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 |
|---|---|
| United States (US) | https://status.manageengine.com/ |
| Europe (EU) | https://status.manageengine.eu/ |
| Australia (AU) | https://status.manageengine.com.au |
| India (IN) | https://status.manageengine.in |
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.