Support Policy

Last updated: October 1, 2018

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πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— 1. Overview

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.

Features Standard Premium
Support Service Desk Portal βœ“ βœ“
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

βœ“ βœ“

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

πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— 2. Support Methods

All Support communication will be in English.

πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— 3. 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.

Priority Level Description Characteristics
P1 Production Stoplight application is down or is encountering a major malfunction that is affecting business and a high number of staff
  • Critical functionality is unavailable
  • Data loss or corruption
  • High number of end users unable to work
P2 Production Stoplight application is experiencing serious degradation in performance or functionality
  • Major performance degradation
  • Major functionality unavailable
  • Low number of end users unable to work
P3 Production Stoplight application issue that has a moderate impact on business or functionality
  • Some application functionality is unavailable
  • Minor performance degradation
  • Low number of users affected
P4 All other issues or questions with limited business impact
  • Incorrect or undocumented behavior
  • Product question
  • Feature/enhancement request

πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— 4. 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.

πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— 5. Standard Application Support

Standard Support Customers are entitled to Application Support weekdays from 9AM-6PM Central Standard Time USA. Application Support includes:

  • Identifying and troubleshooting problems in the system
  • Assistance with issues during installation and upgrades
  • Creating necessary bug reports
  • Guidance around implementation and configuration

πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— 6. 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.

πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— 7. 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.

πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— 8. Software Updates, End of Life, Releases, and Patches

For customers running on premises, the Customer can choose when to update – with the restrictions below:

  • Stoplight follows the Semantic Versioning scheme for released software.
  • Stoplight typically provides minor version releases for on premises packages on a monthly schedule, with patch releases made available in the interim as needed. Major releases do not yet have a predictable regular release schedule.
  • Application Support is provided for on premises customers that are on a previous release for 3 months following a major or minor release.
  • Stoplight encourages customers to stay up to date with the latest stable version when possible.
  • On premises customers typically have another QA/pre-production environment to install updates into prior to updating the production environment.

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The following is not included in the support policy:

  • Training
  • Customers without a valid support agreement
  • End of Life, Beta, Release Candidate, or Development releases

πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— πŸ”— 10. Premium Support Account On-boarding

Stoplight support will schedule a training call to go over procedures and collect critical information, including:

  • Named Contacts: Identify your three premium support contacts.
  • Reporting Procedures: We will walk you through how the service desk, reporting, and escalation procedures work.
  • Initial Health Check: We will work with one or more of your named contacts to verify installation completeness and initial health of the installation.