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:
Below is a definition of each level of severity:
If you have any questions or concerns about our SLA agreement, please contact our support team at firstname.lastname@example.org.