The PlanEngage platform adheres to a Service Level Agreement (SLA) for product support.
A service level agreement (SLA) is an agreement between a software provider and a customer. It defines the level of support the customer can expect for the software they are using. The SLA outlines factors such as response time, issue resolution time, and availability of support channels. It ensures that the we can commit to providing timely assistance and resolving any software-related issues our customers encounter while using PlanEngage.
Our SLA is contained in our contractual documentation and is as follows:
| Priority Classification | Initial Response | Final Response |
| P1 – High | <1 business day | <5 business days |
| P2 – Medium | <3 business days | <10 business days |
| P3 – Low | <5 business days | <15 business days |
Below is a definition of each level of severity:
High Priority Issue (P1) – High Severity
- Any fault which causes failure of a critical feature.
- Significant loss of Hosted Services performance or irreparable loss of data within the application.
- Any fault that keeps the Hosted Service from meeting a significant, documented standard or performance specification.
- Any fault that keeps the system from meeting regulatory requirements and safety standards.
Medium Priority Issue (P2) – Medium Severity
- Any fault which causes failure of a non-critical feature of the Hosted Service.
- Application is running at a degraded capacity with potential risk of losing critical data.
- Failure in Hosted Service performance that requires additional dedicated resources to maintain core application elements.
Low Priority Issue (P3) – Low Severity
- Loss of administrative capabilities (non-P1/P2)
- Loss of feature functionality (non-P1/P2)
- Discovery of application bug with a short-term workaround
- Any remote upgrade or support not associated with resolution of a P1 or P2 issue.
If you have any questions or concerns about our SLA agreement, please contact our support team at support@planengage.com.