Support SLAs

Support SLAs

What are the uptime and service level guarantees?

Piano continues to provide SLAs as contracted with each client. Stripe is one of the providers Piano uses to deliver services, and Piano is responsible for the overall service level of the platform, including the integration with Stripe and any other payment providers. Piano actively monitors the health of all integrations to ensure contracted service levels are met.

Support SLA/Model

Problem Ticket First Response Times

Standard Piano Problem response times based on the ticket Severity Level:

Problem Ticket Severity Levels

"Severity" is the assessed possible risk or effect of a problem with the Services.

Severity 1

1. The Services are causing the availability of the Client website or applications to be significantly affected;

2. There is a complete outage of a critical service or a recurring temporary outage of a critical service; or

3. There is a security breach that exposes the personally identifiable information of Client customers.

Severity 2

1. Due to a problem with the Services, users are not able to properly purchase access for, or gain access to, Client content;

2. The Services administrative applications (e.g. reporting, authoring, etc.) are unavailable; or

3. There is an error, bug, or issue with the experience of a subset of Client customers (e.g. transactional emails are not being delivered properly / some but not all Client customers are viewing unintended media, content, or messages).

Severity 3

1. Client is experiencing operational inconvenience caused by the Services;

2. Client needs or expects different functionality or presentation of information than Piano currently provides; or

3. An individual user has reported a problem that has not been evidenced to be prevalent among Client customers.

Last updated: August 26, 2026