Support
Support & Maintenance Terms
How Visible provides support and maintenance for the Service, including how to reach us, the response time goals we strive to, and how we handle maintenance and scheduled outages.
Last Updated: July 24, 2026
Getting Help
How To Reach Support
Service Levels
Response Time Goals
Visible responds to reported issues according to the goals below. These are response goals, not resolution times; resolution is handled on a commercially reasonable basis.
Minimal to no impact on availability or performance.
Commercially reasonable efforts to include a fix in the next major release.
Substantial degradation in the performance of the Service.
The Service substantially fails to perform.
Response goals apply during business hours, Monday to Friday, and is measured from the time a trouble ticket is opened.
Availability
Scheduled Outages
Scheduled outages are generally performed during non-business hours. Visible generally notifies customers of scheduled outages by email.
