Web/CMS/Email SLA

Enterprise Package

please refer to your customised support contract.

Ngage Hosted Package

Network Uptime

Ngage Software provides hosted clients with a Web and Email Hosting Solution guaranteeing 99.9% uptime as per Microsoft Azure’s Service Level Agreement.

How to Report a Problem and Response Times

All issues must be lodged with our ticketing system via support.ngage.software
Once a ticket has been submitted clients can contact Ngage Software either by phone or chat function referencing the ticket number received.

Phone call support requests will not be taken unless a ticket has been lodged first.

Any tickets created between 10am Friday and 10am Monday AEST will be responded to during the Monday afternoon (unless the ticket is deemed critical by our technical team).

UK: +44 (0) 20 8144 0064
Australia: +61 (02) 8006 4251
Online Chat can be found at www.ngage.software

Ngage CMS: Technical issues or training requirement tickets will be responded within 24-hour of the ticket being lodged.

Network SLA Exclusions

Scheduled Maintenance
Ngage Software may require from time to time the ability to perform maintenance on the network. Ngage Software will provide notification via email to the nominated technical contact.
Software Maintenance
Ideally clients will experience little or no downtime with software upgrades and maintenance, however we cannot guarantee it. Notifications will be sent to the clients technical contact prior to work being undertaken.
Malicious Attacks
If a third party not associated with Ngage Software initiates a "Denial of Service" or other form of disabling attack against your hosting or major portions of the Ngage Software core network, Ngage Software will do everything in its power to stop the attack, but cannot guarantee a resolution time.
Legal Actions
In the case that a legal action is taken against a customer of Ngage Software and Ngage Software is required to act in accordance with the order, Ngage Software shall not be responsible for any SLA damages.