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SLA's and bugs?


#1

What is HelpSpot’s SLA?
What is the process for handling a bug that a customer may see on our custom HelpSpot portal?


#2

Hi Shoma,

HelpSpot does not provide an official SLA in the traditional sense of the word. However, the support guidelines from our license are 1 business day turn around, 9-5 support hours US eastern and US holidays we’re unavailable. Normal turn around times are generally less than an hour or two though in business hours.

All bugs are logged, researched and if possible a patch may be produced. If not or the bug is small the fix will be included in the next release.