Flowgear service levels
Flowgear is committed to service excellence. Our Service Level Agreements (SLAs) are tailored to ensure that your data and systems are our number one priority.
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Service Level Agreement - Upgrade Pricing |
Base
|
Standard
|
Professional
|
Enterprise
|
---|---|---|---|---|
Silver SLA is included | ✓ | ✓ | ✓ | ✓ |
SLA Summary |
Silver
|
Gold
|
Platinum
|
---|---|---|---|
Unlimited cases
Unlimited casesCustomers can submit an unlimited number of support tickets per year. |
✓ | ✓ | ✓ |
Response times
Response timesGMT+2, Monday - Friday excluding RSA public holidays. |
08h00 - 17h00 | 06h30 - 21h30 | 24/7/365 |
24/7 system critical alerting
24/7 system critical alertingFlowgears health status and system updates are available 24/7 , refer to https://status.flowgear.net. |
✓ | ✓ | ✓ |
Initial response time by severity
Initial response time by severity90% within:Priority 1: 2 hours Priority 2: 4 hours Priority 3: 6 hours Priority 4: 8 hours Priority 5: 12 hours For details on Priorities 1-5, please contact support for a copy of our MSA. |
✓ | ✓ | ✓ |
Liability limits
Liability limitsThe Service Level Agreement liability limit as defined in the in the Master Services Schedule. |
Silver | Gold | Platinum |
Credit backed SLAs
Credit backed SLAsFlowgear Service Level Agreements are backed with financial credits. |
✓ | ✓ | ✓ |
Communication channels | |||
---|---|---|---|
✓ | ✓ | ✓ | |
In-app chat | ✓ | ✓ | ✓ |
Online case submission | ✓ | ✓ | ✓ |
Online community | ✓ | ✓ | ✓ |
Online quick answer - library | ✓ | ✓ | ✓ |
Screen sharing | ✓ | ✓ | ✓ |
Telephone | ✓ | ✓ |