Quilter Support and Uptime SLAs
At Quilter, we are dedicated to delivering the highest quality support and service to our clients. We recognize that technical problems can occur anytime, so we ensure our customers have the necessary resources to resolve these issues swiftly and effectively. That's why we provide standard support along with uptime Service Level Agreements (SLAs) to all our customers.
What is an SLA?
A Service Level Agreement (SLA) is a contract between a service provider and a customer that defines the expected service standards. For Quilter, our SLAs detail the response and resolution times for various severity levels of technical issues.
What SLAs does Quilter offer?
Our support SLAs outline different response and resolution times based on issue severity levels: high (P1), medium (P2), and low (P3). This structure guarantees that customers get appropriate support and timely resolutions for their technical problems.
Additionally, we provide distinct support SLAs for our hosted and on-premise Quilter deployments. This approach enables us to customize our support services to better suit the individual needs of each customer.
Where can I find more information about Quilter's support policies and SLAs?
You can find the most recent details on Quilter's support policies and SLAs on our website at https://quilter.ai/sla&support. This page is routinely updated to include any changes or updates to our support policies and SLAs.
What about Non-Commercial Tier users?
Please note that Quilter offers no support or SLA commitments for users on our Non-Commercial Tier, which is provided free of charge for non-commercial use only. If you plan to use Quilter for commercial purposes, we strongly recommend upgrading to a paid tier to benefit from our support and SLA commitments.