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 Operation
24 hours/day 7 days/week 365 days/year
Available Support Methods
Telephone: 919-424-2120 Web: Through Jira Service Desk Email: firstname.lastname@example.org
Root Cause Analysis (RCA)Reports
Business Critical Issues Only
Authorized Customer Technical Contacts
Support Request Limit
Support Request Target Response Times
Critical (Severity 1): <= 30m (24×7) Major (Severity 2): 4 Business Hours Cosmetic (Severity 3): 8 Business Hours