January 10, 2023 (v1.7)

Clarified that the SLA only applies to subscriptions with an annual or greater term.

March 18, 2021 (v1.6)

Centercode “Software” renamed to “Centercode Platform”
Removed capitalization of terms that are not defined, fixed minor typographical errors, renamed some section headings, and moved some content within the SLA for better readability
Provided definitions for “Scheduled Downtime,” “Covered Downtime,” and “Downtime Service Credit” for clarity without modification to the SLA meaning
Updated information about maintenance windows to reference our status page and to reference maintenance windows by production system regions
Clarified the methods to make any Covered Downtime related request
Renamed the “Serious” and “Minor” error levels to align to our current terminology (“Urgent” and “Serious”)
Added web form method of contacting support (centercode.com/issue) and reordered technical support contact methods to preferred order of contact
Updated required method for reporting of Critical and Urgent (formerly “Serious”) issues from help.centercode.com (or telephone) to centercode.com/issue (or telephone)
Support Escalation updated for current appropriate Centercode contacts
Added 24 hour recovery time objective for catastrophic events (none previously listed)
Removed reference to offsite backup location of Colorado (exact location of offsite backup depends on location of production servers)
Clarified that all customers may receive data migration assistance at the end of services, not just those in good standing
Added reference to the Delta SLA

Removed reference to the "Major" error level as it's no longer one of the supported error levels.

Centercode Connect renamed to Centercode Platform.
Updated the Downtime Service Credit from 0.01% to 0.1%. The downtime in minutes was correct as was the downtime guarantee percentage of 99.9%.
Removed all instances of "Connect". Centercode is no longer referring to the software by the name "Connect".
Update the support site to help.centercode.com from support.centercode.com.
Support Escalation updated to add Tony Fisher.

Removed references to legacy "Standard" and "Enterprise" editions. Now includes all Editions generically.

Removed the Cosmetic error level. This change was made due to redundancy (with Minor) and limited use by customers.

Clarified that the SLA only applies to GoEarly subscriptions with an annual or greater term.

The best brands in the world partner with Centercode to perfect their products