Amberflo Support
Amberflo Support can be reached through by https://support.amberflo.io or [email protected].
Support Services
Amberflo.io provides the following support services for the customers of Amberflo products:
- Standard support: Included with all Software licenses and commercial agreements. Standard support customers can receive support by email during Company's standard business hours.
- Premium support: Premium support is available for an additional fee. Premium support customers receive priority support and can access extended support hours.
Support Hours
North American business hours shall be defined as 9 a.m. to 5 p.m. Pacific Time, Monday through Friday. Coverage hours exclude federally recognized holidays in the United States. Hours of availability are adjusted in accordance with daylight savings.
- Standard support: 8 hours a day, 5 days a week, based on normal North American business hours.
- Premium support: 24 hours a day, 7 days a week.
Response Times and Severity: If you report of a problem with our Service during the stated Support hours, our representative will acknowledge the report by issuing a confirmation to you via email, and we will assign a severity level to the problem based on the type of issue reported, according to the following schedule:
| Severity Level | Target Response Time (Standard) | Target Response Time (Premium) |
|---|---|---|
| Severity 1 - Critical | Acknowledged within 4 business hours of issue being logged, followed by updates every 1 business day. | Acknowledged within 2 hours of issue being logged, followed by updates every 4 hours. |
| Severity 2 - Non Critical | Acknowledged within 1 business day of issue being logged, followed by updates every 2 business days. | Acknowledged within 4 hours of issue being logged, followed by updates every 2 days. |
Severity 1 Definition
The service is unavailable other than for planned maintenance. There is a critical problem with fundamental functionality of the Service in your Production Environment(s) that is critical to your business activities.
Problem scenarios include:
- Ingest API failure
- Amberflo application UI availability
- Ability to create or assign payment objects to a customer
- Ability to define static cancellation rules
- Payments integrations or connection failure
- Payments related notifications and alerts failure
- Hosted customer portal availability