Service & Support SLA

Our Promise:  99.9% Up-Time

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 holding 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.

Service Level Agreement Details

Product Hours of Operation24 hours/day
7 days/week
365 days/year
Product Availability99.9%
Available Support MethodsTelephone:  919-424-2120
Web:  Through Jira Service Desk
Email:  [email protected]
Response MethodsTelephone/Web/Email
Root Cause Analysis (RCA)ReportsBusiness Critical Issues Only
Authorized Customer Technical Contacts2
Support Request LimitUnlimited
Support Request Target Response TimesCritical (Severity 1): <= 30m (24×7) Major (Severity 2): 4 Business Hours Cosmetic (Severity 3): 8 Business Hours
Product QA EnvironmentIncluded
Product UpdatesAutomatic
Requests for Enhancement Response Times16 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