24×7 support with published SLA targets and clear escalation paths for Enterprise customers.
System down or major functionality unavailable
1 hour
Initial Response
8 hours
Mitigation Target
Major impact to operations or multiple users
4 hours
Initial Response
24 hours
Mitigation Target
General questions or minor issues
Next Day
Initial Response
5 Days
Resolution Target
If your issue isn't being resolved within SLA targets, follow this escalation path:
Initial contact via portal, email, or phone. Handles 80% of issues directly.
Escalated automatically if SLA at risk or upon request. Deep technical expertise.
For complex issues requiring architecture changes or product team involvement.
Final escalation for critical issues not resolved within SLA. Direct executive involvement.
Enterprise customers onlyOur support team is standing by to help you resolve any issues quickly.