gotomyerp Service Level Agreement (SLA) — Support Response Times & Uptime Policy

Service Guidelines

Support Documentation

Service Level Agreement (SLA)

This document defines how gotomyerp categorizes, prioritizes, and responds to support requests — so you always know what to expect and when to expect it.
1

Emergencies & Customer Escalations

🚨 Emergency Definition

An Emergency is defined as the Service being unavailable from at least two (2) verified locations for all users. A gotomyerp support staff location may serve as the second verification point if one is not available to you.

⚡ Emergency Response Time

All verified Emergencies receive a 30-minute response time, 24 hours a day, 7 days a week. To reach emergency support outside of business hours, submit a ticket through the support portal and mark it as an Emergency (Severity Level 1).

1.2 — Customer Escalations

A Customer Escalation is a request you consider urgent but that does not meet the emergency definition in Section 1.1. Escalations may require pulling resources on an emergency basis and may be priced separately at emergency rates.

1.3 — Customer Responsibilities During an Emergency

During an active emergency, gotomyerp dedicates resources to your issue. In return, the Customer must:

  • Promptly respond to all communications and answer questions from gotomyerp staff.
  • Notify gotomyerp immediately via the open ticket once the issue is resolved or is no longer an emergency, so the ticket can be marked resolved and resources can be released.
2

Network Availability & Connections

Network Availability refers to gotomyerp's network ability to pass incoming and outgoing TCP/IP traffic. The following are outside gotomyerp's control and are not included in downtime calculations:

  • Interruptions caused by your ISP, your local network, or your connection equipment.
  • Denial-of-service attacks or similar external threats.

2.1 — Single-Location Connection Issues

When a connection issue appears isolated to one end-user or location:

  • Create a support ticket in the gotomyerp Support Portal and mark it Normal Priority / Pending Customer Input.
  • Use your internal resources, network admin, or 3rd-party IT provider to attempt resolution first.
  • If resolved locally, update and close the ticket. No further action is required from gotomyerp.

2.2 — Multi-Location Connection Issues

If gotomyerp is notified of a connection problem affecting multiple locations, we will assist in determining the source and escalate to Emergency status while we investigate. Once the cause is identified, we will either:

  • a) Continue internal Emergency handling, or
  • b) Transition to normal support and direct you to your local IT providers or ISPs.

2.3 — Third-Party Connection Validation

If a dispute arises about the quality of your connection, gotomyerp reserves the right to engage a neutral U.S.-based 3rd-party IT provider to verify connectivity. This validation is billed at gotomyerp's standard rates plus the cost of the 3rd-party provider.

  • If connectivity meets gotomyerp's guidelines, no further action is required from gotomyerp.
  • If connectivity does not meet guidelines, gotomyerp will use every reasonable effort to resolve the issue at our own expense and will reimburse any validation fees charged to you.
3

Severity Levels & Response Times

📋 How Severity Levels Work

You assign an initial severity level when submitting a request. gotomyerp may adjust this level after initial contact and assessment. Tickets submitted via email default to Level 3 (Minimal Business Impact) response times. For the fastest routing and proper SLA tracking, always use the Support Portal.
Business Hours Monday – Friday  |  7:00 AM EST – 6:00 PM PST  |  Emergency support is 24x7
Severity Impact & Description Business Hours After Hours / Weekend
Level 1 Critical Business Impact Production use of primary business services, major applications, or mission-critical systems is stopped or so severely impacted that work cannot reasonably continue. gotomyerp will begin work within one hour of notification and treat this as the highest priority. Customer resources must be available to assist in resolution.
  • System hang or crash
  • Data loss or data corruption
  • Critical functionality completely unavailable
 Within 2 Hours See Section 1
Emergencies
Level 2 Significant Business Impact Important product features are unavailable with no acceptable workaround, or the system is functioning with limited capabilities, instability, or periodic interruptions.
  • Product error forcing a restart or recovery
  • Severely degraded performance
  • Functionality unavailable but system can operate in restricted mode
 Same Day See Section 1
Emergencies
Level 3 Minimal Business Impact Product features are unavailable but a workaround exists, and most software functions remain usable. Minor function or feature failure that can be circumvented or avoided.
  • Error message with an available workaround
  • Minimal performance degradation
  • Incorrect product behavior with minor impact
  • Questions on product functionality or configuration
 24 – 48 Hours See Section 1
Emergencies
Level 4 Nominal Business Impact Minor question or request with no impact on software function or customer operations. How-to guidance, documentation clarification, and enhancement requests fall here.
  • General advice on product usage
  • Clarification of documentation or knowledgebase articles
  • Product enhancement requests
 48 – 72 Hours See Section 1
Emergencies

