Service Level Agreement (SLA)

Services we provide to our customers are mission critical to their day-to-day operations and may have a direct on the operations of employees, customers and their clients. We have established an industry-leading service level agreement that defines, categorizes and prioritizes incidences based upon the overall impact of the reported problem.

This Service Level Agreement (SLA) program outlines the methods to obtain support and the definitions of ticket priorities and expected response times.

Help desk technical support flow chart

Obtaining support

Access and ability for customers is easy to access. Technicians are available 24x7x365 with multiple ways to obtain support.

  • US Toll Free: 1-855-760-1700
  • International: +1-212-760-1700

Service level matrix

Tickets will be assigned a priority level based on the severity/impact of the reported incident.  This table will help users understand the prioritization of tickets and expected response times.

P1
Global Outage

Immediate response

24×7 Availability

Global or widespread outage of products/services affecting a significant majority of customers where no workaround is available.

P2
Isolated Outage

30 Minute response

24×7 Availability

Outage/system down situation affecting one or more customers access to products/services where no workaround is available.

P3
High Priority

4 Hour response

24×7 Availability

Non-outage issue which could impact productivity and requires attention ahead of other tickets.

P4
Normal Priority

3 Business day response

8×5 Availability

Issues or defects with products/services that do not impact productivity and can be worked within normal response times.

P5
Low Priority

1 Week response

8×5 Availability

Issues or defects with products/services that do not impact productivity and have no deadline or time critical response required.

P6
Scheduled Task

User scheduled

8×5 Availability

Issues that has been requested to be scheduled at a later date/time or enhancement/upgrade/feature request.