All Times are US Eastern TIme Zone (New York timezone)
48 Hour Response time (7x24) - refer to SLA for details;
9:00 AM - 5:00 PM week-days
Premium - 24 Hour Response time (7x12) - refer to SLA for details; 6:00 AM - 6:00 PM
Enterprise - 8 hour Response time (7x24) - refer to SLA for details.
Enterprise - 2 hour Response time (7x24) - refer to SLA for details. Available for Critical Level Severity (see Severity Levels below).
Problem/issue potentially exists and needs attention
Functionality affected or hampered; however, key application functionality is still available
Application subsystem hampered / business functionality unavailable / no workaround
Application subsystem down / key business functionality unavailable / no workaround. Available for customers using our Trigger Framework product. Note: Debug log can be proactively enabled for managed package debug messages for customers using this products upon request. However, it is highly unlikely you would find an error in this product due to rigorous testing and intense production usage.
Contact us for SLA document: sales@platformtechnology.ai
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