A Service Level Agreement, or SLA policy, is an agreed upon measure of the response and resolution times that a support team delivers to their customers.
The level of support you as a subscriber can expect is tied to your subscription tier. In essence, the higher your subscription tier, the faster you are entitled to receive support.
Here is an overview of the subscription tiers and their corresponding support levels:
Free
Best effort
Essential
Standard
Plus
Standard
Pro
Standard
Business
Premium
Corporate
Premium
Support levels are defined as follows:
Best effort
At earliest convenience
Standard
Up to 1 business day
Premium
As fast as 1 hour
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