Support Service Level Agreement (SLA)

This Support Service Level Agreement outlines the support commitments provided by VersanaCX™ to customers using our services.

Support is provided via email at support@versanacx.com and through in-app support channels where available.

Standard during business hours. Priority support is available on higher-tier plans.

- Critical: 4 hours

- High: 8 hours

- General: 24 hours

Note: actual times may vary depending on the nature of the issue.

Issues are prioritized based on severity, impact, and urgency. Critical issues affecting system availability are addressed first.

We aim to resolve all issues promptly; however, some issues may require extensive investigation, third-party coordination, or product updates.

Customers are expected to provide accurate information, timely responses, and sufficient detail to help us reproduce and resolve issues.

This SLA does not apply to third-party issues, user misconfiguration, or factors outside our reasonable control.

We may update this SLA from time to time. The updated version will be posted with a revised effective date.

support@versanacx.com