SLA
Service Level Agreement
Stable Point is committed to providing reliable support and timely assistance for its applications.
Support hours
Monday to Friday, 9:00 AM – 6:00 PM (Paris Time), excluding public holidays.
Response times
Critical issues (production impact): within 24 hours.
High priority issues: within 48 hours.
General inquiries: within 2–3 business days.
Scope of support
Assistance with installation and configuration.
Troubleshooting issues related to the app.
Guidance on best practices and usage.
Exclusions
Custom development or integrations.
Issues caused by third-party apps or external systems.
Best effort commitment
Stable Point operates on a best-effort basis to resolve issues as quickly as possible and ensure service continuity.