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Support, SLA & Upgrades

MangoApps works with organizations from all over the world, so we’re all over the world too. To provide customers with the best possible care, we have offices in multiple time zones, helping us serve you around the clock.

Standard Support

(Included in business plan)

CASE SEVERITY INITIAL RESPONSE TIME GOAL RESOLUTION TIME GOAL
Priority – 0 < 8 hrs < 24 hrs
Priority – 1 < 24 hrs < 72 hrs
Priority – 2 < 72 hrs To be determined on a case by case basis. Bug fixes or patches may be deferred to a scheduled maintenance release.
Priority – 3 < 5 business days Bug fixes or patches may be deferred to a scheduled maintenance release
Monthly uptime SLA gurantee: 99.5%
New releases & fixes: All new MangoApps releases, fixes and enhancements are automatically applied to your account as they are released.

Premium Support

(Included in enterprise plan)

CASE SEVERITY INITIAL RESPONSE TIME GOAL RESOLUTION TIME GOAL
Priority – 0 < 2 hr < 12 hrs
Priority – 1 < 8 hrs < 48 hrs
Priority – 2 < 48 hrs To be determined on a case by case basis. Bug fixes or patches may be deferred to a scheduled maintenance release.
Priority – 3 < 5 business days Bug fixes or patches may be deferred to a scheduled maintenance release.
Monthly uptime SLA gurantee: 99.7%
New releases & fixes for shared cloud: All new MangoApps releases, fixes and enhancements are automatically applied to your account as they are released.
New releases & fixes for private cloud or on-premise: Working with your assigned CSM, you control when new version of MangoApps is deployed to your environment.

MangoApps Community Portal

Continue to discover your domain’s full potential in the MangoApps Community Portal. Connect with fellow MangoApps users & team members, access user & admin training courses, share feedback & ideas, and more.

MangoApps Community Portal