Stoplight Support Policy

Last updated: July 13, 2022

Stoplight shall provide application Support services for the Stoplight Platform in accordance with the terms of this policy. Stoplight will provide a combination of self-service and portal-based support on errors or abnormal behavior of the Stoplight Platform (“Cases”). Users may contact Stoplight by accessing the Stoplight Support Portal (https://support.stoplight.io) at any time. Stoplight Support staff will be available for online support between the hours of 8:00 AM - 6:00 PM CT. Support will be provided in English.

Support requests must be initiated through the Stoplight Support Portal to be entered into the Case tracker system and for Target Response Times to apply. Support is provided for the Stoplight Platform deployed in the SaaS production environment based on Stoplights continuous deployment cycle.

Stoplight Support’s primary responsibilities are:

  • Triage/Troubleshooting issues related to the Stoplight Licensed Software.
  • Reproducing product defects and aiding in alternative solutions or workarounds to help maintain stability until a defect is addressed/corrected.
  • Guidance around implementation and configuration.

The following is not included in the scope of support:

  • Training
  • Customers without a valid Subscription
  • End of Life, Beta, Release Candidate, or Development releases
  • OpenSource Tools

Stoplight Support staff is available Monday through Friday 8 AM to 6 PM CT, excluding U.S. holidays.

Please note that once a case is logged with Stoplight Support and should we require additional information or a response from the customer with regards to that case, we will attempt to reach the customer 2 times before we will resolve the case. Stoplight Support will wait a period of 2 business days following the first request for response, indicating that the case will be placed on hold until we receive the information requested, if no response is received we will issue a further request, if after 2 more business days still no response is received the case will be set to “Solved”, you will then have 3 business days to re‐open the incident before the incident will automatically go into “Closed” state. Should contact be made after this point a new case will be logged. Cases can be placed on hold at the customer request to cover reasonable long periods of accepted inactivity/communication.

In order to enable Stoplight to reproduce and address the Issue appropriately, the Case should include the following elements:

  1. Concise summary of the issue Customer is reporting, including a timeline of when the issue was first observed.
  2. Business or technical impact statement.
  3. Priority Level - Refer to the definitions set forth below and assign a priority level of P1 to P4 to the Issue.
  4. Detailed reproduction information.
  5. Log files as appropriate

An Incident may be escalated by case requester, Stoplight associates or Support Leadership. To escalate an issue you may go to the Self-Service portal, select the incident to escalate and add a comment requesting an escalation. Once the case is escalated, Stoplight Support will flag the case as escalated so that the Support Analyst will easily know about the escalation status of the case. Throughout the resolution process, the Support Manager or case owner will communicate updates accordingly to the requester of the case and other contacts that have been added to the case.

Your cooperation and effort are necessary to provide you with the quality of service you desire—it is only by working together that we can ensure our customers receive the most value from Stoplight Support. If at any time during the resolution of a case a customer is unable to meet designated commitments or requirements, support may be suspended on the case until requirements can be met and a scheduled course of action arranged.

The following chart serves as a guide to understand how Stoplight Support assigns each Case a Priority, as well as the Initial Response Time you can expect. A Case is an unplanned interruption or reduction in quality of service. Please note that “Response Time” does not necessarily mean the amount of time it takes to resolve or close an issue; it does, however, reflect how much time it takes for Stoplight to acknowledge and provide an initial response to the issue on best effort.

Priority LevelDescriptionCharacteristicsTarget Response Time Starter/ProTarget Response Time Enterprise
P1 (Urgent)Production Stoplight application is down or is encountering a major malfunction that is affecting business and a high number of staffCritical functionality is unavailable. High number of end users unable to work4 business hours2 business hours
P2 (High)Production Stoplight application is experiencing serious degradation in performance or functionalityMajor performance degradation.Major functionality unavailable. Low number of end users unable to work.8 business hours4 business hours
P3 (Normal)Production Stoplight application issue that has a moderate impact on business or functionalitySome application functionality is unavailable Minor performance degradation Low number of users affected24 business hours18 business hours
P4 (Low)All other issues or questions with limited business impactIncorrect or undocumented behavior Product question Feature/enhancement request48 business hours36 business hours

Stoplight Support Guidelines (Standard –July 2022)