CloudSoda Support Service Level Agreement
| 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 are affected or limited, however not completely unusable |
| Severity Level 3 | Within 1 Business Day | Information requests and how-to support |
Support Hours:
- Remote and phone service are available: Monday - Friday 9 AM PST/PDT - 6 PM PST/PDT
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