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Customers may contact support via:
Email: saas@cybersage.us
Ticketing system: Accessible via the Cybersage platform.support portal on Jira service desk
3.3 Response Times
The Provider commits to the following initial response times during support hours:
Issue Severity | Definition | Initial Response Time |
|---|---|---|
Critical | Platform is completely inaccessible. | 2 hours |
High | Major functionality is disrupted. | 1 business day |
Medium | Minor functionality issues. | 2 business days |
Low | General inquiries or non-urgent issues. | 3 business days |
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4. Performance Metrics
The Provider will monitor and report the following metrics:
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If the uptime commitment of 99.5% is not met, the Customer may request service credits as follows:
Uptime Percentage | Service Credit |
|---|---|
99.0% – 99.49% | 2% of monthly fees |
95.0% – 98.99% | 5% of monthly fees |
Below 95.0% | 10% of monthly fees |
Conditions for Service Credits:
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By using the Cybersage platform, the Customer acknowledges and agrees to the terms of this SLA.
Effective Date: [Insert Date10/01/2024]