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Platform Technology Support Standards
Support Offerings
All Times are US Eastern TIme Zone (New York timezone)
Standard
48 Hour Response time (7x24) - refer to SLA for details;
9:00 AM - 5:00 PM week-days
Premium
Premium - 24 Hour Response time (7x12) - refer to SLA for details; 6:00 AM - 6:00 PM
Enterprise (Default for 2025 Customers)
Enterprise - 8 hour Response time (7x24) - refer to SLA for details.
Enterprise Critical
Enterprise - 2 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 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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