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Welcome to Support

TeamSideline Support Coverage (SLA)

  • Updated

At TeamSideline, we pride ourselves on providing the best support in the business. We understand the importance of reliable and accessible support to ensure your operations run smoothly. That's why we are pleased to inform you that our support coverage is available 7 days a week.

 

1. Introduction This Service Level Agreement ("SLA") outlines the customer support services provided by TeamSideline for its SaaS platform. It applies to both Admins and End Users who interact with the platform.

2. Support Availability

  • Self-Serve Help Options: 24/7

  • Standard Support Hours: Mon–Fri 7AM – 5PM (PT) 

  • After-Hours Support: Weeknights 5PM-7PM (PT)

  • Weekend Support: Sat-Sun 9AM-6PM (PT)

  • Holidays: Critical Support Only 

    • New Years Day
    • Memorial Day
    • Independence Day
    • Labor Day
    • Thanksgiving Day
    • Day After Thanksgiving Day
    • Christmas Eve
    • Christmas Day

3. Support Channels Admins and end users can reach support via:

4. Response Time Commitments

  • Critical (P1): System down, major outage, data loss (2 hours)

  • High (P2): Major feature not working, affecting multiple users (4 business hours)

  • Medium (P3): Non-critical, bugs (1 business day)

  • Low (P4): General inquiries, feature requests (2 business days)

5. Resolution Time Targets Resolution times depend on the complexity of the issue. While not guaranteed, our goals are:

  • 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): Addressed in future updates as appropriate.

6. Responsibilities

  • Admin Responsibilities:

    • Provide accurate issue descriptions and relevant details.

    • Ensure end users follow proper troubleshooting steps before escalating issues.

    • Use designated support channels for tracking and follow-ups.

  • End User Support Policy:

    • End users should first contact their respective Admins for support.

    • Admins may escalate unresolved issues to our support team.

7. Exclusions This SLA does not cover issues arising from:

  • Third-party integrations not managed by TeamSideline

  • Customer network or hardware issues.

  • Use of the platform outside recommended configurations.

8. Escalation Process If an issue is not resolved within the expected time frame, Admins may request escalation by emailing support@teamsideline.com with "Escalation Request" in the subject.

9. SLA Reviews & Updates This SLA is subject to periodic review and updates. 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 of this SLA.

 

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