Support

Ensuring Your Success

Our customers have discovered that having dedicated support is one of the most critical factors for managing a successful API program for partners, developers, or your own internal use.

Mashery Support is dedicated to helping you ensure user satisfaction and maximize the benefits you achieve with the Mashery solution.

To meet the business needs of all companies, we offer several support offerings that provide expert-level customer support, advanced Web tools, best practices, and administrative knowledge to meet your business needs.

Support & Service Level Agreement (SLA)

  Standard Enterprise Premium
Online documentation and forums Checkmark Checkmark Checkmark
Email or ticket support 1 business day 4 hours Priority
Phone support Business hours only Business hours for routine inquiries; 24/7 response for emergency Business hours for routine inquiries; 24/7 response for emergency
Customer API Monitoring Business hours only monitoring and outage notification 24/7 monitoring and outage notification 24/7 monitoring and outage notification
Failover Automatic failover from Amazon EC2 platform to the Limelight Network. Automatic failover from Amazon EC2 platform to the Limelight Network. Automatic failover across servers on Limelight Network.
*SLA Based on Amazon Web Services Mashery guaranteed response times Full Mashery SLA credit for any outages.

*Standard and Enterprise customers may upgrade to Mashery Premium Support, for additional information please contact your account manager.

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