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Support Service SLA

Free Service Level Agreement ( included with all products)

With a 24 hour service level you can expect an email response during normal working hours, within 24 hours of submitting a ticket to your client portal.

Silver Service Level Agreement

( companies with 1 – 5 employees and/or vendor associations )

With a Silver SLA you can expect a response during normal working hours, within 3 hours of submitting a support ticket, or posting a message in the dedicated Slack channel with either @here or directly to your assigned support representative.

Bronze Service Level Agreement

( companies with 6 – 10 employees and/or vendor associations )

With a Bronze SLA you can expect a response during normal working hours, within 1 hour of submitting a support ticket, or posting a message in the dedicated Slack channel with either @here or directly to your assigned support representative.

All service levels above are for monitoring communication channels and answering basic system administration and developer questions. Issues that require debugging, custom development, and/or environment changes will require a custom coding agreement found here.