Service Level Agreement (SLA) and support 

Service Level Agreement and support 

Annex Cloud’s Loyalty Experience Platform is backed by 24/7/365 support with a well-defined SLA.

Level 1

Complete downtime or significant impact to customer’s use of Annex Cloud technology. Acknowledgement time: 1 hour Resolution time: 24 hours

Level 2

Impact to customer’s use of Annex Cloud technology but a workaround is available. Acknowledgment time: 1 business day Resolution time: 5 business days

Level 3

Minor problem or change request. Acknowledgement time: 2 business days Resolution time: As agreed with customer

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