Support

amberflo support amberflo support can be reached at support\@amberflo io mailto\ support\@amberflo io support services amberflo provides the following support services for customers of its products standard support included with all software licenses and commercial agreements support is available via email during amberflo’s standard business hours premium support available for an additional fee premium support customers receive priority support and access to extended support hours support hours amberflo defines business hours based on the north american pacific time zone (pt) , monday through friday, from 9 00 a m to 5 00 p m these hours exclude federally recognized u s holidays and adjust according to daylight saving time standard support available 8 hours per day, 5 days per week, during standard business hours premium support available 24 hours a day, 7 days a week response times and severity if you report 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 1 definition a severity 1 issue is defined as a complete service outage (excluding planned maintenance) or a critical failure in the core functionality of the amberflo service in a production environment that severely impacts your business operations examples of severity 1 issues include ingest api failure amberflo application ui is unavailable inability to create or assign payment objects to a customer inability to define static cancellation rules payments integration or connection failure failure of payments related notifications or alerts hosted customer portal is unavailable sla https //www amberflo io/legal/sla