Created: Wednesday, 03 February 2021 at 10:25AM
Viewpoint does not have legally binding Service Level Agreements (SLAs) for our cloud or for our support teams in general. However, we do have Service Response Targets that are enumerated in our Software Assurance Terms, section 3.1. This document is accessible here: https://www.viewpoint.com/legal/agreements-and-terms
In summary, as of 3 Feb 2021, we have the following standards for our target response times:
Critical (System down or core functionality is not operational)
< 2 hours
High (Problem with Software (e.g., major business impact; product is crippled but somewhat usable; very difficult to work around))
< 4 hours
Average (General operational question with no urgency (e.g., minimal business impact; cosmetic problems; usage question; feature Q&A; issue does not require resolution))
1 business day