Service Update – January 2014

January 2014 Support Tickets
Current customers in our Beta Program enjoy our “unlimited technical support” offer.  This is pretty impressive white glove support, unlimited training, proactive monitoring of issues and extremely fast response times.

I am happy to say that for the last 9 months, we respond to requests within 24 hours 100% of the time (including weekends).  That is pretty darn good.  The latest numbers for January build on this, with a continued rate of over 81% for first responses being within the first hour.

I am also please to say that January 2014 was a 100% up-time month; this is a great way to start the new year.  Throughout beta we have been running at approximately 99.85% up-time on a monthly basis.  Our goal of course is to be at 100% and we expect to offer premium customers a guaranteed service level agreement (SLA) of 99.9%.

We will be ending our beta program sometime next week and moving to a new Early Adopter Program.  This program will continue to have special support and on-boarding offers, but will drop the beta name and associated requirements.  Look for this and a new web site sometime next week.

While our beta program has ended, if you are interested in learning more about Crelate, please click here,  call us at 443.832.3341 or email us at [email protected] and request a demonstration.


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