Service Level Agreement

Sesame Software provides the same high level of support to all of our customers regardless of size. Our goal is to provide you with the best technical support possible. We approach our support using a team model where our support engineers are able to bring together a comprehensive knowledge base. We become an extension of your team and feel that educating the customer not only on which buttons to push, but also the concept behind the operation, and how it works is a crucial step in the support process. The more knowledgeable the customer is on the product, the higher the confidence level that customer has. No matter what the question may be, we encourage you to ask us. We want you to get the most value out of our services and are available to you 24 hours a day, 7 days a week, 365 days a year, regardless of your time zone. No time wasting call centers, you get direct contact with our U.S based technical staff.

As always, phone support is any time, day or night. We accommodate different time zones and off-hours needs for a global customer base. If you send an email after-hours, you should expect to wait no more than 8 hours before you receive a live response. Typically, you will see a 1 to 2 hour response time from an email. In a majority of the cases, the issue is resolved with a webinar. Issues that require code fixes are usually resolved in days.