At Corti, reliability and uptime are at the forefront of our mission to support seamless clinical documentation. Below is an overview of our SLA, support model, and proactive system monitoring practices to ensure top-tier service for our clients.
1. Service Level Agreement (SLA)
We guarantee a minimum 99.5% uptime, aligning with industry-leading standards in medical AI. This ensures that our clients experience minimal service interruptions and can depend on Corti Assistant for their critical documentation needs.
2. 24/7 Support Availability
We operate a comprehensive 24/7 support model to ensure that users and administrators can reach us at any time for assistance. You can contact us through:
In-application Messaging: Use the chat function directly within the Corti platform.
Help Center Chat: Visit help.corti.ai to initiate a conversation with our team.
Email Support: Send your queries to [email protected].
Our multi-channel support approach ensures that help is always within reach.
3. Swift Ticket Resolution Process
To address issues effectively, we employ a structured ticket resolution process:
Tiered Support Structure:
Our dedicated support agents handle initial diagnostics and troubleshooting.
This ensures that most issues are resolved quickly and efficiently at the first level.
Critical Issue Escalation:
If an issue is categorized as SEV0 (critical, system-wide outage) or SEV1 (major functionality impairment), it is escalated immediately to our on-call engineering team.
This guarantees rapid mobilization of technical resources for prompt resolution.
4. Proactive System Monitoring
We leverage Datadog, a leading cloud monitoring and security platform, to continuously monitor system performance and ensure proactive issue management:
Real-time Alerts:
Datadog’s monitoring tools trigger alerts when predefined thresholds are breached, enabling our teams to respond swiftly.
Comprehensive Insights:
Detailed analytics help us perform rapid root-cause analysis and implement solutions promptly.
Automated Escalation:
Critical incidents detected by Datadog are automatically flagged to the appropriate technical teams, ensuring immediate attention.
Commitment to Excellence
Our SLA and support model reflect our unwavering commitment to delivering reliable, uninterrupted service. By combining robust uptime guarantees, 24/7 support availability, and advanced monitoring tools, Corti ensures that our clients can rely on us every step of the way.