Flowgear service levels
Flowgear is committed to service excellence. Our Service Level Agreements (SLAs) are tailored to ensure that your data and systems are our number one priority.
Flowgear pricing explained
| Service Level Agreement - Upgrade Pricing |
Base
|
Standard
|
Professional
|
Enterprise
|
|---|---|---|---|---|
| Silver SLA is included | ✓ | ✓ | ✓ | ✓ |
| SLA Summary |
Silver
|
Gold
|
Platinum
|
|---|---|---|---|
Unlimited cases
Unlimited casesCustomers can submit an unlimited number of support tickets per year. |
✓ | ✓ | ✓ |
Response times
Response timesGMT+2, Monday - Friday excluding RSA public holidays. |
08h00 - 17h00 | 06h30 - 21h30 | 24/7/365 |
24/7 system critical alerting
24/7 system critical alertingFlowgears health status and system updates are available 24/7 , refer to https://status.flowgear.net. |
✓ | ✓ | ✓ |
Initial response time by severity
Initial response time by severity90% within:Priority 1: 2 hours Priority 2: 4 hours Priority 3: 6 hours Priority 4: 8 hours Priority 5: 12 hours For details on Priorities 1-5, please contact support for a copy of our MSA. |
✓ | ✓ | ✓ |
Liability limits
Liability limitsThe Service Level Agreement liability limit as defined in the in the Master Services Schedule. |
Silver | Gold | Platinum |
Credit backed SLAs
Credit backed SLAsFlowgear Service Level Agreements are backed with financial credits. |
✓ | ✓ | ✓ |
| Communication channels | |||
|---|---|---|---|
| ✓ | ✓ | ✓ | |
| In-app chat | ✓ | ✓ | ✓ |
| Online case submission | ✓ | ✓ | ✓ |
| Online community | ✓ | ✓ | ✓ |
| Online quick answer - library | ✓ | ✓ | ✓ |
| Screen sharing | ✓ | ✓ | ✓ |
| Telephone | ✓ | ✓ |
