What Customer Support SLAs Does StockBalancer™ Offer?

StockBalancer™ provides tiered support with priority response times of 1 hour for critical issues. 97% of support tickets are resolved within the first business

Customer Support Service Level Agreements

illuminis provides tiered customer support for StockBalancer™ with defined response and resolution SLAs that match the operational urgency of inventory management. An inventory platform that is slow or unavailable during peak purchasing periods directly affects business outcomes, so the illuminis support team is staffed to respond rapidly to platform issues regardless of your subscription tier. Support is available through email, in-platform chat,and phone for priority issues, with extended hours coverage for US business hours across all time zones.

Support Tiers and Response Times

• Critical issues (platform down, data sync failure): 1-hour response time across all subscription tiers, with status updates every 2 hours until resolution. Critical issues are escalated immediately to senior engineering and receive dedicated incident management
• High-priority issues (feature malfunction, integration error): 4-hour response time for Professional and Enterprise tiers, 8-hour response for Starter tier. Resolution target of 1 business day for 90% of high-priority tickets
• Standard issues (configuration questions, report assistance): 1 business day response across all tiers, with resolution within 3 business days for 95% of standard tickets
• Feature requests and enhancement suggestions: Acknowledged within 5 business days, reviewed by the illuminis product team quarterly,and tracked in the public feature roadmap portal

Support Channels and Resources

All StockBalancer™ accounts include access to the comprehensive self-service knowledge base, video tutorial library,and community forum where midsize business users share optimization strategies and platform tips. Professional and Enterprise accounts also receive a named Customer Success Manager who conducts monthly check-in calls, reviews platform utilization,and proactively identifies optimization opportunities based on your inventory performance data. Enterprise accounts include priority phone support with direct access to senior support engineers and a guaranteed 4-hour resolution SLA for critical issues. illuminis publishes monthly support performance metrics publicly, including median response times and first-contact resolution rates. Current performance across all tiers shows 97% of tickets resolved within the first business day and a customer satisfaction score averaging 4.8 out of 5.0.