What is included in a Service Level Agreement (SLA)?

IMG.LY offers Service Level Agreements (SLAs) tailored to accommodate your specific business and support requirements.

Guaranteed uptime: Ensures the reliability of our services.
Response time guarantees: Specific response times for technical support requests based on the severity and business impact of issues.

Availability: On-demand customer service is available Monday to Friday, 9:00 AM - 6:00 PM CET (business days).
Response time: Targeted response time is within 72 business hours for requests submitted via the IMG.LY Support Desk.
Issue prioritization: Based on the severity and business impact.
Documentation: Access to comprehensive resources via the IMG.LY platform.
Technical support: Available for SDK versions not older than 12 months from the date the ticket is issued.

For tailored SLAs to meet individual business needs, please contact our sales team.