TABLE OF CONTENTS
- Technical Contacts.
- Requesting Support.
- Issue Resolution.
- Support Priority & Target Response Time.
- Issue Prioritization.
- Post-Incident Report.
- Documentation and Other Resources.
- Customer’s Responsibilities.
- Amendment of this Policy.
Requests for support from Saama may be initiated and managed by Customer’s designated Technical Contacts. “Technical Contacts” are named individuals or groups who are authorized to access the Saama application and responsible for administration of the Subscription Service within Customer’s organization. This includes resolution of data source issues when the problem is outside of Saama’s environment. The number of Technical Contacts will be limited per the terms of the Service Agreement..
Saama Support service is available to end-users (those not designated as Technical Contacts) for Customer if End-user Support service has been requested. If not, Customer Technical Contacts will provide first-level support for end-users before contacting Saama Support. End-users may access the support portal at https://support.saama.com to access Support resources regardless of End-user Support service availability, but may not be able to initiate Support requests.
Saama will provide product and technical support in English language to address Customer’s questions concerning use of the Saama application. Customer’s Technical Contacts may initiate a request by submitting a ticket through the Saama ticketing system or by email at firstname.lastname@example.org. During Support hours, Support requests can be made by phone using the provided support phone number. All customers have the ability to initiate an Urgent request in the event of an emergency requiring immediate attention. This is done by submitting a ticket with “Urgent” priority. This automatically triggers an alert to our 24-hr on-call Support Engineer. End-users initiating Support requests as part of the End-user Support service will not be able to alert our 24-hr on-call Support Engineer.
Saama will use reasonable best efforts to resolve (or provide a workaround for) any Issue relating to the Saama application submitted by Customer’s Technical Contacts through the Saama web ticketing system or by phone. An “Issue” will be classified as either a:
- Bug: a verifiable failure of the Saama application to operate or conform to its functional specifications.
- User Issue: a request for explanation or clarification regarding proper and effective use of LSAC.
- Feature Request: a request for a new feature or functionality that does not exist in the then-current version of the Saama application or a request for enhancements or modifications to existing features and functionality.
Support Priority & Target Response Time.
The support level for a given Issue is determined by the priority of the Issue Customer has raised, as follows:
|Saama Support: Available M-F 9 am - 5 pm Eastern Time, Excluding US Holidays|
|Target Response Time||Update Interval|
|Urgent*||4 hours*||Every 4 hours|
|High||1 business day||2 business days|
|Normal/Low||1 business day||5 business days|
* Request must be submitted using the online support portal and marked as “Urgent” for stated response time.
The “Response Time” stated above represents the time needed for Saama to provide a substantive response addressing the Issue. For any Issue classified as a Bug, Support will document the Issue internally so that it may be addressed in a future version of the software. For any issue that is a Feature Request, Support will document the request internally so that it may be considered for inclusion in a future version of the software. However, Saama will have no affirmative obligation to build or support any new feature unless this commitment is set forth in a separate written agreement executed by an authorized officer of Saama.
Customer’s Technical Contact may specify a priority when submitting a ticket via the helpdesk. Support Response Time shall be calculated from issue receipt. Tickets submitted via phone default to “Medium” priority unless the customer specifies a different priority in the initial message. Tickets submitted via email default to “Low” priority unless the customer specifies a different priority in the initial message. Whether specified or not, Saama will assess the request priority, adjust if necessary, and inform customer of adjustment. Urgent and High priority levels are not available for Issues relating to non-production use of the Saama application.
“Urgent” means a catastrophic problem in the Customer’s production use of the Saama application. It has affected, or could affect, the entire user community. Examples include a system-wide loss of access to the Saama application, inability to access data, or data integrity being compromised. An Issue is an Urgent priority only if the issue can result in imminent financial losses due to missing critical project deadlines or deliverables.
“High” means a high-impact problem in the Customer’s production use of the Saama application. An Issue is a High priority if normal operations are seriously disrupted, but does not impair essential operations. Business can still continue in a restricted manner, and data integrity is not at risk. The malfunction could cause serious interruptions to critical processes or negatively impact the business. Examples include data is not refreshed as expected or significant degradation in performance.
“Normal” means a lower impact problem or bug on a production system that does not prevent operation of a production system, or there could be minor degradation in performance. An Issue is a Normal priority if the Customer can perform all essential operations. Normal problems also include all problems on non-production deployments such as Issues arising in the course of the evaluation, test, and development use of the Saama application.
“Low” means a general product use or feature question. It also includes any Feature Request. An Issue is a Low priority if the Issue has no impact on the quality, performance, or functionality of the Saama application.
For any Urgent issues, Customer may request a written explanation of the basis for the issue. This explanation will include Saama’s assessment of the issue, any response time failure, Saama’s mitigation plan and timescale for resolution and plan to avoid similar future events.
Documentation and Other Resources.
Saama will maintain and update user guides and other documentation for all major features of the Saama application. This additional information is made available at https://support.saama.com.
The customer will provide Saama with data, information, supporting analysis, and access to personnel as reasonably required by Saama to resolve reported issues. The customer is responsible for the adequate backup and archiving of the Customer’s files and data.
Amendment of this Policy.
From time to time, Saama may amend this Support Policy by posting the amended terms on the Saama Support website at https://support.saama.com and, if the Customer maintains a current subscription, Saama will notify the Customer of the change by email to the point of contact Customer has designated for Customer’s account. By continuing to access or use Support Services after Saama has provided Customer with such notice of a change, Customer is indicating that Customer agrees to be bound by the modified Support Policy. If the changes are not acceptable to the Customer, then the Customer must notify Saama within 30 days of the date Customer received notice of the change. If Saama cannot accommodate the Customer’s objection, then the prior Support Policy will govern until the expiration of the Customer’s then-current subscription period. Any renewal of the Customer’s subscription will be governed by the then-current Support Policy.