Service Level Agreements
Email: email@example.com or use our online Customer Support Ticketing System
Our SLA's are valid for all cloud hosted products or services provided as part of an enterprise level subscription agreement. If the subscription agreement contains SLA's other than the SLA's described below, the subscription agreement SLA's takes precedence.
All support tickets must be logged using our Customer Support Ticketing System
Definition of Severity Level
Critical Service Error
Xecta Core Services are down. Issue affecting entire system or single critical production function System down and inaccessible by the end-user or electronic Application Programming Interface (API) Data integrity at risk Material financial impact Declared a Critical Support Request by the Customer and confirmed by Vendor Widespread access interruptions.
1 Business Day
High Service Error
Subscription is operating with minor issues that cannot be addressed with a work around. Data entry or access is materially impaired on a limited basis.
3 Business Days
Medium Service Error
Subscription is operating with minor issues that can be addressed with a work around.
5 Business Days
Low Service Error
Request for assistance, information, or services that are routine in nature.
Same Business Day
10 Business Days
One scheduled release per quarter
As needed in accordance with the SLA's