Enterprise Service Level Agreement
What Purple Edge commits to for customers on a paid Enterprise plan: how available the platform is, how fast we answer, and what you get back when we fall short. Where your order form says something different, the order form applies.
What is covered
The Purple Edge web application (www.purpleedge.io) and the Purple Edge API (api.purpleedge.io). Not covered, and never counted as downtime: lab machines running in your own AWS account, an outage of Amazon Web Services in our region (eu-west-3, Paris) or of another provider outside our control, your own network, devices or identity provider, announced maintenance, and features marked beta, preview or in development.
Uptime: 99.5% a month
Each covered service is available at least 99.5% of every calendar month (UTC), about 3 hours 39 minutes of downtime in a 30-day month. An external probe checks each service at least every 30 seconds from several locations outside our network; a minute counts as down when more than half of the locations report a failure in that minute.
Scheduled maintenance is announced at least 72 hours ahead to your administrators, takes at most 4 hours a month, and happens outside business hours.
Support and response times
Open a ticket from Support in the app at any time, or email info@purpleedge.io. Every Enterprise customer has a named contact at Purple Edge.
Support hours: Monday to Friday, 09:00-17:00 (Europe/Prague time). First response, counted in support hours from when we receive the ticket:
| Priority | Meaning | First response |
|---|---|---|
| Urgent | A covered service is down or unusable for your organisation, with no workaround | 1 hour |
| High | A major feature is failing for many users, or a class or exam is at risk, with no workaround | 2 hours |
| Normal | A feature is failing with a workaround, or a question about using the product | 1 business day |
| Low | Cosmetic issues, feature requests and general questions | 2 business days |
A first response is a reply from a person who has read your ticket: a fix, a workaround, a question, or the next step and when you will hear from us. We do not commit to a resolution time.
Service credits
If a covered service misses the uptime target in a month, you may claim a credit:
| Monthly uptime | Credit |
|---|---|
| 99.0% to below 99.5% | 10% of that month's fee |
| Below 99.0% | 25% of that month's fee |
Claim within 30 days after the month ends by opening a support ticket naming the month. We answer with the measured figure and apply an approved credit to your next invoice. For an annual plan, a month's fee is one twelfth of the annual fee. One credit per month, and credits are the only remedy for missing the uptime target.
Changes
We may update this SLA with 30 days' notice. A change never lowers a commitment during your current paid term.
Enterprise for your team
Single sign-on, team reports and dedicated support under this SLA. Start with a free trial.