Shoreline Support

Shoreline is there for you night and day. Our support includes 24x7 coverage, and availability monitoring is also provided for all Shoreline customers. Our SLA, based on issue severity, offers response times that beat industry standard.

How to connect

P1 issues

Which require immediate attention, send email to escalation(at)shoreline.io. This support inbox is monitored 24x7.

P2 and P3 issues

Should be reported in either Slack support channels created by Shoreline or customer’s communication platform of choice.

Outages and maintenance

All scheduled outages or maintenance will be communicated to every customer impacted no less than 24 hours in advance. Notification will include planned start, planned finish, Affected services and reason for planned outage.

Support SLA

Severity

Description

Target Response Time 1

Target Resolution Time 2

P1

Production system is down with no available workaround

Within 15 minute of incident being reported

Within 24 hours once the problem is reproducible

P2

Production system has significant loss of functionality with no available workaround

Within 1 hour of incident being reported

Within 5 business days once the problem is reproducible

P3

Production system is moderately affected, with no significant loss of functionality or with workaround available

Within 1 business day of incident being reported

Within 30 business days once the problem is reproducible

The amount of time between when the customer first reports an incident and when a Shoreline support person is assigned to that particular ticket.
The amount of time between when the customer first reports an incident and when that incident is resolved to the customer’s satisfaction.