Support Service Level Agreement
| Severity Level | Initial Response Time | Service Level Definition |
|---|---|---|
|
Severity Level 1
|
Within 2 Hours
|
Product system down no immediate workaround
|
|
Severity Level 2
|
Within 4 Hours
|
Normal operations are affected or limited,
however not completely unusable
|
|
Severity Level 3
|
Within 1 Business Day
|
Information requests and how-to support
|
Support Hours:
Remote and phone service are available: Monday – Friday 9AM PST – 6PM PST
How to Support Support Service Team
Email: support@cloudsoda.io
Support Portal