Support
Amberflo Support can be reached at [email protected].
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.
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:
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
