Service Level Agreements (SLA)

Different types of service level

according to the package selected
BASIC Lite, Pro, Enterprise
  • Documentatin
  • Knowledge base
  • Self serve resources
  • Availability 9/5 EST
  • Initial response severity 1: One Business Day
  • Initial response severity 2: Two business Days
  • Initial response severity 3: Four business Days
  • Initial response severity 4: Six business days
  • Service desk authorized contacts: One
  • Number of requests per month: Ten
  • Dedicated Team
ADVANCED Lite, Pro, Enterprise
  • Documentatin
  • Knowledge base
  • Self serve resources
  • Availability 24/5 EST
  • Initial response severity 1: Two hours
  • Initial response severity 2: Four hours
  • Initial response severity 3: One business Day
  • Initial response severity 4: Two business days
  • Service desk authorized contacts: Three
  • Number of requests per month: Thirty
  • Dedicated Team
UNLIMITED Lite, Pro, Enterprise
  • Documentatin
  • Knowledge base
  • Self serve resources
  • Availability 24/5 EST
  • Initial response severity 1: One hour
  • Initial response severity 2: Two hours
  • Initial response severity 3: Eight hours
  • Initial response severity 4: Twenty four hours
  • Service desk authorized contacts: Unlimited
  • Number of requests per month: Unlimited
  • Dedicated Team