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Noname provides more than traditional customer success - we are your best advocate and your technical partner. Your satisfaction is our compass, and your success is our ultimate reward.
At Noname, we understand the importance of seamless business continuity. That’s why we’re proactive in safeguarding your operations with our Service Interruption Monitoring. Our vigilant team is on standby 24/7, ready to detect and address potential disruptions before they impact your business.
Each support case is handled promptly and governed by the following Service Level Agreement parameters:
Security Levels | Severity Description | Response Time (standard tier, business hours) | Response Time (premium tier) |
---|---|---|---|
Critical
|
System is inoperable | 2 hours from confirmation; efforts to correct problem begin immediately and continue throughout resolution. | 30 minutes from confirmation; efforts to correct problem begin immediately and continue throughout resolution. |
Highest
|
System is operable but major product features and functions are not operable | 4 business hours; efforts to correct problem begin within same business day. | 2 hours from confirmation; efforts to correct problem begin within 3 hours. |
High
|
System is operable but major product features and functions are not performing properly | 8 business hours; efforts to correct problem begin next business day. | 4 hours from confirmation; efforts to correct problem begin within 8 hours. |
Medium
|
System is experiencing minor operational problems | Item to be evaluated as part of roadmap / release plan. | 8 hours from confirmation; efforts to correct problem will be evaluated for the next release in next patch or release. |
Low
|
Low cosmetic or non-critical issues | Item to be evaluated as part of roadmap / release plan. | 12 hours from confirmation; efforts to correct problem will be evaluated for the next release in the next patch or release. |
Experience the speed, scale, and security that only Noname can provide. You’ll never look at APIs the same way again.