Support SLA

The following table outlines service level objectives that Cority strives to achieve from the time we receive your initial request and Cority’s support team response. Response Time Objectives described below are intended to describe Cority goals only, and do not represent a guarantee of performance. 

Priority

Definition

Response Time Objective

Critical
High
Medium
Low 

Critical Business Impact / Service Down:   

  • A Production issue impacting all users
  • Business critical functionality is inoperable, or system has failed
  • This only applies to a production environment and indicates an inability to access services resulting in a critical impact on operations
  • The condition requires an immediate solution
    Complete platform unavailable

** Production Environment Only ** 

Response

1 Hour 

Resolution

4 Hour resolution target

Case updates every hour

Significant Business Impact:   

  • Major functionality is impacted, or significant performance degradation is experienced
  • Issue is persistent and impacts many users and/or major workflow functionality
  • No reasonable alternative is available

** Production Environment Only **

Response

4 Hours

Resolution

10 day resolution target

Case updates provided daily until work around or resolution is available.

Minor Business Impact:  

  • The service or functionality is usable
  • The issue does not represent a critical impact on your day to day business workflow/operations
  • Non-critical functional impact
Response

1 Business Day 

Resolution

14 day resolution target

Case updates every 3 business days until resolution or work around is available

General Usage Questions, and Feature Requests: 

  • Issues that do not impact application functionality
  • General inquiries
Response

1 Business Day 

Resolution

30 day resolution target

Case updates every 5 business days until work around or resolution is available