Service & Support SLA
Our Promise: 99.9% Up-Time
Our SLA Commitment
Starting with our world class SSAE 18 SOC 2 Type II certified data center, adding our redundant infrastructure and automated monitoring and fail-over procedures, we routinely exceed the 99.9% availability guaranteed in our Service Level Agreement.
And, as part of our culture of transparency, we also hold ourselves accountable monthly to our 99.9% availability commitment in public. We are very proud of the investments we’ve made in our infrastructure, tools and procedures. Thanks to those investments, and our daily commitment, our clients can sleep well at night.
Browser Support
The Corevist Platform is designed to work on Internet Explorer, Microsoft Edge, Chrome, Firefox, Safari and Opera. It is supported on any version of the above browsers that are currently supported by the vendor of that browser. For mobile devices, a minimum resolution of 768×1024 for tablets and 360×640 for phones. While the Corevist Platform may work on other browsers and/or resolutions, Corevist provides support for only those configurations listed above.
Our SLA Commitment
| FEATURE | PRODUCTION SUPPORT |
| Product Hours of Operation | 24 hours/day
7 days/week 365 days/year |
| Product Availability | 99.9% |
| Available Support Methods | Telephone: 919-424-2120
Web: Through Jira Service Desk Email: support@corevist.com |
| Response Methods | Telephone/Web/Email |
| Root Cause Analysis (RCA)Reports | Business Critical Issues Only |
| Authorized Customer Technical Contacts | 2 |
| Support Request Limit | Unlimited |
| Support Request Target Response Times | Critical (Severity 1): <= 30m (24×7) Major (Severity 2): 4 Business Hours Cosmetic (Severity 3): 8 Business Hours |
| Product QA Environment | Included |
| Product Updates | Automatic |
| Requests for Enhancement Response Times | 16 Business Hours |
| Business Hours:
North American |
8am – 8pm (EST/EDT)
5am – 5pm (PST/PDT) |
| Business Hours:
Europe/United Kingdom |
0900 – 1800 (GMT) |
| Business Hours:
Asia, Pacific Rim, Japan (APJ) |
Covered by North American and European offices |