Support SLA Tiers

Compare the Standard, Premium and Platinum service levels: response times, critical-issue handling, uptime commitments, support channels and SLA credits.

Standard

Initial response 8 hours (Business hours), critical issues in 4 hours, 99.9% client portal availability, Business hours support. Email support. Knowledge base access. Support tickets in the client portal. Monthly status reports.

Premium

Initial response 4 hours (Extended hours), critical issues in 1 hour, 99.95% client portal availability, Extended hours support. Priority email and phone support. Dedicated account manager. Quarterly business reviews. Custom reporting. Training sessions.

Platinum

Initial response 1 hour (Extended hours), critical issues in 15 minutes, 99.99% client portal availability, Extended hours support. Priority emergency line. White-glove onboarding. Integration guidance for your signing workflow. Executive sponsor. Service credits up to 25%. On-site visits by arrangement.