DSPM Support
Service Level Agreement

We understand that issues can occur at any time, and we want to make sure that we are there when you need us. Our customers can register support requests 24/7 via:

• Our in-product chat support
• Slack + Teams
• Contact us here

We organize your requests through a ticketing system, providing each query with a unique ticket number. This helps both you and us in efficiently tracking the progress until the resolution.

Our support team will promptly evaluate the severity of each request using the information you provide along with our predefined severity definitions. By default, we classify new requests as Severity 3 – Normal, until further investigation suggests otherwise.

Throughout the resolution process, if we identify that the issue’s impact on the Cloud Services’ operational capacity warrants a change in severity level, we will adjust it accordingly.

Our primary objective is to meet the target response times listed in our Severity Response Table (to be included). We define a resolution as a fix, workaround, service availability restoration, or any other solution that we mutually agree upon.

We strive to provide swift and effective responses, and will utilize all reasonable resources to meet these target response times.

Severity 1 – Critical

Definition: This level applies when you encounter a critical production issue that significantly impacts business operations. Situations like services becoming unavailable or data loss with no workaround available fall under this category.

Response Time: We will acknowledge and start acting on Severity 1 issues within 1 hour of being reported.

Follow-up: We remain in continuous communication and collaboration until the issue is resolved or downgraded to a less severe status.

Severity 2 – High

Definition: Severity 2 is for major functionality or performance issues that significantly disrupt business operations. While services remain operational, their performance is noticeably degraded, essential features are inaccessible, and no suitable workaround exists.

Response Time: Our team endeavors to respond to Severity 2 issues within 6 hours of their reporting.

Follow-up: We ensure to update the issue every 12 hours and provide an emergency patch if a workaround is not identified.

Severity 3 – Normal

Definition: This refers to a situation where there’s a partial, non-critical loss of service causing medium-to-low impact on business operations. A short-term workaround might be available for these issues, but it is not a scalable solution for long-term use.

Response Time: We strive to respond to Severity 3 issues within 24 hours of their reporting.

Follow-up: Updates are communicated as they are available, aiming to deliver a permanent solution or a long-term workaround. Requests for status will be fulfilled within 1 business day.

Our Cloud Software as a Service (SaaS) solutions leverage the power and flexibility of cloud-native services, hosted on Amazon Web Services (AWS). Committed to delivering an exceptional service experience, we back our offerings with an uptime Service Level Agreement (SLA) of 99.5%, showcasing our dedication to providing secure, scalable, and continuously available services.