Last updated: June 24, 2020
Stoplight shall provide Application Support Services in accordance with the terms of this policy. Application Support covers issues that arise during the use of the Stoplight Application.
|Support Service Desk Portal||✓||✓|
|Hours of Availability 1||9x5||P1: 24x5 else 9x5|
|Time to First Response P1||4 hr2||1 hr|
|Time to First Response P2||8 hr2||2 hr2|
|Time to First Response P3||24 hr2||8 hr2|
|Time to First Response P4||48 hr2||24 hr2|
|email - [email protected] 3 Online Documentation
Online Tutorials, Webinars
Community forums and FAQ's
1 - Definitions of availability are discussed in the document below
2 - Within the 9x5 availability window
3 - P1-P4 Response time guarantee via ticket entered via Support Portal Only
All Support communication will be in English.
Case Level Priorities
Case priorities are assigned based on the technical importance of the problem. See the table below for detailed descriptions of each priority.
|P1||Production Stoplight application is down or is encountering a major malfunction that is affecting business and a high number of staff||
|P2||Production Stoplight application is experiencing serious degradation in performance or functionality||
|P3||Production Stoplight application issue that has a moderate impact on business or functionality||
|P4||All other issues or questions with limited business impact||
Premium Support Initial Response Times
All support notifications and requests must be delivered via the Stoplight Online Support Desk. The time to first response for each priority level is as follows:
P1: 1 hour after notification, 24x5
P2: 2 hours after notification, 9x5
P3: 8 hours after notification, 9x5
P4: 24 hours after notification, 9x5
A priority will only be assigned when submitted through the Stoplight Support Desk. All other communication (email, chat, etc) will not be given a priority level, and will not be held to the above initial response requirements.
Standard Application Support
Standard Support Customers are entitled to Application Support weekdays from 9AM-6PM Central Standard Time USA. Application Support includes:
Premium Application Support
Premium Support Customers are entitled to all Application Support features encompassed within the Standard Application Support in addition to 24x5 availability for P1 issues. The 24x5 availability window includes 24 hour coverage during normal weekdays.
Premium Support Requirements
Premium Support for on premises customers are required to maintain a QA/pre-production environment for testing Stoplight Updates prior to promoting them to the production environment.
Premium Support requests must be filed by one of three specified named contacts. The specified contacts must have an email address with the company domain name. Named contacts must be individuals and can not be group or shared email addresses.
Stoplight also requires that all tickets, questions, and enhancement requests submitted by customers be in English.
Software Updates, End of Life, Releases, and Patches
For customers running on premises, the Customer can choose when to update – with the restrictions below:
The following is not included in the support policy:
Premium Support Account On-boarding
Stoplight support will schedule a training call to go over procedures and collect critical information, including:
Revision Date: June 24, 2020