Services

Support

At Host Analytics our support team members undergo a rigorous certification process prior to joining active support. In addition, you will find that our support team is staffed with associates who have functional experience in Accounting, FP&A and CPM allowing our customers to work with knowledgeable staff that understand your needs and have the business and technical experience to assist you as you lead your organization through the CPM transformation

Service level performance

Customer support at Host Analytics is a true differentiator from other services in the SaaS space. We believe in transparency and we believe in our results and to prove it we make public our actual ticket response and resolution times as indicated in the chart below. We stand behind our commitment to world class support by offering a money back guarantee for any period that we fail to meet our commitment to our customers.

Service level targets

Host Analytics will use commercially reasonable efforts to provide availability to the Application Services on the Production Environment 99.5% of the time, except for the following exclusions:

• Maintenance and upgrade downtime
• Any period of unavailability lasting less than 15 minutes
• Any unavailability caused by circumstances beyond Host Analytics’ reasonable control, including without limitation, acts of God, strikes or other labor disturbances, war, whether declared or not, sabotage, and/or any other cause or causes, whether similar or dissimilar to those herein specified, which cannot reasonably be controlled by Host Analytics, computer, telecommunications, internet service provider or hosting facility failures or delays involving hardware, software or power systems not within Host Analytics’ possession or reasonable control, and denial of service attacks.