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Do you offer Service Level Agreements (SLAs)?

Yes. IMG.LY provides defined support services with clear response times and issue prioritization. Here is what is included in the standard support level.

What standard support includes

  • Availability. Our support team is available Monday to Friday, 9:00 AM to 6:00 PM CET on business days.
  • Response time. You can expect a response within 72 business hours for requests submitted through the IMG.LY support desk.
  • Issue prioritization. Requests are triaged based on severity and business impact, so critical issues are handled first.
  • Documentation. Comprehensive reference documentation is available on the IMG.LY platform at all times.
  • Technical support. SDK support covers versions released within the past 12 months from the date your ticket is submitted.

If you need a tailored SLA

Standard support may not cover everything your team needs, particularly at scale. If you require custom response times, dedicated coverage, or a formally documented SLA, our sales team is happy to put something together that fits your situation. Reach out through our contact form to start that conversation.