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Currently, the SLA associated with Service Availability is 98% uptime. Planned outages for patching and/or other technical efforts will be calculated separately and will be given notice of no less than 24-hours. See Status Page for notifications.
Application Support
Application support is provided by the CloudSphere support center during regional business hours. Clients also have access to:
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In line with industry best practice, we have implementing a Multi-Tiered support structure. This structure is supported by a helpdesk system which will allow a customer to log tickets directly, if desired. Please contact customer-success-team@cloudsphere.com to request access to this service and to allow them to outline the process behind the helpdesk system. Tickets, when submitted directly by a customer, will be subject to a triage process with the help of a level 1 support engineer to ensure correct priority and classification. . The support team is reachable at customer-support-team@cloudsphere.com if direct contact is required. Normal communication and problem resolution is achieved through updates to the tickets in the ticketing system.
Response Time
The response time to any request for support will be based upon the severity of the case reported.
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