Greg Varnell

Vice President Of Product and Development

SDK SLA Extension

Due to year-end activities, we are extending SLA timelines during the following effective dates:

  • November 14, 2023 – Resume on November 15th
  • November 22, 2023 - November 27, 2023 – Resume on November 28th
  • December 18, 2023 - January 2, 2024 – Resume on January 3rd

How does this impact you?

All deployment requests received during the SLA extension windows will be put on hold. This affects all environments, production, staging/PTE, and sales demo. To ensure that your critical deployments are not impacted, submit deployment requests at least 5 business days prior to the start of the SLA extension window.

All open deployment requests submitted during the SLA extension windows will be staggered for deployment after the date following each SLA extension window. You may experience delays in requests, and we cannot guarantee a 3-day window for your deployment, but we will continue to communicate status.

General Ticket SLA Increase

Starting November 14th, general ticket SLA times may be longer than usual due to the holiday season. We will continue to work through tickets as they come in but please plan accordingly.

Starting January 3rd, we will continue to complete standard requests and resume normal processing. Emergency Requests Emergency requests submitted through will be handled on a case-by-case basis. This is the best way to initiate an escalated request during the SLA extension windows.

Our goal is to maximize stability and minimize service impact. Thank you for your partnership!