Log360 Cloud will have a Monthly Uptime Percentage of 99.9% (excluding the downtime caused by scheduled maintenance and planned updates, which will be communicated well in advance).
To check the current uptime and performance metrics of all ManageEngine services, please visit the data center link given below:
| Data Center | URL |
|---|---|
| United States (US) | https://status.manageengine.com/ |
| Europe (EU) | https://status.manageengine.eu/ |
| Australia (AU) | https://status.manageengine.com.au |
| India (IN) | https://status.manageengine.in |
| Japan (JP) | https://status.manageengine.jp |
At ManageEngine, customer satisfaction is of utmost importance to us. To ensure this, we offer unlimited email support and telephone support for critical issues. All support tickets will receive a response within 24 hours, or the next business day (except public holidays). We also provide SLAs on all of our product support requests, as detailed below:
Log360 Cloud does not function without a fix being applied and when the problem has significant effect on the revenues or business operations of Subscriber.
Log360 Cloud can function. However, it provides incorrect results or its performance is inconsistent with the performance described in the documentation.
The functionality of Log360 Cloud is not affected by the problem or can be achieved by using other features of Log360 Cloud.
| Severity Level | Acknowledgement | Problem Determination | Problem Workaround and System Restoration | Resolution/Restoration |
|---|---|---|---|---|
| 1 | 6 Business Hours | 24 Business Hours | 48 Business Hours | 30 Business Days |
| 2 | 15 Business Hours | 3 Business Days | 8 Business Days | 90 Days |
| 3 | 24 Business Hours | 5 Business Days | NA | 180 Days |
* Technical support will be available 24 hours a day, Monday through Friday.
Response and resolution time will be determined on a 24x5 basis.
| Severity Level | Acknowledgement | Problem Determination | Problem Workaround and System Restoration | Resolution/Restoration |
|---|---|---|---|---|
| 1 | 3 Business Hours | 18 Business Hours | 24 Business Hours | 15 Business Days |
| 2 | 3 Business Hours | 2 Business Days | 3 Business Days | 30 Business Days |
| 3 | 3 Business Hours | 3 Business Days | NA | 180 Days |
* High-impact issues will be attended to on a 24x7 basis.
Other issues will be resolved on a 24x5 basis, according to the above SLA.
You can contact our support by writing to support@log360cloud.com, or by raising a support request from within Log360 Cloud's user interface.