Reshape SLA overview
Great customer support is a key part of helping scientists work more effectively. On this page, you’ll find information on how we work to resolve customer issues.
Platform uptime targets
We target a platform uptime (for discovery.reshapebiotech.com) of 99% or better. This includes user access to the platform and data there, as well as the ability for imaging devices to successfully unload images to the cloud platform.
We use 3rd party uptime monitoring which can be accessed here at any time to review the uptime and whether the platform is operational.
Support channels
We want to make it easy for you to get help if you have a question or encounter an issue. We offer multiple ways of resolution for issues depending on your preference.
Response coverage and ticket response time targets
All response times in the service level objectives are based on working hours (8:00 to 17:00) in CET timezone. We do still reply and resolve tickets outside of this time window.
response time
resolution time
Device maintenance and support
Part of our service offering is a full service agreement on the imaging devices used to acquire data for our clients. If deemed necessary during a ticket resolution and if we cannot remotely resolve the issues that might arise, we will either send a technician on-site or send a replacement device.
We maintain stock of devices both in the US and in the EU to allow fast turn-around times.
Ticket priority levels
Ticket priority is assigned by a Reshape support agent and is primarily grouped by severity, defined as directly impacting the ability for end users to work with our platform and generate data. Non-severe tickets include regular questions, logistics requests and other operational issues that do not impede usage of the platform.
