1. Technical Service Levels
| Features | Community | Standard Support | Premium Support (Includes Customer Success) |
|---|---|---|---|
| Updates/Bug Fixes | |||
| Online Access to Knowledge Base, Examples and Product Technical Documentation | |||
| Service Desk Portal (includes email-based support) | |||
| SLA Based Issue Response[1] (free tier does not have SLAs) | |||
| Quarterly Executive Business Review, Health Assessment, Recommendations and Strategic Planning | |||
| Designated Customer Success Manager | |||
| Coverage[2] | 12 x 5[3] | 24 x 7 | 24 x 7 |
| On-Prem/Hybrid Implementation Technical Support[4] |
2. Technical Support Service Level Agreement (SLA) Response and Update Frequency Times
| Severity Level | Issue Description | Committed Response[5] Acknowledgment Window (Hours) | Issue Update Frequency (Hours) |
|---|---|---|---|
| S1 | Critical/Emergency Issue: A defect resulting in full or partial system outage or a condition that makes the Cloudentity Stack unusable or unavailable in production for all users. | 0.5 hour | 1 hour |
| S2 | Major Business Impact: A defect resulting in a condition where major functionality is impacted or significant performance degradation is experienced; issue is persistent and affects many users and/or major functionality. | 2 hours | 4 hours |
| S3 | Minor Functionality Issues and/or General Questions: A defect that results in a component of the Cloudentity Stack not performing as expected or documented or an inquiry by your representatives regarding general technical issues/questions. | 24 hours[6] | N/A |
| S4 | Information and/or Enhancement Request: Information requested on Cloudentity Stack capabilities, navigation, installation, or configuration; enhancement requests. | 48 hours[7] | N/A |
3. Severity Levels and Resolution Definitions
Severity Levels and associated resolutions are defined as the condition of the system when the Licensee submits a support request, as follows:
- "Critical" (Severity Level S1): The system is inoperative, or there has been a privacy/security breach, and Licensee's inability to use the Licensed Software has a critical effect on its business operations. This condition is generally characterized by complete system failure and requires immediate correction.Resolutions include: The issue is resolved. A workaround is provided. A fix is provided.
- "Major" (Severity Level S2): The system is partially inoperative but still usable by Licensee or there is the need for a security event related analysis. The inoperative portion of the Licensed Software severely restricts Licensee's operations but has a less critical effect than a Severity Level 1 condition.Resolutions include: The issue is resolved. A workaround is provided. A fix is provided. A fix is incorporated into a future release.
- "Minor" (Severity Level S3): The system is usable by Licensee, with little or limited impact to the function of the system or a technical issue related question is presented. This condition is not critical and does not severely restrict overall Licensee's operations.Resolutions include: The issue is resolved. A workaround is provided. A fix is incorporated into a future release. An answer to the question is provided.
- "Information/Enhancement Request" (Severity Level S4): The system is usable and the condition does not materially affect Licensee's operations. These requests are mostly educational about how the Licensed Software could be improved to enhance Licensee's experience and satisfaction.Resolutions include: An answer to the question is provided. An enhancement request is logged.
4. Problem Reporting and Status
Licensee will have access to the status of reported problems and knowledgebase through Cloudentity's Service Desk Portal. Additionally, Cloudentity support engineers will send updates to Licensee at the time intervals described in the "Technical Support Service Level Agreement (SLA) Response and Update Frequency Times" table above. Telephone calls with Licensee and Cloudentity will occur on an as-needed basis including calls between management teams.
5. Upgrades
Updates and upgrades made generally available for the Licensed Software are provided under all support levels. Licensee is primarily responsible for the installation and deployment of updates and upgrades but may decline to install any update or major functional release that Cloudentity offers.
Technical Support is provided for the latest version of the Licensed Software (including all upgrades and version releases) and one (1) prior major functional release (including all upgrades and version releases) of the Licensed Software.In the event that the Licensee has not installed a more current major functional release within a period of twenty-four (24) months of its availability, or becomes more than one major functional release behind and continues to decline to install those intervening major functional release(s), continued Technical Support for the version of the Licensed Software Licensee has installed will be provided only with a time and materials surcharge to the then current License Fee[8].
[1] Response time SLAs are defined below in "Technical Support Service Level Agreement (SLA) Response and Update Frequency Times".
[2] Coverage times subject to response time SLAs defined in "Technical Support Service Level Agreement (SLA) Response and Update Frequency Times".
[3] Community Support Coverage is defined as during standard Cloudentity business hours, 8:00 AM to 8:00 PM, Eastern Standard Time (EST), Monday through Friday, excluding national holidays in which the office is closed. The Community Support Coverage schedule is subject to change, without notice, as determined by Cloudentity management.
[4] On-Premises and/or Hybrid SaaS with On-Prem components are only supported as part of the Premium Support Level which is required for this type of Implementation.
[5] Limited to outages and incidents caused by unavailability of Cloudentity Production solution only.
[6] All S3 Committed Response Acknowledgement hours are during Business Days (i.e. excluding weekends and national holidays).
[7] All S4 Committed Response Acknowledgement hours are during Business Days (i.e. excluding weekends and national holidays).
[8] Response Times apply only to the extent that the Licensed Software is being used in accordance with the Enterprise User License Agreement and in a production environment that Cloudentity has confirmed in writing to Licensee is appropriate for the proper running of the Licensed Software. Cloudentity will support requests for Issues not caused by the Licensed Software or review or recommend an environment that meets these requirements on an as-available basis at the rate of $300 per hour, per resource, during Normal Working Hours unless otherwise provided in a designated statement of work. This hourly fee is subject to change, without notice, as determined by Cloudentity management