Here's the link to view Boltive SLA in a PPT format.
Priority 1 (P1):
Issue is preventing ad delivery across customer's entire property/process.
Resolution time:
Issue will be acknowledged within 1 hour during normal business hours.
Off hours, issue will be acknowledged within 2-4 hours.
Resolution will be first dev priority, typically addressed within 4 hours.
Updates will be provided every 2-4 hours if it cannot be resolved immediately.
Contact info:
Via email: urgent@boltive.com (alias sends an email and text to key distro list)
Mark subject line with: Urgent: P1 Issue
By Phone:
Meghan Mark (VP of AM): 973-703-6102
Drake Callahan (CTO): 206-755-8470
Dan Frechtling (CEO): 503-757-9965
Priority 2 (P2):
Issue is impacting ad delivery across partial inventory/property/process.
Resolution:
Issue will be acknowledged within 2 hours during normal business hours.
Resolution will be first dev priority, typically addressed within same business day.
Updates will be provided every 2-4 hours if it cannot be resolved immediately.
Contact:
Via email: urgent@boltive.com
Mark subject line with: P2 Issue Issue
Priority 3 (P3):
General day-to-day questions, help, feature requests and training
Resolution:
Issue or question will be acknowledged as soon as possible (typically between 1-2 hours) during normal business hours.
Resolution timeline will depend on the nature of the ask, but is typically addressed same business day.
Feature requests will be prioritized and tracked in partnership with account management & product.
Contact options include:
Support alias: support@boltivecom
Intercom (via the platform)
Account management direct emails