Service Level Agreement (SLA)

Tempo's commitment

Tempo is committed to providing the highest quality service to our customers, and our team of dedicated Support experts are on-hand to ensure our customers continue to benefit from Tempo’s solutions with minimal disruption. Our Support team gives our customers the peace of mind that comes with knowing that our service desk assesses the urgency and impact on their business of each technical issue that arises and prioritizes addressing the issue by most to least critical. Our Support services are available to all customers with a valid license or active subscription for Tempo’s software products.

Support hours

• Our regular Support hours are as follows: 8:00am GMT to 8:00pm GMT

  Excluding national holidays in Canada

How to reach our support

Please submit a ticket through our Support Portal

Support SLA for Incidents/Support requests

Response and Coverage hours are Business hours.

* Severity is estimated by Tempo based on the impact of the specific incident on the customer ** Excluding national holidays in Canada

What does Support include / exclude?

Includes:

• Addressing technical problems that cause an interruption to service availability or product malfunction (defined as per Product documentation)

• Addressing technical problems that cause Tempo products to run sub-optimally

• Technical assistance through the provision of Support documentation

• Support is provided in English

Excludes:

• One-to-one product training

• One-to-one Meeting/telephone support

• Troubleshooting issues not directly related to Tempo products or services such as automation, scripting, customization, and integration with 3rd party Apps

• Assistance with feature enhancement requests that are not integral to core Tempo product functionality (customer suggestions can be made through our Ideas Portal)

• Support in languages other than English

Customers with specific Developer questions can submit them through our Developer Community.