Premium Support

Service Level Agreement

This document describes the service levels for Support offered by CluedIn (SLA). It contains details in effect at the time of publication but is subject to change upon notification.

Support means assistance with issues impacting the standard operations of CluedIn software, as further described in the table below.

Support does not include the implemented solutions of CluedIn partners, customised solutions, integration services, training, implementation services including installation and configuration of the product and ingestion or export of data, or queries about Customer data sets, which can be provided under a separate professional services agreement.

Enhancements and bug fixes are not part of Support but part of CluedIn maintenance, which is provided free of charge to all Customer’s with a valid CluedIn licence.

Upon receipt of a request, the helpdesk will assign an incident with a unique support number and categorise the incident within the categories below.

If an issue is transferred into a lower incident category, the response times relating to that category will apply.

Severity Level*

Criteria

Response**

P1 - Critical

An issue which:

  • Impacts a production environment
  • Involves continuous or near continuous outage, or a performance issue that severely inhibits usage of CluedIn.
  • No workaround available.

1 hour.

CluedIn will use reasonable efforts to start work immediately

CluedIn will provide hourly updates unless otherwise agreed.

P2 - High

An issue which:

  • Impacts a production environment
  • Involves irregular outages, or a performance issue that partially inhibits usage of CluedIn.
  • No workaround available.

2 business hours.

CluedIn will use reasonable efforts to start work within 2 hours of the accepted incident ticket

CluedIn will provide daily updates unless otherwise agreed.

P3 - Medium

An issue which:

  • causes intermittent impact and does not critically affect business operations; and/or
  • is alleviated by the availability of a workaround.

1 business day.

CluedIn will use reasonable efforts to start work within 4 hours

CluedIn will provide daily updates unless otherwise agreed.

P4 - Low

An issue which causes minor or no impact on business operations.

2 business days.

CluedIn will use reasonable efforts to start work within 8 hours

CluedIn will provide weekly updates unless otherwise agreed.

* Severity Levels are determined by, and subject to replication by, the CluedIn Support Team.

** Response time is measured from the time stamp of the to the time stamp of the CluedIn response (for P2 to P4 Severity, issues submitted outside of business hours will be considered received at the beginning of the next business hour)

Critical support is available 24 x 7 x 365 and should be flagged by Customer with the subject line: “Potential P1 incident”.

All other support is available during business hours (depending on Customer’s location):

  • APAC 8am-6pm UTC +10
  • USA and Canada 8am-6pm UTC -7
  • Europe 8am-6pm UTC -1
All support requests must be raised by logging an incident ticket via
  • support@cluedin.com
  • The Help function in CluedIn product interface.
  • The CluedIn Customer support portal (https://cluedin.zendesk.com/)

Anything else you need answered?

We are always happy to answer your questions.