Customer Support Service Level Agreement
Published on August 12, 2025.
During the Service Term of the Services Agreement (as the same may be amended, supplemented, restated or otherwise modified from time to time, the “Agreement”), by and between StrongDM, Inc., a Delaware corporation with its principal place of business at 228 Hamilton Avenue, 3rd Floor, Palo Alto, CA 94301 (“StrongDM”), and the customer identified in the Services Agreement (“Customer”), StrongDM will use its commercially reasonable efforts to ensure that it provides support for the Services within the timelines defined below.
1. Definitions
Capitalized terms not defined in this Service Level Agreement have the meanings given to those terms in the Agreement. In addition, in this Service Level Agreement the capitalized terms set forth below shall have the meanings given to those terms:
Around the Clock shall mean 24 hours per day, 7 days per week (Monday through Sunday) on a worldwide basis.
Priority Level 1 (“P1”) shall mean an issue where Customer cannot reasonably continue work in their StrongDM organization. Customer experiences a complete loss of service and/or encounter one of the following scenarios: All users cannot use StrongDM; Users cannot access any resources in their environment;
Priority Level 2 (“P2”) shall mean an issue where Customer can only partially continue work in their StrongDM organization. Operations can continue in a restricted fashion, although long-term productivity might be adversely affected and there is no temporary workaround. For example: Some users cannot use StrongDM; Users cannot access some resources in their environment.
Priority Level 3 (“P3”) shall mean an issue where Customer experiences a minor loss of service, resulting in a partial, non-critical loss of functionality of the software. The impact is an inconvenience, which may require a workaround to restore functionality.
Priority Level 4 (“P4”) shall mean an issue where Customer is seeking additional information, reporting a documentation error, recommending a product enhancement, or other similar issues. There is little to no impact to the operations of Customer’s StrongDM organization.
Response SLA shall mean the maximum amount of time that may pass until the StrongDM Support Team makes a first response to a support ticket filed by a customer; Time shall only count against the Response SLA during the Support Hours for that support ticket’s Priority level.
Standard Office Hours shall mean the time of day and days of the week that the StrongDM Support Team is generally available to answer support tickets, specifically 8:00 AM to 9:00 PM EST/EDT, Monday through Friday.
Support Hours shall mean the times during which the StrongDM Support Team shall respond to and work on submitted support tickets.
Support Package Tier shall mean the customer support tier that Customer has purchased, as reflected on the most recent Order Form that accompanies the Agreement.
2. SLA Schedule
The table below outlines the Response SLAs and Support Hours that StrongDM commit to meeting with Customer’s submitted support tickets.
| Support Package Tier | Response SLAs | Support Hours |
| Premium |
P1 - less than 30 minutes |
Around the Clock |
| Standard | P1 - less than 2 hours P2 - less than 6 hours P3 - less than 24 hours P4 - less than 24 hours |
P1 - Around the Clock P2 through P4 - Standard Office Hours |
| Basic | P1 - less than 4 hours P2 - less than 8 hours P3 - less than 24 hours P4 - less than 48 hours |
Standard Office Hours |
3. Support Resources
StrongDM provides Customer access to the following support resources:
StrongDM Support Portal & Help Center: https://help.strongdm.com/hc/en-us
StrongDM Support Documentation: https://www.strongdm.com/docs/support/
StrongDM Status Page: https://status.strongdm.com/