Support Policy

A. Support Hours

Per our SLA, iPaaS.com monitors uptime and platform performance 24/7/365.

General support tickets and other support inquiries and requests are addressed M-F 9am to 5pm Eastern Time, excluding observed US holidays:

New Years Day
Memorial Day
4th of July
Labor Day
Thanksgiving
Christmas

Subscribers can expect an initial response within 1 business day. iPaaS.com will take commercially reasonable steps to resolve reported issues as quickly as possible.

B. Managed integration Service Providers (MiSPs)

iPaaS.com maintains a partner program for Managed integration Service Providers (MiSPs). These agencies and firms may offer additional services, such as to help iPaaS.com Subscribers set up and optimize their iPaaS.com accounts. MiSPs can assist with tasks including but not limited to:

Configuring Integrations
Setting up Data Mappings and Data Translations
Reviewing data error and exception logs with the Subscriber, such as to identify and address 3rd Party API errors.

MiSPs can also train your team on the use of the iPaaS.com platform, and related best-practices. Such services are not provided by iPaaS.com under this SLA and must be contracted separately with an MiSP.

Self-Service MiSP Program

Should an iPaaS.com Subscriber choose to not have an MiSP, they will be responsible for servicing their own account. This includes, but is not limited to the following technical areas:

Adding or modifying subscriptions, including mappings (static, field-to-field, dynamic formulas, etc), webhooks, translation tables and custom fields
1. Upgrading integrations to a newer version as desired
Adding or updating users and roles
Reviewing and troubleshooting errors
Creating or updating events as needed
Working with new features in iPaaS.com as they become available

The above services are not provided by iPaaS.com and we highly encourage all customers to engage with a MiSP. For help selecting a MiSP, please visit our MiSP Directory, or open a ticket for recommendations.

C. Support Conditions

iPaaS.com’s obligation to provide Support is conditioned upon the following:

Subscriber and/or MiSP makes reasonable efforts to correct the Issue
Subscriber and/or MiSP provides iPaaS.com with sufficient information and resources to correct the Issue including any relevant URLs, screenshots, steps we can take to reproduce the issue, error logs and a description of what they are encountering vs. the expected outcome
Subscriber and/or MiSP procures, installs and maintains all equipment, communication interfaces and other hardware and software (ie. Internet Browser) necessary to operate iPaaS.com.

If an MiSP is working with a subscriber, the MiSP should always be the primary party responsible for support.

iPaaS.com service requirements are limited to:

Platform uptime
Platform functionality as documented

D. Support Exclusions

The following are excluded from iPaaS.com’s Support and Maintenance obligations:

Any Error caused by third-party software not licensed through iPaaS.com
Evaluation software or other software provided at no charge
Integrations in the iPaaS.com Marketplace that are published and maintained by 3rd Party Integrators
Any software sold by iPaaS.com under a separate agreement (ie. Software other than a Subscription to iPaaS.com).
Deleting or altering IDs of data in external systems.
Errors or issues derived from changes made in external systems.
Manual data cleanup.
Trial accounts, and free partner sandboxes.

Open SDK

iPaaS.com maintains an Open SDK, to allow 3rd parties to write integrations to the iPaaS.com platform. If you intend to use our Open SDK, you will need to join our Integrator Partner program to receive additional support. Alternatively, you may contract with one of our existing Integrator Partners.

E. Contacting iPaaS.com

In order to file a support ticket, subscribers or MiSPs can either:

Email support@ipaas.com
Log in to your account at portal.ipaas.com and use the support modal in the lower right-hand corner to select “Send us a message”