Support Policy

Getting Help

tCell support is available Monday-Friday, 6a-6p Pacific Time. We offer 24x7x365
assistance for Premium Support customers experiencing Critical Severity issues.

Ways to reach us:

Web: https://support.tcell.io
Email: support@tcell.io
Slack: (on request)
Phone: 708-501-6095

Response Times

Severity

Description

Standard Response SLA

Premium Response SLA

CRITICAL

Halts your business operations and no procedural workaround exists.

Initial: <1 business hour

Updates: every 2 business hours

Initial: < 1 hour

Updates: every 2 hours

MEDIUM

Medium-to-low impact on your business, but your business continues to function (including the use of a procedural workaround).

Initial: < 4 business hours

Updates: daily

Initial: < 4 business hours

Updates: daily

LOW

Low-to-no impact on your business or the performance/functionality of the service.

Initial: < 5 business days

Initial: < 1 business day

 

Service Availability

tCell guarantees 99.8% availability of agent facing services, including serving the JavaScript agent and data collection services with no scheduled downtime.

tCell guarantees 99.5% availability of the management service outside of scheduled downtime.

tCell does not generally require downtime to maintain the management service, but may from time to time schedule downtime for major maintenance. Scheduled downtime windows are limited to non-business hours (6p-6a Pacific Time) with a maximum of two hours per a week.

Note: Downtime for agent facing services or the management service does not affect availability of customer applications.

 

 

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