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Production Support Level Details

Break-Fix Support (Included in License):​

  • With the standard license, you gain access to our Break-Fix support level, which focuses on resolving critical issues and ensuring the uninterrupted operation of your API infrastructure.
  • Our dedicated support team is committed to promptly addressing any critical problems you may encounter, such as service interruptions or major functionality disruptions.
  • This level of support is designed to assist you in quickly overcoming unexpected challenges and maintaining the stability and reliability of your production environment.

Standard Hours of Operation are Monday through Friday from 8am to 5pm US. Seek Premium Support for more coverage. If the acknowledgement window is breached, use the escalation email distribution (located in Additional Details & Contacts section), or contact your account executive. If a Service Level Agreement (SLA) was established, please refer to your SLA for additional information.

Severity LevelIncident DefinitionResponse Time(Incident Acknowledgement during Standard Operating Hours)
1: CriticalThe service is completely down or inaccessible, resulting in a major business impact.Within 24 hours, before escalation.
2: HighMajor functionality is severely impacted but not completely unavailable, causing some disruption to users or business processes.Within 24 hours, before escalation.

Advanced Support:​

  • This break/fix level of support offers a faster response time, which focuses on resolving critical issues and ensuring the uninterrupted operation of your API infrastructure.
  • Our dedicated support team is committed to promptly addressing any critical problems you may encounter, such as service interruptions or major functionality disruptions.
  • This level of support is designed to assist you in quickly overcoming unexpected challenges and maintaining the stability and reliability of your production environment.

Standard Hours of Operation are Monday through Friday from 8am to 5pm US, CT. Seek Premium Support for more coverage. If the acknowledgement window is breached, use the escalation email distribution (located in Additional Details & Contacts section), or contact your account executive. If a Service Level Agreement (SLA) was established, please refer to your SLA for additional information.

Severity LevelIncident DefinitionResponse Time(Incident Acknowledgement during Standard Operating Hours)
1: CriticalThe service is completely down or inaccessible, resulting in a major business impact.Within 12 hours, before escalation.
2: HighMajor functionality is severely impacted but not completely unavailable, causing some disruption to users or business processes.Within 12 hours, before escalation.

Premium Support:​

  • For organizations requiring additional assistance and personalized attention, our Premium support level offers an elevated level of service.
  • By entering into a Premium Support Agreement, you unlock the benefits of our Premium support, which includes a range of advanced features and customized support offerings.
  • Our expert team will collaborate closely with you to address complex issues, provide proactive guidance, and offer tailored solutions that align with your specific requirements.
  • Premium support goes beyond Break-Fix and Advanced assistance, providing strategic insights, performance optimization recommendations, and ongoing support for your evolving production operation needs.

Premium Hours of Operation are 24 hours per day, 7 days per week, for Critical and High issues. Medium, Low, and Cosmetic incidents, use Standard Operating Hours. Low and Cosmetic incidents are not eligible for escalation.

Severity LevelIncident DefinitionResponse Time(Incident Acknowledgement during Premium Operating Hours)
1: CriticalThe service is completely down or inaccessible, resulting in a major business impact.Within minutes up to 2 hours, before escalation.
2: HighMajor functionality is severely impacted but not completely unavailable, causing some disruption to users or business processes.Within minutes up to 4 hours, before escalation.
3: MediumPartial functionality is affected, may interfere with a project but does not have current business impact.Response within 8 hours, before escalation. (Standard Hours)
4: LowMinor functionality is impacted, resulting in minimal disruption or inconvenience to users.Response within 24 hours (Standard Hours)
5: CosmeticNon-critical issues related to visual or aesthetic aspects of the product, without significant impact on functionality or user experience.Response within 48 hours (Standard Hours)