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Currently offering Enterprise level support for free!
Platform Technology Support Standards
Support Offerings
All Times are US Eastern TIme Zone (New York timezone)
Standard Support
48 Hour Response time (7x24) - refer to SLA for details;
9:00 AM - 5:00 PM week-days
Premium Support
Premium - 24 Hour Response time (7x12) - refer to SLA for details; 6:00 AM - 6:00 PM
Enterprise Support
Enterprise - 4 hour Response time (7x24) - refer to SLA for details.
Enterprise Critical Support
Enterprise - 1 hour Response time (7x24) - refer to SLA for details. Available for Critical Level Severity (see Severity Levels below).
Severity Levels
Low
4
Problem/issue potentially exists and needs attention
Medium
3
Functionality affected or hampered; however, key application functionality is still available
High
2
Application subsystem hampered / business functionality unavailable / no workaround
Critical
1
Application subsystem down / key business functionality unavailable / no workaround. Available for customers using our Trigger Framework and/or Flow Control products. Note: Debug log can be proactively enabled for managed package debug messages for customers using one of these 2 products upon request. However, it is highly unlikely you would find an error in these products due to rigorous testing and production usage.
Contact us for SLA document: sales@platformtechnology.ai