# Core: sla, support and buying

Data version 6d29e2f86993, built 2026-10-26; facts on this page checked 2026-10-20 to 2026-10-22.

SLA, support and buying of [Core](https://specs-dev.teradek.com/services/svc.core.md), every field with its source and date. A field no source publishes reads "Not collected yet."; that is not a "no".

- Core: what it is: Cloud-based IP video management platform for centralized device control, real-time monitoring, video routing, distribution, and archiving. Source: Teradek product data, seen 2026-10-20.

- <a id="urls-status_page"></a>Core: status page — Not collected yet.

## SLA

- <a id="sla-uptime_pct"></a>Core: uptime commitment 99.9 %. Source: Teradek product data, seen 2026-10-20.
- <a id="sla-credits"></a>Core: service credits: Service credits available on Enterprise SLA upon downtime breach. Source: Teradek product data, seen 2026-10-20.

## Support

- <a id="support-channels"></a>Core: support channels: Email, phone, chat, ticketing. Source: Teradek product data, seen 2026-10-20.
- <a id="support-hours_timezone"></a>Core: support hours: Mon-Fri 06:00-18:00 US Pacific (24/7 for Enterprise SLA). Source: Teradek product data, seen 2026-10-20.
- <a id="support-eu_business_hours"></a>Core: European business hours: yes. Source: the owner's statement of 2026-10-22. Owner, 2026-10-22: support runs in Eastern European Time business hours. Eastern European Time is one hour ahead of Central European Time all year.

## Commercial

- <a id="commercial-billing_currencies"></a>Core: billing currencies: USD, EUR, GBP. Source: Teradek product data, seen 2026-10-20.
- <a id="commercial-vat_handling"></a>Core: VAT handling: Reverse charge B2B; OSS for B2C. Source: Teradek product data, seen 2026-10-20. This is Teradek's stated billing practice, not tax advice.
- <a id="commercial-payment_methods"></a>Core: payment methods: Credit card, wire transfer, invoice (Enterprise). Source: Teradek product data, seen 2026-10-20.
- <a id="commercial-eu_resellers"></a>Core: EU resellers: [Holdan](https://specs-dev.teradek.com/api/third-party/tp.holdan), [Aspectra](https://specs-dev.teradek.com/api/third-party/tp.aspectra), [CVP](https://specs-dev.teradek.com/api/third-party/tp.cvp). Source: Teradek product data, seen 2026-10-20.

## Support hours in Central European Time

- Core: the stated US Pacific hours are 14:00–02:00 CET (ending the next day) in Central European Time on 2026-10-26 (calculated; daylight saving applied).

## SLA and status page of the other services in its family

- [Core Classic (no new features; end of life in April 2028)](https://specs-dev.teradek.com/services/svc.core-classic.md), every support field: [/services/svc.core-classic/support.md](https://specs-dev.teradek.com/services/svc.core-classic/support.md).
- Core Classic: uptime commitment — Not collected yet.
- Core Classic: service credits — Not collected yet.
- Core Classic: status page — Not collected yet.

## Owner's statements

- Owner, 2026-10-22: Core (aka Core 3.0) is live and onboarding new customers; built entirely on the shared Core API; supports the Prism family only, Jetpack included. Guide articles from 2022 whose URLs say 'core-3-0' describe the egress-hour plans of Core Classic, not this platform.
- Owner, 2026-10-22: support also runs in Eastern European Time business hours; the exact hours are not given.

## Not on this site

- Core: troubleshooting, including what the status messages in its apps mean (for example Offline, No Stream or Waiting): Not collected yet; ask Teradek support.

## Sources on this page

- [Teradek product data](https://specs-dev.teradek.com/sources/src.teradek-data-7a76ff2a.md)
- [Teradek product data](https://specs-dev.teradek.com/sources/src.teradek-data-543fde69.md)
- [Teradek product data](https://specs-dev.teradek.com/sources/src.teradek-data-44da865e.md)
- [Teradek product data](https://specs-dev.teradek.com/sources/src.teradek-data-91331d0b.md)

## Other topics

- [Plans and add-ons](https://specs-dev.teradek.com/services/svc.core/plans.md)
- [Billing rules](https://specs-dev.teradek.com/services/svc.core/rules.md)
- [Limits and capabilities](https://specs-dev.teradek.com/services/svc.core/capabilities.md)
- [Hosting, data residency and security](https://specs-dev.teradek.com/services/svc.core/hosting.md)
- [Lifecycle and roadmap](https://specs-dev.teradek.com/services/svc.core/lifecycle.md)
- [Supported hardware and compatibility](https://specs-dev.teradek.com/services/svc.core/compatibility.md)
- [Calculator](https://specs-dev.teradek.com/services/svc.core/calculator.md)

Summary: [/services/svc.core.md](https://specs-dev.teradek.com/services/svc.core.md).

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HTML page: https://specs-dev.teradek.com/services/svc.core/support · How to read this site: [/about.md](https://specs-dev.teradek.com/about.md) · Index for agents: [/llms.txt](https://specs-dev.teradek.com/llms.txt)