Uptime & SLA

Our Uptime Guarantees

The ResinFiles.com platform implements multiple levels of redundancy in order to strive for high availability.

Service Level Agreement

  • We can’t control Salesforce’s or your Storage Providers’ availability. If they’re up, we’ll get the data.
  • Machines and clouds fail. If our Cloud Hosting is up, we’ll get the data.
  • The best way to guard against machine failure is duplicate hardware. Our setup is outlined in the reliability section
  • You’ve got our email address, Business and Corporate customers have our phone number. If our software breaks, get in touch 247 and we’ll fix it.
  • If we aren’t living up to our end of the relationship, you can cancel the contract with no penalty.

See our past performance

Definitions:

Storage Providers
Google Drive
Cloud Hosting
Vultr / Scaleway

Core Business Hours and Response Time

ResinFiles’ core business hours are from 9am to 6pm UTC, Monday through Friday. We are constantly monitoring our support channels to respect the high priority of our enterprise customers and any critical issues.

Support Channels

You can request support through one of the following channels:

  • Submitting a ticket through ResinFiles’ issue tracking system by emailing info@resinfiles.com
  • Enterprise customers can phone us

ResinFiles’ Support Includes:

  • Assistance with configuring ResinFiles
  • Help with troubleshooting problems with ResinFiles
  • Help with issues arising out of ResinFiles upgrades

ResinFiles’ Support Does Not Include:

  • Phone support
  • Product training