Edlink offers clients on the Grow and Enterprise plans a Service Level Agreement (SLA) for developer support. This SLA outlines the response times and support channels available to developers working with Edlink's APIs and integration tools.
Grow and Enterprise Plan Support
Support Channels
Developers can access support through the following channels:
- Email Support: Reach out to our support team via email at
support@ed.link. - Developer Documentation: Comprehensive documentation is available at https://ed.link/docs (you're likely reading it now).
- Dedicated Slack Channel: Enterprise clients receive access to a private Slack channel for direct communication with our engineering team.
- Live Chat Support: Available during regular business hours for real-time assistance with integration issues.
Response Time SLA
Edlink typically provides the following guaranteed response times based on the support plan:
- Grow Plan: Response within 4 business hours.
- Enterprise Plan: Response within 4 business hours.
Please note, these are response times and do not guarantee issue resolution within these timeframes. Resolution times may vary based on the complexity of the issue.
Product Uptime SLA
Edlink guarantees a 99.9% uptime for our API services on the Grow and Enterprise plans. In the event of downtime exceeding this threshold, clients may be eligible for service credits as outlined in your Edlink MSA.
Start Plan Support
Developers on our free Start plan can expect a roughly 8 business hour response time for support inquiries. While we strive to assist all users, priority is given to clients on paid plans. On the Start plan, we do not offer an SLA for product uptime.