NowSignage operates a strict Service Level Agreement (SLA) meaning we guarantee platform uptime and never leave you waiting for a response to an urgent issue.
The NowSignage Service Level Agreement (SLA) is in place to ensure that agreed processes and procedures are in place to enable the provision of consistent high quality, responsive technical support.
P1 – Critical Service Outage The system is down, no platform access is available:
● Initial Contact: < 30 minutes
● Status Update: < 8 hours
● Management Escalation: Immediate
P2 – High There are one or more significant features that are unavailable:
● Initial Contact: < 2 hours
● Status Update: < 24 hours
● Resolution: < 48 hours
P3 – Medium The problem does not prevent the End-User from accessing core features or using the Hosted App:
● Initial Contact: < 48 hours
● Status Update: < 5 business days
● Resolution: < 5 business days or other special requests required by the Buyer
P4 – Low There are no obvious errors, merely small insignificant problems i.e. layout, image or colour error that does not cause an issue to branding or service capability.
● Initial Contact: < 48 hours
● Status Update: < 5 business days
● Resolution: < dependent on business criticality
Access to the platform is only possible via our secure login portal. NowSignage gives you complete visibility into the up-time status and content scheduling across all your screen portfolio. Our real-time health metrics will indicate the status of your screens at all times.