Premium service-level target: 99.9% uptime target, extended-hours support, 4-hour response target on critical issues, weekly performance reports.
Price: $3,000/month.
Day one of a Premium engagement. A larger tenant operates on a tight schedule and needs extended-hours support: 99.9% uptime target, 7 AM to 9 PM Central support, 4-hour critical-issue response target, weekly performance reports.
What it is
The Premium SLA tier for IMC Machine tenants. It sets a 99.9% monthly uptime target, extended-hours support (Mon-Sat 7 AM to 9 PM Central), 4-hour critical-issue response target, weekly performance reports, and quarterly platform-health review with the tenant’s IT team. Credits, remedies, and hard commitments apply only if stated in the signed order form.
What’s in it
- 99.9% monthly uptime target
- Extended-hours support (Mon-Sat 7 AM to 9 PM Central)
- 4-hour response target on critical issues
- Weekly performance and uptime reports
- Quarterly platform-health review with tenant IT
- Annual SLA review
Who it’s for
Larger IMC Machine tenants with extended operating hours: mid-size firms, multi-venue operators, regional practices. Built for the tenant whose business does not stop at 5 PM.
When to pick this one
Pick this for extended-hours operations. For business-hours only, see Standard. For 24×7 mission-critical, see Enterprise.
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