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.