Service Level Agreement

The Service Level Agreement (SLA) outlines how DailyStory handles issues related to the DailyStory service. If you have questions about the SLA, please contact us.

Priority 1 (Critical)

Customer is unable to access critical functionality. Service failure or performance degradation has a critical impact on customers primary business.

Service Level Agreement: Response provided with 2 business hours. Resolution provided within 24 hours.

Priority 2 (Major)

Customer is unable to perform a frequently used critical business function as would be expected in the normal use of the SaaS Services. No temporary solution or workaround is available.

Service Level Agreement: Response provided with 4 business hours. Resolution provided within 30 business days.

Priority 3 (Minor)

Customer is unable to perform a frequently used but non-critical business function as would be expected in the normal use of the SaaS Services. Temporary solution or workaround is available.

Service Level Agreement: Response provided with 8 business hours. Resolution provided within 90 business days.

Priority 4 (Low)

Customer is unable to perform a seldom used and non-critical business function as would be expected in the normal use of the SaaS Services.

Or, Customer is unable to complete a frequently used but non-critical business function as would be expected in the normal use of the SaaS Services, but a temporary resolution has been provided.

Service Level Agreement: Response provided within best efforts. Resolution provided within best efforts.

Updated March 2022