Service Level Agreements and Service Tiers

SpiderOak offers three support tiers for CrossClave. Each CrossClave product, Basic, Pro, Enterprise, and Government, come with a corresponding support tier. If a higher support tier is desired, it can be purchased separately.

Tier 1

• Default support tier for CrossClave Basic
• Support via email (crossclave@spideroak.com), private forum, and support widget
• Support hours are 9 am to 5 pm, US Central time, Monday to Friday
• 8 hour SLA during support hours

Tier 2

• Default support tier for CrossClave Pro, optional upgrade for CrossClave Basic customers
• Support via email (crossclave@spideroak.com), private forum, and support widget
• Support hours are 9 am to 5 pm, US Central time, Monday to Friday
• 4 hour SLA during support hours

Tier 3

• Default support tier for CrossClave Enterprise, option upgrade for CrossClave Pro or Basic customers
• Support via email (crossclave@spideroak.com), private forum, and support widget.
• Chat and phone through your named account manager
• Support hours are 24x7
• 2 hour SLA