Our Support Policy
Provider will use commercially reasonable efforts to have the Service, including the website, available 24 hours per day, 7 days per week, excluding any scheduled maintenance as described below and unscheduled downtime due to events beyond Provider’s control. Times noted below are approximate and may change.
Platform Application Availability
There will be weekly scheduled maintenance (currently every Monday, though the day may change) between 10:00 PM and 11:00 PM Eastern time to perform system maintenance, backup, and upgrade functions for the Platform Application. Weekly scheduled maintenance does not normally require the Platform Application to be offline for any appreciable length of time; however, during maintenance, the Platform Application may have short periods of instability and may be offline for up to one hour. If scheduled maintenance is required outside of the weekly scheduled maintenance described above, Provider will notify Subscriber with reasonable advance notice.
Scheduled Maintenance
Unscheduled maintenance may be required to resolve issues that are critical for Subscriber and/or performance of the Platform Application. Provider will notify Subscriber when possible via email prior to the unscheduled maintenance. When possible unscheduled maintenance will be conducted between 9:00 PM and 3:00 AM Eastern time.
Unscheduled Maintenance
Product Support
Provider’s Product Support Team provides Standard Support from 8:00 a.m. to 5:00 p.m. Eastern time, Monday through Friday. Contact should be made by creating a support ticket or by calling (833) 492-8370 and Press 1 for Technical Support.