Dropbox Support Service Level Agreement

[WeiTing]

Can i check what is the service level agreement that Dropbox is able to provide for enterprise customers? E.g. in the event website is down, or there is a critical issue with functionality. 

[Fiona]

Thank you for joining the Community and for your interest @WeiTing!

• Here is our Dropbox Business Agreement. 
• Find the steps to sign a Business Associate Agreement for your Dropbox Business account. 

I hope this is what you were looking for. I would be happy to answer any questions. 

Thank you. 

[WeiTing]

Hi, 

I was referring to more like the service response rates when there is a critical issue with the software. For example, some software providers will commit to a 4 business hours to respond to issues and 8 business hours to resolve issues. 

Does Dropbox have a service level that it is committed to provide to its clients?

Cheers, 

Wei Ting 

[Fiona · Accepted solution]

Thanks for clarifying your request. 

You can read all about the support availability and channels we have for all paid and non paid accounts here. 

From what you are describing, I believe the Dropbox Enterprise plan is what you are looking for. 

Our Sales team can elaborate fully on how we support Enterprise accounts. 

Thank you again for your interest in Dropbox.  

[KIWATA Shin]

Hi

  At first, please let me say that I am satisified with the current service of Dropbox!

  Beside that, my boss asked me if Dropbox has "Service Level Agreement" and I cannot find it.

The "Service Level Agreement" which my boss means is like;

   In case Dropbox fails to provide service for successive 24 hours, Dropbox will pay back (or reduce future payment) the 1/30 of the monthly payment, etc.

   It would be helpfull for me if some one can tell me where the "Service Level Agreement" is.

   Of course, I believe such trouble never happens to dropbox and I am not expecting to reward such pay-back or reduction.

[Daphne]

Hey @KIWATA Shin, thanks for reaching out to us here!

I've just moved your post to this thread so that I can point you towards the info provided by Fiona's previous posts on this.

When you have the chance, please check that info out.

Let me know if you have questions!

[Ex]

Can I have your sla’s for the pro service, please.