What is the QuotaGuard Support SLA?
What is the QuotaGuard Support SLA?
Support for all plans
QuotaGuard support is provided by ticket at support@quotaguard.com.
Business hours are Monday to Friday, 9:00 to 17:00 US Eastern, excluding US public holidays.
Outside business hours, QuotaGuard monitors the service through automated alerting and responds to instability on a commercially reasonable, best-effort basis. QuotaGuard does not provide staffed 24/7 support.
Response times outside a contractual SLA are targets based on typical practice, not commitments.
Current operational status is published at health.quotaguard.com.
Contractual Service Level Agreement
A contractual SLA with an availability commitment and service credits is available on Enterprise plans and above purchased directly from QuotaGuard, and applies only where it is expressly incorporated into that customer’s agreement. It does not apply to other plans, or to free, trial, or evaluation accounts.
Where a signed SLA is in place, it provides:
- An availability commitment of 99.95% of total monthly minutes, measured per calendar month
- Initial-response targets during business hours by severity: 1 business hour for a service outage with no workaround, 4 business hours for impaired service with a workaround, 1 business day for intermittent or minor issues
- Service credits of 10%, 25%, or 50% of the monthly fee for the affected service, depending on the availability shortfall, subject to the claim procedure in the agreement “Initial response” means acknowledgment and the opening of a ticket. It is not a commitment to resolution within that window. Response targets do not carry a service credit.
Availability is measured using QuotaGuard’s own monitoring systems, which are the contractual measurement source. The public status page is informational only.
The SLA excludes downtime caused by scheduled or emergency maintenance, upstream cloud or infrastructure provider failure, customer configuration or network issues, force majeure, and other causes set out in the agreement.
To request the full SLA document, contact support@quotaguard.com.
Marketplace customers
Customers who purchased through the Heroku, AWS, or Azure marketplaces are governed by the terms of that marketplace listing. Contact support@quotaguard.com to confirm what applies to your subscription.