Scope of Support
Support is comprised of the following:
Circonus will handle Customer’s Notifications of Severity Levels 1, 2, 3 and 4 Issues as described in this Support Policy;
Circonus will apply Updates (defined below);
Circonus will provide Customer with access to a Circonus Support portal (the “Support Portal”, currently found at support.cironus.com) through which Customer may submit Support Tickets;
Customer may also submit a Support Ticket via the standard Support email (the “Support Email”), currently found at email@example.com.
The above Standard Contact Mechanisms for submitting Support Tickets are monitored by Circonus during Business Hours. For Customers who have purchased Gold Support, Severity Level 1 and Severity Level 2 Issues may be reported on a 24/7 basis as described in Section 3 below.
Definitions: As used in this Support Policy, the following terms shall have the meanings prescribed below (capitalized terms not defined herein shall have the meanings prescribed in the Order or its incorporated terms):
“Business Day” means Monday through Friday, excluding bank holidays generally recognized in the United States.
“Business Hours” means 9:00am through 6:00pm Eastern Time, Monday through Friday.
“Documentation” means the then-current product documentation made generally available by Circonus along with the Software.
“Issue” means: (i) the Cloud Service fails to perform materially in conformity with the applicable Documentation; (ii) a technical problem regarding the proper configuration of the Cloud Service; or (iii) a how-to question regarding the proper operation of the Cloud Service.
“Notification” means: (i) the submission of a Support Ticket from Customer to Circonus by means of a Standard Contact Mechanism; and (ii) for Gold Customers experiencing a Severity Level 1 or Severity Level 2 Issue, the contacting of a Priority Contact in accordance with Section 3 below and, in each instance, otherwise in accordance with Circonus’ then-current policies and procedures for submitting such communications.
“Response” means an initial contact from a Circonus representative to Customer to begin the evaluation of the Issue reported under one of the Severity Levels of calls described below. As a prerequisite to Circonus’ obligation to Respond, Customer must follow Circonus’ policies and procedures when submitting a Notification.
“Standard Contact Mechanism” means the Support Portal or the Support Email (as described in Section 1 above) through which a Support Ticket may be submitted to Circonus hereunder.
“Support Ticket” means a written request submitted by Customer for investigation of an Issue.
“Updates” means updates of the Cloud Service for repairs (i.e., bug fixes or code corrections) and new releases (i.e., minor and major releases) which are applied by Circonus generally for use by its active Gold or Silver (as applicable) customers of the Cloud Service. Updates do not include products, modules or separate features for which Circonus charges a separate fee to its customers.
“Workaround” means a solution to an Issue that does not involve a code correction but that once implemented causes the Issue to no longer meet the criteria for that “severity level” in the Severity Levels Chart below. This works as follows:
(i) a Workaround has been achieved for a Severity Level 1 Issue when a solution has been implemented that downgrades the Issue to a Severity Level 2 or Severity 3 Issue;
(ii) a Workaround has been achieved for a Severity Level 2 Issue when a solution has been implemented that downgrades the Issue to a Severity Level 3 Issue; and
(iii) a Workaround has been achieved for a Severity Level 3 Issue when a solution has been implemented that downgrades the Issue such that it no longer meets the definition of a Severity Level 3 Issue. If the Issue involves functionality of the Cloud Service, a downgraded Severity Level 3 Issue will become a Severity Level 4 Issue.
Severity Levels Chart
Circonus will exert commercially reasonable efforts to respond to Customer’s Notification of Issues in accordance with the following Severity Level Chart:
||Silver Target Response Time**
||Gold Target Response Time**
|1: Emergency – Cloud Service is down or there is a major malfunction resulting in a product inoperable condition. Users are unable to reasonably perform their important day-to-day functions; the affected functionality is mission-critical to the Customer’s business; and the situation is reasonably considered an emergency
||For Gold Support Customers: May be invoked via a a Priority Contact per Section 3 above
For Silver Support Customers,
Issues believed to be Severity Level 1 Issues shall be submitted via a Standard Contact Mechanism and will be treated as a Severity Level 2 Issue.
|2: Critical – Critical loss of functionality or performance in the Cloud Service resulting in a high number of users unable to perform their important day-to-day functions. There is a major feature/product failure in the Cloud Service such that, while the Cloud Service is usable, it is severely limited.
||Standard Contact Mechanism for Silver Support Customers
or, for Gold Support Customers, via
a Priority Contact
|4 Business Hours
|3: Moderate – Moderate loss of functionality or performance in the Cloud Service resulting in multiple users impacted in their important, day-to-day functions. There is a minor feature/product failure or a minor performance degradation.
||Standard Contact Mechanism
|8 Business Hours
||4 Business Hours
|4: Minor – Minor loss of functionality in the Cloud Service; product feature request, and how-to questions.
“How-to” questions may include questions related to one or multiple modules of the Cloud Service; integration, installation and configuration inquiries regarding the Cloud Service, enhancement requests, or documentation questions.
|Standard Contact Mechanism
|Subject to Circonus’ product roadmap schedule and Circonus’ policies regarding limitations on the number of Support contacts permitted over a particular time period.
||3 Business Days
* An Issue shall not be deemed to have occurred if the reported problem is caused by a factor or event described in, or is otherwise excluded under, Section 6(a) below. For purposes of Support, the “Cloud Service” means the production version of the Cloud Service.
** Response Time is measured from receipt of Notification of the alleged Issue. Any Notification of a Severity Level 1 Issue reported by a Silver Support Customer will be treated as a Notification of a Severity Level 2 Issue.
*** By way of clarifying examples: If a Gold Support Customer Notifies Circonus of a Severity Level 1 or 2 Issue at any time (pursuant to Section 3 above), then Circonus’ target Response Time will be either 1 or 2 hours (as applicable) on a 24/7 basis. If a Gold Support Customer Notifies Circonus of a Severity Level 3 Issue at 5:00 p.m. on a Business Day (i.e., 1 hour before the end of the Business Day), then Circonus’ target Response Time will be 4 Business Hours, meaning by Noon on the following Business Day. If a Silver Support Customer Notifies Circonus of a Severity Level 1, 2 or 3 Issue at 7:00 p.m. (i.e., after Business Hours), then Circonus’ target Response Time will be either 4 or 8 Business Hours (as applicable) from 9:00 a.m. the following Business Day.