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 is 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, Monday to Friday

    Excluding national holidays in Canada

  • Outside business hours you can still open a support ticket or try one of the self-serve options ( , )

How to reach our support

Please submit a ticket through our (registration required)

Support SLA for Incidents/Support requests

Response and Coverage hours are Business hours.

Severity*

First Response

Coverage**

Critical

6h

12h per day, Monday to Friday

Severe

12h

12h per day, Monday to Friday

Medium

24h

12h per day, Monday to Friday

Low

24h

12h per day, Monday to Friday

* 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 )

  • 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:

  • Product Training or webinars (you can find our recorded training )

  • One-to-one Meetings or telephone support

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

  • Developer questions like Coding or Programming for API implementation or integrations (you can our in Slack for help on these topics or read our )

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

  • Support for products that have reached  

  • Support in languages other than English