Objective
This Service Level Agreement (SLA) documents the support processes and standards used by the Ambassador Customer Experience team to enable effective and consistent use of Ambassador software products in accordance with our 99.7% platform up time.
Service Support
The Ambassador Customer Experience team operates across the United States providing remote onboarding, account management and technical product support.
Hours of Business & Support
The Ambassador Customer Experience team is split between time zones Monday-Friday from 9:00am - 5:00pm EST and 9:00am - 5:00pm PST, excluding the following US holidays:
New Year’s Day
Martin Luther King Day
President’s Day
Memorial Day
Juneteenth
Independence Day
Labor Day
Columbus Day
Veterans Day
Thanksgiving Day
Christmas Day
Support Level & Contact Information
Customer Success Manager
If your agreement includes an assigned Customer Success Manager (CSM), you should have been given a direct email and phone number to reach them.
Your CSM will also schedule quarterly and annual business reviews via Zoom.
General Support
If your agreement is limited to general support, you can reach them M-F 8:00am-5:00pm PST at the following:
Corporate Phone: +1 206 209 0788
Support Email: support@getambassador.com
Ambassador Platform Status Notification
Subscribe here - https://status.getambassador.com/ - for Ambassador platform status notifications to receive updates when there are any system outages or deployments.
Customer Escalation
During Support Hours: Please contact your assigned Customer Success Manager or the support phone/email provided above.
After Support Hours: Keeping the below response times in mind, Highest or High priority incidents can be escalated after business hours.
Response Times
Target Initial Response Time - Within 4-business hours
This is the elapsed time between a call, email or case submission and acknowledgement from the Ambassador Customer Experience team.
Target Resolution Time - Between 9-business hours to 5-business days, depending on the priority level. (See Priority Matrix below)
This is the total time between acknowledgement of the issue or request to resolution.
Priority Matrix
Priority Level | Description | Target Initial Response Time | Target Resolution Time |
Highest | The Ambassador system is down for all customers. | Within 4-business hours
Updates: Twice daily updates, unless otherwise agreed upon
| 9 business hours (99.7% Uptime) |
High | Serious problem that could result in a clients’ inability to utilize the platform or service. | Within 4-business hours, unless “Urgent” is within subject line
Updates: Daily updates, unless otherwise agreed upon
| 9 business hours (99.7% Uptime) |
Medium | Has the potential to affect client(s) ability to utilize the platform or service for which there is a work around (short term or longer term) | Within 4-business hours | 48 business hours |
Low | Minor issue with little or no impact on clients’ programs however it is time sensitive. | Within 4-business hours | 5-business days |
Lowest | Enhancement request, minor issue, or chore with little or no impact on clients’ programs however is not time sensitive. | Within 4-business hours | N/A |