Service Level Agreements

The services we provide are formally defined through the Service Level Agreements (SLAs). An SLA includes the level of service we provide to you, and contains additional information such as:

  • A description of the service being provided
  • Reliability – when the service is available and the control limits for outages
  • Responsiveness – the punctuality of services to be performed in response to requests and scheduled service dates
  • Procedures for reporting and resolving problems
  • Mutual responsibilities

Currently available SLAs (independently of your purchased license):

  • SLA Basic ($225/month): 
    • 1 hours of support per month & updates
    • initial response in maximum 4 hours
  • SLA Advanced ($375/month):
    • 2 hours of support per month & updates
    • initial response in maximum 2 hours
  • SLA Enterprise ($595/month):
    • 4 hours of support per month & updates
    • initial response in maximum 1 hours