What is included in ItemPath's Service Level Agreements?

All instances of ItemPath have a base level of support from our highly responsive support team. We are commended for our comprehensive answers and quick resolutions. Support is delivered primarily via email, with most replies sent within 15 minutes of the request.

In addition to our email support, we offer other options with longer hours, voicemail and phone access, and support for more PowerPick warehouses. Also, when a test environment is needed for development purposes, we recommend purchasing an SLA for best value, as all ItemPath SLAs include a test license. (Note that a PowerPick test environment is also required.)

View pricing for ItemPath SLAs on our pricing page, or contact your reseller for your custom pricing.

Included Support

• 9am-5pm Email Support

Support Level 1

• 99.7% Uptime Guarantee
• 9am-5pm, Mon-Fri Voicemail Support
• 9am-5pm Email Support
• System Health Check
• Test License
• Remote Assistance
• Warehouses: Up to 3
• Saturday Coverage (additional charge)
• Sunday Coverage (additional charge)

Support Level 2

• 99.8% Uptime Guarantee
• 9am-5pm, Mon-Fri Phone Support
• 9am-10pm Email Support
• System Health Check
• Test License
• Remote Assistance
• Warehouses: Up to 10
• Saturday Coverage (additional charge)
• Sunday Coverage (additional charge)

Support Level 3

• 99.9% Uptime Guarantee
• 9am-10pm Phone Support
• 24/7 Email Support
• System Health Check
• Test License
• Remote Assistance
• Onsite Assistance (extra costs apply)
• Warehouses: Unlimited

Pricing for Support Level 3 is adjusted based on several factors. We take these things into account:

• Your hosting option
  • For on-premise installations, the method for remote access
• The number of warehouses
• Apps included in the license
• Any custom support

For customers with multiple sites, we offer to reduce the costs by 33% for any 24/7 SLA beyond the first.