NinjaCat Service Level Agreement (SLA):
Business Hours: NinjaCat’s core business hours are Monday to Friday 8:30 AM to 5:30 PM Eastern Time.
System Availability: NinjaCat warrants 99.9% availability for the Services.
Severity Levels: Support Cases will be categorized and handled according to the assigned severity levels as set forth below. While NinjaCat will always attempt to exceed these thresholds, these are the thresholds that are measured against. Unless otherwise noted all timeframes are during business hours.
Level 1 - Critical: Critical production issues affecting all Users, including system availability and data integrity issues with no workaround available.
Targeted Initial Response: 1 Hour
Level 2 - Urgent: Major functionality is impacted or performance is significantly degraded. Issue is persistent and affects many Users and/or major functionality. No reasonable workaround is available. Also includes time-sensitive requests such as requests for feature activation or a data export.
Targeted Initial Response: 3 Hours
Level 3 - High: System performance issue or bug affecting some but not all Users. Short-term workaround is available, but not scalable.
Targeted Initial Response: 6 Hours
Level 4 - Medium: Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround available. Resolution required as soon as reasonably practicable.
Targeted Initial Response: 12 Hours
How to Contact Support:
Video: Customer shall arrange Video Support with NinjaCat through the online chat bot.
Email: Customer shall email NinjaCat at support@ninjacat.io
Severity 1 Issues Email: Customer email NinjaCat at critical@ninjacat.io
Critical Incident (Severity 1) Communications:
Critical issues are monitored / updated through http://status.ninjacat.io/
This SLA effective as of January 1, 2019.