Service Level Agreements

Choose an SLA to suit your integration project.

Working hours

Support case limit

Response time

Priority 1

Priority 2

Priority 3

Priority 4

Priority 5

Platform uptime monitoring

Service availability guarantee

<99.9% Uptime/month

<98% Uptime/month

<95% Uptime/month

Financial liability limit

Help channels

Online help

Online case submission

Screen sharing

In-app chat

Email

Telephone

Silver

08h00 – 17h00 (GMT+0200)

weekdays, excl public holidays

Unlimited

90% within

2 hours

4 hours

6 hours

8 hours

12 hours

24 x 7

No Credit

No Credit

100%

$3 500

Gold

06h30 – 21h30 (GMT+0200)

weekdays, excl public holidays

Unlimited

90% within

2 hours

4 hours

6 hours

8 hours

12 hours

24 x 7

No Credit

50%

100%

$15 000

Platinum

24 x 7

365

Unlimited

90% within

2 hours

4 hours

6 hours

8 hours

12 hours

24 x 7

25%

50%

100%

$65 000