Enterprise Service Level Agreement

Our Enterprise SLA is designed to provide you with guaranteed service levels, support response times, and platform reliability. We stand behind our commitments with clear remedies if we ever fall short of our promised standards.

Key SLA Components:

Component	Enterprise	Premium	Standard
Uptime Guarantee	99.9%	99.5%	99.0%
Support Response Time	30 min	4 hours	24 hours
Resolution Time	4 hours	24 hours	48 hours
Scheduled Maintenance	Custom window	7-day notice	3-day notice
Financial Credits	Up to 30%	Up to 15%	Up to 5%

Support Tiers & Services

We offer multiple support tiers to match your business needs and budget. From basic email support to dedicated technical account managers, you'll find the right level of assistance for your organization.

Standard Support

Email support
Knowledge base access
Community forum
Business hours only
Response within 24 hours

Premium Support

Email + chat support
Phone support
Extended hours (16/7)
Response within 4 hours
Monthly check-ins
Priority queue

Enterprise Support

Dedicated TAM
24/7 support
30-min response (critical)
Direct engineer access
Custom integrations
Onsite support options

Data Processing Agreement

Our Data Processing Agreement (DPA) clearly outlines how we handle your data, ensuring compliance with GDPR, CCPA, and other privacy regulations. The DPA establishes us as a data processor and sets forth our obligations to protect your information.

DPA Highlights:

Clear definitions of data controller and processor roles
Detailed processing purposes and categories of data
Sub-processor management and approval process
Data transfer mechanisms and safeguards
Data subject rights fulfillment procedures
Breach notification timelines and processes
Data deletion and return obligations

Agreement Management

We understand that managing vendor agreements can be complex. That's why we've streamlined our agreement process to make it as efficient as possible for your legal and procurement teams.

Our Process:

Standard Agreements: We provide industry-standard agreements that have been vetted by legal experts and are designed to cover all necessary protections.
Customization: For enterprise clients, we offer reasonable customization of our agreements to meet your specific requirements.
Digital Signing: Our secure e-signature process makes finalizing agreements quick and easy.
Agreement Repository: Access all your agreements, amendments, and related documents in one secure location.
Renewal Management: We provide advance notifications of renewal dates and any contract changes to ensure continuity.

Service Agreements