Customer Support Agreement

Updated on April 29, 2020

Effective for contracts signed after May 1, 2020

1. Support Services
Cloud Elements shall provide the support services set forth in, and in accordance with, the terms of this Customer Support Agreement (“Support Agreement”) which is incorporated into and governed by the iPaaS Services Agreement entered into between Cloud Elements and Customer (“Agreement”). Capitalized terms not otherwise defined herein have the definitions given to them in that certain Agreement.

2. Support Methods
Cloud Elements provides support to Customer through various means under this Support Agreement:

  • Online Developer Guides
  • Online Tutorials and Webinars
  • Help Docs and Knowledgebase
  • API Change Management Processes
  • Website Support ticketing site
  • Email

3. Ticket Level Priorities
Ticket level priorities described in this Section 3 are assigned to each opened support ticket based on the technical importance of the problem with the Services and correspond to response times as described below in Section 5:

  • P1/Urgent = One or more key features of the Services are unavailable or unusable in production. There is no workaround available.
  • P2/High = One or more key features of the Services are degraded and is causing an adverse impact for two or more customers in production.
  • P3/Normal = Defects with a workaround and not affecting production operations or high priority feature enhancements. Higher priority feature enhancements can be defined as those that cannot wait until the next GA release.
    Note:The selection of P3 requests committed to in a current release is at the discretion of the Cloud Elements Product Management team.
  • P4/Low = All other feature enhancement and new feature requests, and general questions.

4. Support Hours
Cloud Elements will provide the following support hours according to the applicable Support Tier for the duration of the Term for the production environment Platform. If Customer encounters a P1 issue outside of Support hours, Customer should open a P1 service request via the Support Portal (https://support.cloud-elements.com) for prompt assistance at the commencement of Support hours.

Green Support Tier
Support Hours
Business Hours (8:00 a.m.- 5:00 p.m. MT)

Black Support Tier**
Support Hours
P1: 24×7
P2: 24×7
P3: 24×5
P4: 24×5

Blue Support Tier*
Support Hours
Business Hours (Defined by region)

Double Black Support Tier**
Support Hours
P1: 24×7
P2: 24×7
P3: 24×5
P4: 24×5

*Note: Blue Support Hours: Business Hours (Defined by region; customer must designate a single regional time zone at the beginning of the Initial Term. If no regional time zone is designated, Support Hours default to U.S. Mountain Time).
**Note: Black and Double Black Support Hours: Days of week for 24×5 are based upon U.S. Mountain Time).

4. Target Response Times
Cloud Elements will provide initial response and acknowledgement of support requests based on the applicable Support Tier along with the defined Support Hours.

Green Support Tier
Initial Response & Acknowledgment
P1: 1 hour
P2: 2 business days
P3: 2 business days
P4: 2 business days

Black Support Tier
Initial Response & Acknowledgment
P1: 1 hour
P2: 2 hours
P3: 4 hours
P4: 4 hours

Blue Support Tier
Initial Response & Acknowledgment
P1: 1 hour
P2: 2 hours
P3: 1 business day
P4: 1 business day

Double Black Support Tier
Initial Response & Acknowledgment
P1: 1 hour
P2: 2 hours
P3: 4 hours
P4: 4 hours

  • Note on P1/Urgent tickets: If the Cloud Elements Support team requests details from the Customer after a P1 ticket is submitted and there is no response from the Customer within the timeframe set forth above then it is automatically downgraded to P2/High and the Customer is informed of the priority change. If a P1/ Urgent ticket is submitted by a Customer and later determined to meet the definition of a P2/High ticket, then it is downgraded to P2/High and the Customer is informed of the priority change.
  • Note on P2/High and P3/Normal tickets: If a P2 or P3 ticket is submitted by a Customer and later determined to meet the definition of a lower priority then it is downgraded to the appropriate priority and the Customer is informed of the priority change.

6. Inbound Phone Support
24×7 inbound phone support to create support tickets is available solely for Double Black Support Tier. This level of support is for initial triage of reported issues and then the available support team is engaged based on issue priority.

7. Support Ticket/Case Allotment
Cloud Elements Support Tiers provide varying allotments of support tickets per contract Term year. After the allotment is reached the Support team will not accept additional inbound support tickets. A single additional block of 5 support tickets can be purchased at a fixed dollar amount, and otherwise a higher Support Tier must be purchased before additional support tickets can be accepted.

Green Support Tier
Support Ticket/Case Allotment
10 Support Tickets

Black Support Tier
Support Ticket/Case Allotment
50 Support Tickets

Blue Support Tier
Support Ticket/Case Allotment
20 Support Tickets

Double Black Support Tier
Support Ticket/Case Allotment
Unlimited Support Tickets

8. When requesting technical assistance
Cloud Elements requires that support ticket include the following information, or the ticket may be rejected:

  1. Provide information necessary to assist Cloud Elements Support Team in diagnosing and resolving the issue including, but not limited to, the following:
    1. Provide a full description of the issue and expected results.
    2. Error Message (if applicable)
    3. Request ID (if applicable)
    4. Instance ID (if applicable)
    5. Account ID (if applicable)
    6. User Email Address
    7. Steps to Duplicate, with either a video or detailed list of steps to reproduce the issue and relevant data.
    8. CuRL command to duplicate
    9. What environment is the issue occurring?
    10. When did the issue begin and/or how was it discovered?
  2. Categorize the issue (general question, defect, enhancement request, etc.).
  3. Identify the business impact of the issue, and the suggested priority for resolution.

Note: Defects must be reproducible for a code fix to be provided.