Support Methods Telephone:  919-424-2120
Web:  Through Jira Service Desk
Response Methods Telephone/Web/Email
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 (24×7) Major (Severity 2): 4 Business Hours Cosmetic (Severity 3): 8 Business Hours
Product QA Environment Included
Product Updates Automatic
Requests for Enhancement Response Times 16 Business Hours
Business Hours:
North American
8am – 8pm (EST/EDT)
5am – 5pm (PST/PDT)
Business Hours:
Europe/United Kingdom
0900 – 1800 (GMT)
Business Hours:
Asia, Pacific Rim, Japan (APJ)
Covered by North American and European offices