Pygmalios Support Policy

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Pygmalios Support Policy

Last updated: December 1, 2017.

Definitions

  1. Customer” means the person or entity that purchases Support for Service from Pygmalios according to an applicable agreement between Customer and Pygmalios or between Customer or Reseller.
  2. Documentation” means the documentation made available by Pygmalios with the Service, which may be modified from time to time.
  3. Incident” means a reproducible failure of the Service to perform in substantial conformity with the specifications set forth in the Documentation.
  4. Reseller” means third-party, other than Pygmalios, which is authorised to resell Pygmalios products and services.
  5. Service” means services or products provided by Pygmalios according to the applicable agreement, directly of through Reseller.
  6. Support” means the level of support purchased by Customer as described in this Pygmalios Support Policy.
  7. Support Request” means the communication of an Incident, question or suggestion to Pygmalios.
  8. Target Response Time” means that Pygmalios will make commercially reasonable efforts to answer Customer’s telephone call or respond to Customer’s email request received during the Support Hours and acknowledge the request and create a Ticket.
  9. Ticket” means a record in Pygmalios support system describing a Support Request and documenting all steps taken while solving a Support Request.  Each ticket has a unique number, which is communicated to a Customer and can be used as a reference.
  10. Workaround” means a method of avoiding or reducing the impact of an Incident, either by employing a temporary fix or technique.

General

  1. Support is only available in English, Czech and Slovak languages.
  2. Customer agrees to (i) provide Pygmalios with reasonable detail of the nature of and circumstances surrounding the Support Request and (ii) provide Pygmalios with reasonable cooperation in the diagnosis and resolution of any Support Requests.

Support Request Handling

Process

  1. Customer detects an issue, has a question or a suggestion.
  2. A customer has to formulate his issue/question/suggestion and send it to a designated email address. Standard email address is moc.s1574029162oilam1574029162gyp@t1574029162roppu1574029162s1574029162.
  3. Customer will receive confirmation that his support request has been received together with the assigned ticket number. Customer should use assigned ticket number in all future communications related to such support request.
  4. If no confirmation has been received by Customer, Customer has to assume his support request has not been received by Pygmalios and Customer has to use other means of submitting his request.
  5. Customer can add additional comments or documents to the ticket by replying to the received confirmation email.
  6. Pygmalios support team may request additional information in relation to the submitted support request.
  7. Pygmalios support team will then handle support requests based on their Priority (see Classification below) and based on support level option Customer has purchased (see Support Level Options below).

Classification

Support Requests are handled based on their priority, which is determined based on Severity and Impact as per table below:

 

Impact High Impact Medium Impact Low
Severity Level 1 P1 P2 P3
Severity Level 2 P2 P2 P3
Severity Level 3 P3 P3 P3
  1. Impact High” means that the majority of Customer’s users or devices covered by support are impacted. Issues related to Pygmalios Analytics software or Pygmalios Analytics API are always considered as having high impact.
  2. Impact Medium” means a larger group of Customer’s users or locations covered by support are impacted.
  3. Impact Low” means all other cases other than having High or Medium Impact.
  4. Severity Level 1” is an emergency condition related to an Incident in the Service that makes the use or continued use of one or more critical features of the Service impossible. Examples include one or more reports in Pygmalios Analytics is not accessible.
  5. Severity Level 2” is, other than any Severity Level 1 issue, any condition that makes the use or continued use of one or more critical features of the Service inoperable and threatens future productivity. Examples are repeating failures of integration services that prevent loading or syncing of new data into customer datasets.
  6. Severity Level 3” is, other than any Severity Level 1 or Severity Level 2 issue, a minor problem condition or documentation error that the customer can easily circumvent or avoid. Examples include product enhancements, usage questions, and cosmetic problems.

Support Level Options

Standard

Support hours: Monday-Friday, 9am-5pm CET, except Slovak holidays

Communication: e-mail only

 

Priority Target Response Time Target Update Time
P1 4 hours 2 hours
P2 8 hours 8 hours
P3 As commercially reasonable Not defined

 

Extended

Support hours: Monday-Friday, 6am-6pm CET

Communication: e-mail, phone

 

Priority Target Response Time Target Update Time
P1 2 hours (phone call required) 1 hour
P2 4 hours 8 hours
P3 8 hours 60 hours

 

Enterprise

Support hours: 24×7

Communication: e-mail, phone

 

Priority Target Response Time Target Update Time
P1 1 hour (phone call required) 1 hour
P2 2 hours 4 hours
P3 8 hours 24 hours


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