Amberflo Support

Amberflo Support can be reached through by or [email protected].

Support Services 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 LevelTarget Response Time (Standard)Target Response Time (Premium)
Severity 1 - CriticalAcknowledged 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 CriticalAcknowledged 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