Pixel Service-Level Agreement

Last Modified July 24, 2024

Support

Support can be accessed through Phone, Email and Live Chat. 

To Call, please dial +1 (800) 739-4137. This phone line is available from 7:00am – 7:00 pm CT (14:00 – 02:00 CET). If outside these hours, Tempus will typically respond the following business day.

To Email, please contact support@tempus.com. Regular business hours are between 7:00am – 7:00pm CT (14:00 – 02:00 CET), Monday through Friday. In support of services outlined in this Agreement, Tempus will typically respond to requests within 24 hours of first email contact. If there is an urgent request please add [URGENT] in the subject line of your email, and we will typically respond within 2 business hours of first email contact.

To Live Chat, please click on the Live Chat icon in the top right corner of the Pixel Rad web application accessed at  pixel-rad.securetempus.com if you are a customer accessing our USA servers, and pixel-rad.eu.securetempus.com if you are a customer accessing our European servers. Regular business hours are between 2:00am – 6:00pm CT (09:00 – 01:00 CET), Monday through Friday. Within these business hours, Tempus support agents will typically respond within 5 minutes of your first message.

Online Software

Tempus will use commercially reasonable efforts to make Online Software available with a monthly uptime percentage of at least 99%, calculated by subtracting from 100% the percentage of minutes during the month when the Online Software was not available but excluding scheduled downtime and downtime caused by factors outside of Tempus’ reasonable control, such as force majeure events and those resulting from Customer’s and/or a third party’s equipment, software or other technology.

Tempus reserves the right to update its Support Services Policy from time to time in its sole discretion.