SUPPORT SERVICES AND SERVICE LEVEL AGREEMENT
The Support Services provide a global service with high response commitment levels including:
A dedicated Help Center, accessible from the CS Service
A designated Customer Success Manager to assist with escalations
24/7 support for critical (P1) issues
Commitments for response times for business critical issues
Ways to contact us:
Help Center: https://support.contentsquare.com
Support call number*:
US: 1 800 301-9028
UK: 0 800 098-8110
France: +33 1 89 53 66 53
Germany: +49 69 2443769700
Spain: +34 932 20 20 18
Singapore: +65 6016 2030
*for critical (P1) support Issues out of business hours please call these numbers.
Hours of operation:
For critical (P1) & non-critical issues – during Business Hours / Days (based on time zone of the customer)**:
AMERICAS: Monday – Friday, 9:00-21:00 EST
REST OF THE WORLD: Monday – Friday, 9:00-18:00 GMT
**Not including local Contentsquare holidays
For critical (P1) issues only – the support call numbers above are available outside of Business Hours (24/7).
Service Level Agreement (SLA)
Description | Response Time | |
|---|---|---|
P1 – Critical | The CS Service has completely ceased to function for all users, or some major functionalities are completely not functional such as Session Replays, Mapping,Zoning, Workspace and PA data autocapture failure. All users cannot login to the CS Service. Issue impacting recording of all Session Replays. | 2 business hours or 2 hours – in case support is contacted outside of business hours using the phone numbers above |
P2 – High | Impact on Customer across Users and/or features. For example: missing pages, latency of recordings, issues impacting the recording of some Session Replays, large issues with a specific Mapping and/or Zoning, discrepancy of data, PA faulty API calls, user-specific login issues or delays). | 6 business hours |
P3 - Medium | The CS Service is working, but certain functionalities of the CS Service are degraded. For example: session replay presentation issues, Connect sync delays, PA analysis module issues, integration setup issues, minor specific zoning and/or mapping issues. | 8 business hours |
P4 – Low | These are issues that do not fall under any of the above severity levels and that do not have any significant impact on the ability to use the CS Service features and functionalities. For example: entitlement requests, known issues with existing workarounds or with no impact on customers, product help or feature requests. | Reasonable period |
4. Definitions
a. Availability/Available: means access to the CS Service through Contentsquare’s provided user interface. Contentsquare provides Availability of 99.5% (excluding Downtime Events).
b. First Response: occurs when an Issue has been notified by Customer and the Contentsquare technician assigned to the case commences efforts to diagnose the Issue.
c. Issue: means a technical problem in the accessibility or performance of a function or component of the CS Service which is under Contentsquare’s control. Issues do not include problems caused by: (i) network modification(s); (ii) internet connection issues or internet outages; or (iii) other modifications to the Customer Site(s) made by Customer. Customer shall provide Contentsquare with sufficient data and assistance with respect to any reported Issue and shall reasonably cooperate with Contentsquare in order for Contentsquare to provide the Support Services. Issues fall into several priority categories, each of which is defined in the above Section 3 (Service Level Agreement). The priority of an Issue shall be determined by the Contentsquare Support engineering team.
d. Response Time: the time between the receipt of Customer's notification of an Issue, until First Response.
e. Service Credit: one (1)-day extension of the Term.
f. Planned Outage: any planned maintenance to the Services that may have a significant impact to the CS Service will be communicated to the Customer in advance.
g. Downtime Event: (i) any outages of any public Internet backbones, networks, servers or other utilities, (ii) any failure of Customer’s equipment, systems or local access services, (iii) a Planned Outages, or (iv) any event beyond Contentsquare’s control such as strikes, riots, insurrection, fires, floods, explosions, war, governmental action, labor conditions, earthquakes, natural disasters, or interruptions in Internet services to an area where Contentsquare’s or Customer’s servers are located or co-located.
h. Supported Browser: most recent version of Google Chrome.
5. Requirements
a. Web Browser. The SLA and any Support Services apply only to CS Service Users using the Supported Browser.
b. Script. The SLA and any Support Services apply solely to the extent Customer has implemented and configured the Script in accordance with the Documentation, and is using either the then-current version of the Script or the version immediately preceding it.
6. Remedy
In the event Availability for a particular month is below 99.5%, then for each 1% of availability below 99.5% (that is not as a result of a Downtime Event), Customer shall be entitled, as its sole and exclusive remedy, to one (1) Service Credit. To receive Service Credits, Customer must submit a credit request within thirty (30) days of the event that gave rise to the Service Credit. Service Credits will not exceed ten (10) total days in any license year.
7. Escalation Procedure
In the event that there is a change to the business impact of a support Issue or a concern about the level of support being received, Customer may escalate the ticket.
Customer should first contact its assigned support engineer for the ticket to ensure that the business impact and urgency is understood.
Customer may further escalate by contacting:
a. 1st level of escalation: Customer Support Manager.
b. 2nd level of escalation: Customer Account Manager and/or Customer Success Manager.
c. 3rd level of escalation: VP of Customer Support.
8. Eligible CS Service
This Support Service and SLA defined herein shall be applicable only to the following offerings:
Experience Analytics (DXA) - Pro and Enterprise plans
Product Analytics (PA or ‘Heap’) - Pro and Enterprise plans
Voice of Customer (VoC) - Pro plan