Last Updated: January 2020 (V2020.1)
SUPPORT PACKAGE AND SERVICE LEVEL AGREEMENT
This Support Package provides a personalized service with high response and resolution commitment levels including a 24/7 support line for critical issues. Under the Platinum Package, Customers receive a Service Level Agreement that provides:
- A dedicated email address for premier-level support requests
- A dedicated customer success manager enabling escalation
- 24/7 support for critical issues
- Commitments for improved response and resolution times
Ways to contact us
1. eService Portal
Send an email to [email protected] or [email protected]
2. Support call number
UK: 0 800 098-8110
Hours of operation
1. Business hours (available for all support issues)
GMT: Monday – Friday, 9:00 am - 6:00 pm
US EST: Monday – Friday, 9:00 am - 6:00 pm
US PST: Monday – Friday, 9:00 am - 6:00 pm
2. Out-of-hours critical calls
For critical (P0) issues only, the support call numbers above are available outside of business hours.
Service Level Agreement (SLA)
1. Issue priority/severity levels
An “Issue” is a technical problem in the accessibility or performance of a function or component of the CS Solution which is under Contentsquare’s control. Issues do not include problems caused by: (i) network modification(s); or (ii) other modifications to Customer site/s made by Customers. Issues fall into several priority categories, each of which is defined below.
The priority of an Issue will be determined by Contentsquare Support engineer, subject to the following guidelines:
Target Resolution Time
P0 - Critical
The CS Solution has completely ceased to function, including: Session Replays and/or heatmaps and/or zoning and/or workspace are completely not functional
The CS Solution appears to have a material adverse impact on Customer’s website (i.e. performance or UI)
2 business hours;
2 hours for out of hours critical calls
48 business hours
P1 - High
Impact on Customer across users and/or features.
Examples: missing pages, latency of recordings, session lag, discrepancy of data, login issues)
6 business hours
10 business days
P2 - Medium
The CS Solutions are working, but certain functionalities of the CS Solution are degraded.
Examples: login delays, session replay presentation issues, specific heatmap/zoning issues
8 business hours
20 business days
P3 - 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 Solution features and functionalities.
Examples: entitlement requests, known issues with existing workarounds or with no impact on customers, feature requests.
a. Availability / available: means access to the CS Solution through Contentsquare’s provided user interface. Contentsquare provides an availability of 99.5% (excluding downtime events).
b. First response: occurs when an Issue has been reported and the Contentsquare technician assigned to the case commences efforts to diagnose the Issue.
c. Response time: the time between the receipt of Customer's report on an Issue, until first response.
d. Resolution time: time from first response until its resolution.
e. Service credit: 1-day extension of the term.
f. Weekly maintenance window: 8:00 am to 4:00 pm (GMT+2)) each Sunday (for deployment) and 8:00 am to 4:00 pm (GMT+2) each Saturday (for security patching, to the extent required).
g. Planned outage: such planned maintenance to the services communicated to Customers in advance that may cause the CS Solution to be un-available.
h. Downtime event: (1) any outages of any public Internet backbones, networks, servers or other utilities, (2) any failure of Customer’s equipment, systems or local access services, (3) planned outages, or (4) 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.
a. Resolution time: in the event Contentsquare has not resolved a P0, P1 or P2 Issue within the resolution time specified, then for each day following the resolution time in which the issue has not been resolved, Customers shall be entitled, as its sole and exclusive remedy, to one (1) service credit.
b. Availability: 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), Customers will be entitled, as its sole and exclusive remedy, to one (1) service credit.
To receive service credits, Customers must submit a credit request within 30 days of the event that gave rise to the service credit.
4. Escalation procedure
In case of a need to escalate the issue then please contact:
- 1st level of escalation: Customer Support Manager
- 2nd level of escalation: Customer Account Manager
- 3rd level of escalation: WW Support Director