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

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