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Support Service Level Agreement
The Customer is entitled to receive Support as detailed on the applicable Order Form. If no Support terms are specified on the applicable Order Form, the following Support terms shall apply.
Severity Definitions
Hours of Service
Response Times
Quiq will use reasonable efforts to respond within the following timeframes, where ‘Response’ means a confirmation of the issue and ‘Resolution’ means the issue has been resolved or a workaround has been suggested.
Severity | Response | Resolution |
---|---|---|
Severity 1 | 1 Hour | 4 Hours |
Severity 2 | 2 Hours | 8 Hours |
Severity 3 | 4 Business Hours | 30 Business Days |
Severity 4 | 1 Business Day | N/A |
Contact Quiq Support at support@quiq.com and visit our status page at https://status.quiq.com/.