Help Document

Service Level Agreement (SLA)

Monthly Uptime Commitment

Log360 Cloud will have a Monthly Uptime Percentage of 99.9% (excluding the downtime caused by scheduled maintenance and planned updates, which will be communicated well in advance).

To check the current uptime and performance metrics of all ManageEngine services, please visit the data center link given below:

Data Center URL
Europe (EU) https://status.manageengine.eu/
Note: When a scheduled maintenance is planned, the customer is informed at least 48 hours in advance.

Level of Support and Timeframe

At ManageEngine, customer satisfaction is of utmost importance to us. To ensure this, we offer unlimited email support and telephone support for critical issues. All support tickets will receive a response within 24 hours, or the next business day (except public holidays). We also provide SLAs on all of our product support requests, as detailed below:

Tickets Details Acknowledgement Problem Determination Resolution
L1 Critical issues that prevent users from accessing Log360 Cloud, and requires an immediate fix. 6 hrs 24 hrs 48 hrs
L2 Issues that require remote assistance when a particular feature or functionality doesn't work the intended way. 15 hours 3 days 8 days
L3 Issues that do not disrupt the functionality of Log360 Cloud or can be fixed with a workaround in the product. 24 hrs 7 days 14 days

You can contact our support by writing to support@log360cloud.com, or by raising a support request from within Log360 Cloud's user interface.