Service Level Expectations

Service level expectations, commonly refereed to as a service level agreement (SLA) only applies to Channel99 customers when explicitly incorporated into your agreements for the purchase of Channel99 Services.

Support Level of Service: Channel99 support will reply to any customer support request within 24 hours on weekdays and non-holidays. Support requests will be resolved as expeditiously as possible but cannot be guaranteed within the terms of a service level agreement due to the varying nature of service requests. Any query into the status or update of a support request will also be held to a 24 hour response time. Support requests can be directly submitted to support@channel99.com. In addition the Channel99 Support Center is available on a 24/7 basis and the Channel99 Support AI agent is available for troubleshooting in the upper right corner of the Channel99 platform at anytime. 

Scheduled Downtime: Scheduled downtime is sometimes needed to make platform updates which improve the functionality and performance of the Channel99 Platform. Channel99 strives to ensure all downtime is scheduled during off hours where user activity is at a minimum. Channel99 does not expect more than hour (4) hours of schedule downtime per calendar month. 

Downtime (Unscheduled) means any period during which Customer is unable to access the Channel99 Platform and will be kept to a minimum. Expected uptime is 99% and can be tracked using the Status Update page. 

Status Updates. Customers may receive updates regarding Channel99 availability by registering for updates via https://channel99.freshstatus.io/