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 support@ctokit.com, 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.