This document contains the Polarnight Service Level Agreement (SLA)

Availability

Our service business hours is generally Monday-Friday 9-17 (CET, Oslo).

We are monitoring support request outside office hours and will often be able to respond outside these times.

Our goal is to answer all requests quickly, and work with the customer to resolve any issues as fast as possible.

Channels of contact

Our primary channels of contact are:

Email: support@polarnight.com

Service Desk: https://polarnight.atlassian.net/servicedesk/customer/portal/1

Based on the nature of the support request, we may suggest escalating to faster and more direct channels such as live chats and/or screen sharing. 

Staff competency

When reaching out to our support team, you will be in direct contact with the developers with deep experience in technologies relevant to our product. 

If resolving an issue requires changes to our products, our support staff are available to discuss needs with the customer and find a solution in cooperation with our product team. 

We promise to do our very best to help you get to production and resolve issues as quickly as possible.