Zappi Platform Support Service Level Agreement
This Support Service Level Agreement (“SLA”) applies to technical support generally available to paid Zappi Platform Customers and those customers who purchase Priority Platform Support. Priority Platform Support is only available to those Zappi Customers who purchase Priority Platform Support as part of their subscription for the Zappi Platforms.
Zappi shall provide technical platform support to ensure the Customer’s smooth and continuous access to and use of the Zappi Platform, which includes: assistance with accessing and navigating product features, support for troubleshooting technical challenges and guidance on best practices for optimal use of the Zappi Platform. For clarity and avoidance of doubt, technical support does not include performing or providing research expertise or assistance, reporting requests, data exports, research analysis, feature development, custom development, data modeling, code review or application architecture or infrastructure design, third party integration support, training, or visits to Customer sites or locations.
Support Channels
Customers may access Zappi Platform Support through the following channels:
- On-Platform Support Form (available in the Zappi Platform, see Contact Zappi Platform Support Using the Platform for instructions on how to access); or
- Email, at support@zappistore.com
Support Hours
Platform Support shall be available from Zappi as follows:
| Standard Platform Support | Standard business hours, Monday through Friday, 9:00 AM to 6:00 PM local time for US, EMEA, and APAC regions, excluding weekends and local holidays. |
|---|---|
| Priority Platform Support | Follow the sun 24/7, 365 |
Please note that there may be delays in initial responses for requests sent outside of the Standard Platform Support hours indicated above and on holidays.
Issue Severity Classification
Platform Support requests will generally be classified based on the below criteria, however, support requests will be classified at Zappi’s discretion.
| Classification | Description |
|---|---|
| S1 | Affects the entire system or single critical production function. System down or operating in a materially degraded state; data integrity at risk. Widespread, material access interruptions. Workarounds not available. |
| S2 | Urgent, but not critical. Material component failure that materially impairs its performance. Workarounds may exist, but risk is still high. |
| S3 | Not urgent. Operating with minor issues affecting a few Users, and can be addressed with a workaround for the time being. Most users can continue, but service is degraded. |
| S4 | Involves an inquiry regarding a routine technical issue or question. Information requested on application capabilities, navigation, installation or configuration; Non-critical issue affecting limited users or non-core functionality. |
Response Times
Response times will be measured from the time the Zappi support team receives a request or the earliest time during applicable support hours after the request is received until the respective time(s) the Zappi support team has responded to such request and, with respect to Priority Platform Support only, the time between Zappi providing an update and the previous response from Zappi.
Initial Response
Zappi will provide an initial response to Customer support requests during support availability hours within the times indicated below, calculated from the time of the support request submission or the earliest time during applicable support hours after the request is received.
| Target Initial Response Times | |
|---|---|
| Standard Platform Support | 4 hours |
| Priority Platform Support | 2 hours |
Follow Up Responses
After providing an initial response, the Zappi Platform Support team will follow up at least once based on the severity classification of the request, generally until the issue is resolved. Follow up responses to support requests will vary based on the severity of the issue.
| Classification | Standard Platform Support | Priority Platform Support |
|---|---|---|
| S1 | 2 hours | 2 hours, with updates every 2 hours until resolution |
| S2 | 6 hours | 4 hours, with updates every 4 hours until resolution |
| S3 | 24 hours | 8 hours, with updates every 8 hours until resolution |
| S4 | 48 hours | 24 hours, with updates every 24 hours until resolution |