This Service Level Agreement (SLA) serves as a framework for addressing service-related issues and ensuring a reliable partnership between CloudSoda and its customers.
CloudSoda Support Service Level Agreement
CloudSoda's SLA defines response time based on the severity level of each incident:
| SEVERITY LEVEL | INITIAL RESPONSE TIME | SERVICE LEVEL DEFINITION |
| Severity Level 1 | Within 2 Hours | Product system down, no immediate workaround |
| Severity Level 2 | Within 4 Hours | Normal operations impacted or limited, however, not completely unusable |
| Severity Level 3 | Within 1 Business Day | Information requests and how-to support |
Support Hours
Remote and phone support are available Monday through Friday, from 9:00 AM to 6:00 PM (PST/PDT).
Contact Us
Email us at: support@cloudsoda.io
File a support ticket at: https://support.cloudsoda.io
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