Support SLA
This Service Level Agreement ("SLA") is a commitment between InvGate and the Customer to define measurable service objectives.
This service commitment does not apply in situations caused by factors outside InvGate’s reasonable control, including any force majeure event.
First response
The “SLA for First Response” measures the time from the moment the request is lodged in our support portal until the moment when our support team responds the customer's question for the first time (refers to a visible response from our team).
| Criticity | Time |
|---|---|
| Critical | 15 minutes |
| High | 1 hour |
| Medium | 2 hours |
| Low | 4 hours |
The criticality of the incidents is defined below:
- Critical: the Solution is not available and cannot be used by any user.
- High: the incident does not allow the use of the critical functionalities of the Solution by any user.
- Medium: the incident significantly prevents the work in the Solutions.
- Low: any other incident.
Service hours
The support service hours are Monday to Friday, from 8:00 to 21:00 (GMT-3).
As of July 21, 2025, support hours will be Monday to Friday, from 3:00 to 22:00 (GMT-3), equivalent to 8:00 to 3:00 (CET).
Availability
The availability of the Services in cloud servers will be 99.9%.