ConnectSx Basic Support Tier

The ConnectSx team provides a basic support tier for all customers at no additional cost. Basic support includes the following resources and service level commitments:

1. Infrastructure uptime, based on our SLAs with Google Cloud Platform, including:

   1. Cloud SQL: 99.95% monthly uptime

   2. Compute Engine: 99.99% monthly uptime

   3. App Engine: 99.95% monthly uptime

   4. Cloud Storage: 99.95% monthly uptime

   5. Data Store: 99.95% monthly uptime

2. Monthly infrastructure uptime for Intercom Chat based on our SLAs with Intercom.com of 99.8%

3. 24/7 Access to all online articles and application documentation

4. 24/7 access to our ticketing system

5. 24 hour response times for critical issues that impact business operations

6. 48 hour response times for non-critical issues, excluding weekends

7. 3 business day response times for all other communications

8. General support contact; dedicated support not available for basic tier customers

9. Phone support is not available for basic tier

10. Training and ongoing support available on a time-and-materials basis