Last Updated: 2023-03-11
Service Level Agreement ("SLA")
All Marketplace Products created by CTO Kit (the "Publisher") adhere to this SLA.
Customers with an active Data Center license for a Marketplace Product are entitled to the following support services:
- Support for the Marketplace Product is provided via email to firstname.lastname@example.org, as outlined in the Support Documentation.
- Support requests will be addressed on a first-come, first-served basis.
- We target an initial response time for new support requests of 1 business day or less.
- For support requests which require a bug fix to the product, we target a resolution time of 5 business days or less.
- For complex issues, resolution time may vary. We will make a best effort to seek a timely resolution to support requests.