What is our SLA?
BUSINESS CLIENTS
STANDARD SUPPORT
P1 - Critical
ForceManager service outage
- Initial contact: <3 hours
- Status update: 3 hours
P2 - High
End user can access ForceManager service, however one or more important features are not available
- Initial contact: <12 hours
- Status update: 12 hours
P3 - Low
Error that does not prevent End User from accessing an important feature of ForceManager
- Initial contact: <48 hours
- Status update: 4 business days
PREMIUM SUPPORT
P1 - Critical
ForceManager service outage
- Initial contact: <1 hours
- Status update: 1 hours
P2 - High
End user can access ForceManager service, however one or more important features are not available
- Initial contact: <5 hours
- Status update: 5 hours
P3 - Low
Error that does not prevent End User from accessing an important feature of ForceManager
- Initial contact: <24 hours
- Status update: 2 business days