Our commitment to providing reliable, responsive support for your QA automation needs.
Choose the support plan that best fits your organization's needs.
Our commitment to resolving your issues based on severity and plan level.
| Issue Severity | Standard | Premium | Enterprise |
|---|---|---|---|
|
Critical
System outage or complete loss of functionality |
Response: 24 hours Resolution: 72 hours |
Response: 8 hours Resolution: 24 hours |
Response: 1 hour Resolution: 8 hours |
|
High
Major functionality impaired |
Response: 36 hours Resolution: 96 hours |
Response: 12 hours Resolution: 48 hours |
Response: 4 hours Resolution: 16 hours |
|
Medium
System usable with limited features |
Response: 48 hours Resolution: 120 hours |
Response: 24 hours Resolution: 72 hours |
Response: 8 hours Resolution: 24 hours |
|
Low
General questions or minor issues |
Response: 72 hours Resolution: Best effort |
Response: 36 hours Resolution: 96 hours |
Response: 12 hours Resolution: 48 hours |
Response time is measured from the time a support request is submitted through our support channels to the time our support team acknowledges the issue and begins investigation. Resolution time is measured from the time of acknowledgment to the time a solution or workaround is provided.
We're committed to keeping QAxelerate available and reliable.
| Plan | Uptime Guarantee | Maximum Monthly Downtime | Compensation |
|---|---|---|---|
| Standard | 99.5% | 3.6 hours | 10% service credit if uptime falls below guarantee |
| Premium | 99.9% | 43 minutes | 15% service credit if uptime falls below guarantee |
| Enterprise | 99.99% | 4.3 minutes | 25% service credit if uptime falls below guarantee |
Uptime is calculated on a monthly basis and excludes scheduled maintenance windows. Scheduled maintenance is typically performed during non-business hours and customers will be notified at least 48 hours in advance.
Multiple ways to get the help you need.
| Channel | Standard | Premium | Enterprise |
|---|---|---|---|
| Email Support | ✓ | ✓ | ✓ |
| Live Chat | - | ✓ | ✓ |
| Phone Support | - | - | ✓ |
| Knowledge Base | ✓ | ✓ | ✓ |
| Support Hours | 9 AM - 5 PM ET Monday-Friday |
8 AM - 8 PM ET 7 days a week |
24/7 for critical issues |
| Dedicated Support Manager | - | - | ✓ |
Answers to common questions about our SLA.
Issues can be reported through our support portal, via email to support@qa24by7.com, or through the in-app support widget. Enterprise customers can also use their dedicated phone line.
If we fail to meet our SLA resolution times, you may be eligible for service credits based on your plan and the severity of the issue. Please contact your account manager for details.
Uptime is calculated as the percentage of total minutes in a month that the service is available and operational, excluding scheduled maintenance windows. We use multiple monitoring services to track uptime from different geographic locations.
Yes, you can upgrade your support plan at any time. The new plan will take effect immediately, and your billing will be prorated for the remainder of your current billing cycle.
Our SLA does not cover issues caused by custom code, third-party integrations not built by QA24by7, issues resulting from your hardware or network, or acts of nature beyond our control.