- Service Level Agreement
Service Level Agreement
Protect your biometric security investment with our comprehensive warranty
programs designed to ensure maximum uptime and performance.
programs designed to ensure maximum uptime and performance.
Service Metrics & Guarantees
Detailed breakdown of our service commitments for each SLA tier.
24/7 Support
Average time to acknowledge and respond to support requests
Resolution Time
Average time to resolve critical issues and restore service
Priority Response
Guaranteed system availability and performance levels
Support Coverage
Hours of operation for technical support services
Get Support When You Need It
Multiple ways to reach our expert support team for assistance.
Phone Support
Direct access to our technical support team
- Mon-Fri 9AM-6PM PST
Email Support
Detailed technical assistance via email
- 24/7 response within 4 hours
Knowledge Base
Comprehensive self-service resources
- 24/7 online access
Incident Management Framework
Structured approach to handling and resolving service incidents based on severity levels.
- Critical Priority
Critical
System completely down, security breach, or complete loss of functionality
- Response:
- 1 hour
- Resolution:
- 4 hour
- High Priority
High
Major functionality impaired, significant performance degradation
- Response:
- 2 hour
- Resolution:
- 8 hour
- Medium Priority
Medium
System completely down, security breach, or complete loss of functionality
- Response:
- 4 hour
- Resolution:
- 24 hour
- Low Priority
Low
System completely down, security breach, or complete loss of functionality
- Response:
- 8 hour
- Resolution:
- 72 hour
