Service Level Agreement

The Service Level Agreement (SLA) outlines how Really Good Data handles issues related to the Really Good Data service. If you have questions about the SLA, please contact us.

Priority 1 (Critical)

Customer is unable to access critical functionality. Service failure or performance degradation has a critical impact on customers primary business.

Service Level Agreement: Response provided with 2 business hours. Resolution provided within 24 hours.

Priority 2 (Major)

Customer is unable to perform a frequently used critical business function as would be expected in the normal use of the SaaS Services. No temporary solution or workaround is available.

Service Level Agreement: Response provided with 4 business hours. Resolution provided within 30 business days.

Priority 3 (Minor)

Customer is unable to perform a frequently used but non-critical business function as would be expected in the normal use of the SaaS Services. Temporary solution or workaround is available.

Service Level Agreement: Response provided with 8 business hours. Resolution provided within 90 business days.

Priority 4 (Low)

Customer is unable to perform a seldom used and non-critical business function as would be expected in the normal use of the SaaS Services.

Or, Customer is unable to complete a frequently used but non-critical business function as would be expected in the normal use of the SaaS Services, but a temporary resolution has been provided.

Service Level Agreement: Response provided within best efforts. Resolution provided within best efforts.

Updated November 2023