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SLA & Support

Service level commitments and support tiers for InspectorScan

Support Tiers

Community

Free
Response: Best effort
Help Center access
Community forums
Knowledge Hub articles
Email support (best effort)

Standard

Professional
Response: 24 hours
Uptime: 99.5%
Everything in Community
Email support (24h response)
Priority bug fixes
Monthly product updates
Onboarding assistance

Dedicated

Enterprise
Response: 4 hours (critical)
Uptime: 99.9%
Everything in Standard
Dedicated account manager
Phone support
4-hour critical response
Custom SLA terms
Quarterly business reviews
Training sessions
Priority feature requests

Service Level Details

MetricTargetMeasurement
Platform Availability99.9% (Enterprise) / 99.5% (Professional)Monthly uptime excluding scheduled maintenance
Critical Issue Response4 hours (Enterprise) / 24 hours (Professional)Time to first human response for P1 issues
Data BackupDaily automated backupsPoint-in-time recovery within 24 hours
Scheduled MaintenanceOff-peak hours with 48h noticeMaintenance windows communicated via email
Data ExportAvailable on requestFull data export within 5 business days
Incident CommunicationReal-time status updatesStatus page updates during incidents

Need a custom SLA?

Enterprise customers can negotiate custom SLA terms tailored to their requirements