Support and Service-Level Policy

Effective date: September 4, 2026
Last updated September 4, 2026

Standard support is available Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern Time, excluding company holidays. Submit requests through the support method identified for the applicable service or the Support contact form.

Response targets

Critical means a production service is unavailable or a severe security issue prevents authorized use. High means a material production function is substantially impaired. Normal covers non-critical defects or service questions, and Low covers general guidance or minor issues.

During support hours, we target an initial response within one business hour for Critical issues, four business hours for High issues, one business day for Normal issues, and two business days for Low issues. These are response targets, not resolution guarantees.

Availability objective

We target 99.9% monthly service availability for a generally available service, excluding scheduled maintenance, emergency maintenance, customer systems or connectivity, third-party services outside our control, and suspension permitted by the agreement. This objective does not provide universal service credits, and any credit must be expressly stated in an executed order or agreement.