Service & Support SLA

Our Promise:  99.9% Up-Time

Our SLA Commitment

Starting with our world class SSAE 18 SOC 2 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 hold ourselves accountable monthly to our 99.9% availability commitment in public. 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.

Browser Support

The Corevist Platform is designed to work on Internet Explorer, Microsoft Edge, Chrome, Firefox, Safari and Opera. It is supported on any version of the above browsers that are currently supported by the vendor of that browser. For mobile devices, a minimum resolution of 768×1024 for tablets and 360×640 for phones. While the Corevist Platform may work on other browsers and/or resolutions, Corevist provides support for only those configurations listed above.

Our SLA Commitment

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