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What is included in an IMG.LY Service Level Agreement?

IMG.LY SLAs are designed to give your team confidence in the reliability and responsiveness of the support you receive. What is included depends on whether you are on the standard support tier or a custom agreement.

What every plan includes by default

  • Availability. Support is available Monday to Friday, 9:00 AM to 6:00 PM CET on business days.
  • Response time. Requests submitted through the support desk receive a targeted response within 72 business hours.
  • Issue prioritization. Tickets are triaged based on severity and business impact so the most critical issues are addressed first.
  • Documentation. Comprehensive reference documentation is available on the IMG.LY platform at all times.
  • Technical support. Coverage applies to SDK versions released within the past 12 months from the date your ticket is submitted.

What a custom SLA can add?

For teams that need more than the default tier, a tailored SLA can include guaranteed uptime commitments and defined response time targets based on your specific support requirements and issue severity thresholds.

How to get a custom SLA?

If you would like to discuss a tailored agreement, reach out through our contact form and the sales team will work with you to put together something that fits your needs.