Incision Service Level Agreement
This Service Level Agreement (SLA) outlines the support services provided by Incision for our products. It defines the scope of support, issue classification and prioritization, response and resolution timeframes, support processes, and exclusions.
Availability
Support is available through the following channels:
➔ Email - support@incision.care
➔ Ticketing Portal - https:/ /support.incision.care
You can also directly contact your Customer Success Manager in emergency situations.
Hours of Operation
Incision Customer Support is available from 8:00AM EST until 4:00PM EST, Monday to Friday.
Customer Success Managers are available during local business hours, Monday to Friday.
Scope of Support
Incision will:
➔ Answer questions about the platform's usage, configuration, and troubleshooting
➔ Provide regular maintenance, including preventive checks, tests, and performance adjustments
➔ Review maintenance and support records quarterly to identify and address potential issues proactively
➔ Provide all necessary training for the deployment, implementation, and use of our software
◆ This can be either remotely (preferred) or in person for a fee
Issue Classification and Priority Levels
When an issue is reported, it will be assigned a priority based on its impact. The response and resolution times vary by priority level.
Support Process
➔ Reporting Issues
◆ Issues can be reported via phone, email, or our ticket portal
◆ Please provide as much detail as possible, including screenshots, error messages, and steps to reproduce the issue
➔ Acknowledgment and Updates
◆ Once reported, issues will be acknowledged within the designated response time
◆ Regular status updates will be provided according to the issue priority
➔ Resolution
◆ Our team will work diligently to meet or exceed the resolution timeframes outlined above
Uptime
Incision guarantees an uptime of 99.5% on a rolling monthly basis.
Exclusions
The following are outside the scope of this SLA:
➔ Issues caused by third-party software or hardware not provided by Incision.
➔ Scheduled maintenance, which will be communicated in advance.
➔ Downtime caused by internet service providers or other factors beyond Incision’s control.