Mashery Customer Support

 

Download the full data sheet here -  Mashery Customer Support.pdf

Mashery's customer support team is dedicated to making sure your API platform always achieves optimal performance and reliability. The team has a reputation for responding quickly and effectively, frequently alerting customers to potential issues before users become aware of them.

Mashery Support Plans

All Mashery customers enjoy Mashery’s 24/7 Standard Support and Monitoring services at no additional charge. Customers with more stringent requirements are encouraged to upgrade to Mashery 24/7 Gold Support and Monitoring, which includes faster response times, more telephone support, and more frequent monitoring.

24/7 Monitoring

Description Standard Gold
24/7 status check Every 20 minutes Every 5 minutes
Endpoints monitored 1 8+
Notification SLA 45 min via email 15 min via email/live call
Escalation procedure None Custom

 

24/7 Support

Description Standard Gold
Online & Email Yes Yes
Telephone support Priority 1 (P1): 24/7 P1: 24/7; P2-P3: Business Hours
Named support contacts 1 5
Response time Standard SLA Gold SLA (2x as fast)
Semi-monthly support briefing No Yes

 

Mashery delivers 24x7 support and monitoring services. Our real time API dashboard constantly checks to ensure our customers APIs are up and running.