At TeamSideline, we pride ourselves on providing exceptional customer support. We understand the importance of reliable and accessible assistance to help your organization operate smoothly and efficiently. To support your success, TeamSideline offers support coverage 7 days a week.
1. Introduction
This Service Level Agreement (“SLA”) outlines the customer support services provided by TeamSideline for its SaaS platform. This SLA applies to both Admins and End Users who interact with the platform.
2. Support Availability
Self-Service Help Options
Available 24 hours a day, 7 days a week.
Standard Support Hours
Monday – Friday
7:00 AM – 5:00 PM (PT)
After-Hours Support
Weeknights
5:00 PM – 7:00 PM (PT)
Weekend Support
Saturday – Sunday
9:00 AM – 6:00 PM (PT)
Holiday Support
Critical support only is available on the following holidays:
- New Year’s Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Day After Thanksgiving
- Christmas Eve
- Christmas Day
3. Support Channels
Admins and End Users may contact TeamSideline Support through the following channels:
Self-Service Help Center
Our online Help Center includes FAQs, troubleshooting guides, and knowledge base articles and is available anytime:
Support Ticket Requests
- Email: support@teamsideline.com
- Phone: 888-953-2483
Live Support (Admins Only)
Admins may request a live support session with our team.
4. Response Time Commitments
| Priority | Description | Initial Response Target |
|---|---|---|
| Critical (P1) | System outage, major service disruption, or data loss | Within 2 hours |
| High (P2) | Major feature impairment affecting multiple users | Within 4 business hours |
| Medium (P3) | Non-critical bugs or functionality issues | Within 6 business hours |
| Low (P4) | General questions, enhancement requests, or minor issues | Within 1 business days |
5. Resolution Time Targets
Resolution times vary depending on issue complexity and required investigation. While resolution times are not guaranteed, TeamSideline targets the following goals:
| Priority | Target Resolution Time |
|---|---|
| Critical (P1) | Resolution or workaround within 4 business hours |
| High (P2) | Resolution within 1–2 business days |
| Medium (P3) | Resolution within 3–5 business days |
| Low (P4) | Considered for future product updates as appropriate |
6. Responsibilities
Admin Responsibilities
Admins are responsible for:
- Providing accurate issue descriptions and relevant details
- Assisting End Users with initial troubleshooting steps before escalation
- Using designated support channels for issue tracking and follow-up communication
End User Support Policy
End Users should first contact their organization’s Admin for assistance. If the issue cannot be resolved internally, the Admin may escalate the matter to TeamSideline Support.
7. Exclusions
This SLA does not cover issues resulting from:
- Third-party integrations not managed by TeamSideline
- Customer network, hardware, or internet connectivity issues
- Use of the platform outside recommended or supported configurations
8. Escalation Process
If an issue is not resolved within the expected timeframe, Admins may request escalation by emailing support@teamsideline.com with “Escalation Request” included in the subject line.
9. SLA Reviews and Updates
This SLA may be periodically reviewed and updated by TeamSideline. Any material changes will be communicated to Admins via email or platform notifications.
10. Agreement Acknowledgment
By using TeamSideline, Admins and End Users acknowledge and agree to the terms outlined in this SLA.