Cenote Support Service Level Agreement (SLA)

We strive to provide fantastic customer support through the Cenote Support Portal and by telephone.

Cenote offers support:

  • Monday through Friday
  • 9 am - 5 pm (USA/Canada EST/EDT UTC-5/UTC-4)

Cloud Services

For our Cloud Services, our goal is to respond to all inquiries within the following timeframes:

PriorityDescriptionTarget Response Time
CriticalApplication down or critical functionality unavailable to an entire organization2 hours
HighMajor performance degradation or application unavailable to an individual user8 hours, or 4 business hours, whichever is less
MediumSignificant problems effecting user efficiency, or problems where a workaround may be available8 business hours
LowLow impact to user processing, or requests for information8 business hours

Our Cloud Services are monitored 24/7 for critical outages.

Behind-the-Firewall Products

For our behind-the-firewall products, including Server and Data Center versions, our goal is to respond to all inquiries within 8 business hours.

Support Days

Support for Medium or Low-priority issues is not generally available on statutory holidays in the province of Quebec, Canada, including the following days:

  • New Year's Day (January 1)
  • Good Friday (varies, in March or April)
  • Easter Monday (varies, in March or April)
  • Victoria Day (the last Monday preceding May 25)
  • St. John Baptiste Day (June 24)
  • Canada Day (July 1)
  • Labour Day (first Monday in September)
  • Canadian Thanksgiving Day (second Monday in October)
  • Remembrance Day (November 11)
  • Christmas Day (December 25)
  • Boxing Day (December 26)

When a holiday would otherwise fall on a Saturday or Sunday, it is instead observed on the nearest weekday.