Support

amberflo support amberflo support can be reached at support\@amberflo io mailto\ support\@amberflo io 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 the 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 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 the service is unavailable other than for planned maintenance there is a critical problem with the 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 alert failure hosted customer portal availability sla https //www amberflo io/legal/sla