⚠️ Note on Severity Adjustments

gotomyerp reserves the right to adjust the severity level assigned to a ticket after initial contact and technical assessment. If a level is changed, you will be notified via the ticket.
4

Server Availability & Maintenance

99.99%

Guaranteed Monthly Uptime

~15 min

Nightly Maintenance Window

1 hr

Max Scheduled Maintenance / Day

gotomyerp uses commercially reasonable efforts to keep the Service available 24/7, excluding scheduled maintenance windows and downtime caused by events outside our control. Scheduled and unscheduled downtime does not count against uptime calculations.

4.1 — Uptime Guarantee

gotomyerp guarantees 99.99% uptime of its servers, excluding scheduled maintenance and events outside its reasonable control (see Sections 4.2 and 4.3 below).

4.2 — Nightly Maintenance

All gotomyerp servers undergo a brief nightly maintenance window of approximately 15 minutes for system maintenance tasks and backups. This window does not count against uptime calculations.

4.3 — Cloud Infrastructure (AWS & Azure)

gotomyerp currently operates across two cloud providers — Amazon Web Services (AWS) and Microsoft Azure. While both are enterprise-grade platforms, unscheduled outages from either provider are beyond gotomyerp's control. gotomyerp actively monitors both environments and will initiate failover or recovery protocols in the event of a platform-level disruption.

  • 4.3.a — Scheduled Maintenance (AWS & Azure): Scheduled maintenance windows from either cloud provider will typically not affect gotomyerp services.
  • 4.3.b — Catastrophic Platform Failure: In the event of a catastrophic failure on either AWS or Azure, gotomyerp will initiate disaster recovery protocols to migrate affected clients to an alternate data center or cloud environment as quickly as possible.
  • 4.3.c — Infrastructure Roadmap: gotomyerp is actively transitioning its infrastructure to Microsoft Azure. During this migration period, workloads may reside on AWS, Azure, or both. Customers will be notified of any changes that affect their specific environment.

4.4 — Scheduled Maintenance

gotomyerp performs routine scheduled maintenance to ensure optimal server performance. We reserve the right to perform scheduled maintenance up to one (1) hour per day. Some or all services may be unavailable during this time. Customers are notified in advance when maintenance is expected to exceed 15 minutes, and we make every effort to schedule during off-peak hours for your time zone.

4.5 — Unscheduled Maintenance

Unscheduled maintenance may be conducted at any time to resolve critical issues or improve service performance. gotomyerp will notify customers by email whenever possible before performing unscheduled maintenance.

4.6 — Customer-Requested Downtime

The Customer acknowledges that the Service may be inaccessible during periods where the Customer has scheduled upgrades or modifications to the Service. This downtime is not counted against gotomyerp's uptime guarantee.

✅ Uptime Credits

If gotomyerp fails to meet the 99.99% monthly uptime guarantee due to reasons within our control, please contact your account representative or submit a Level 4 ticket to discuss applicable service credits. Credits are evaluated on a case-by-case basis against verified downtime logs.
5

Tips for Faster Resolution

Providing the right information upfront dramatically reduces back-and-forth and speeds up resolution time. When submitting a ticket, include as much of the following as possible:

What to Include in Your Support Ticket

  • Clear description of the issue — what happened, what you expected, and what you saw instead.
  • Business impact — how many users are affected and how it is impacting operations (helps us assign the right severity).
  • Steps to reproduce — what actions lead to the problem.
  • Screenshots or error messages — attach any relevant captures.
  • Affected users and locations — especially important for connection-related issues.
  • Recent changes — any recent updates, configuration changes, or new installs that preceded the issue.
  • Your availability — for Level 1 and Level 2 issues, confirm who is available to assist on your end.

📌 Reminder

Tickets submitted via email are automatically assigned Level 3 (Minimal Business Impact) response times. For accurate severity routing and faster response on critical issues, always use the Support Portal.

Have an issue that can't wait? Submit a ticket directly through the Support Portal and our team will be with you based on your severity level.

Submit a Support Ticket

gotomyerp reserves the right to update this SLA policy with reasonable notice to customers. For questions, contact your account representative or submit a Level 4 support ticket.