Support overview

Support is important for SaasNow. Find all information about service and support below.

 

Introduction

 

The SaasNow service consists of the following components;

 

  • The SaasNow portal (saasnow.com/portal), where you can manage your environments
  • The SaasNow platform and infrastructure, where your SaasNow environments reside
  • The SaasNow SAS service, which makes sure your SaasNow environment keeps running

 

Each component is supported by SaasNow.

 

Service and support

 

  • An availability of 99.85% is guaranteed for the SaasNow portal, platform and infrastructure, as described in the SaasNow User Agreement, with 24/7 phone support
  • An availability of 99% is pursued for the SAS service, with SaasNow incident management
  • SAS Application level support can be provided by your local SAS Partner. If you do not have a local partner, SaasNow can provide SAS Application level support

 

Contact

 

  • Support mail address for tickets and request: support@saasnow.com
  • Emergency contact for portal, platform and infrastructure
  • Phone during business hours: +31 10 798 62 95
  • Phone during non-business hours +31 88 4242 278 (provided by Sentia)

 

Support plans

 

Saas Now standard support offers;

 

  • Self-service deployment
  • Self-service user management
  • 24/7 monitoring
  • Backups
  • 99+ % infrastructure SLA

 

Extended and Premium support plans are available for customers and partners who are looking for additional maintenance (f.e. SAS upgrades) and premium support hours. Contact us for more information and pricing.

 

More info

 

Click here for a full overview of our support service.