Capitalized terms not defined below will have the meaning ascribed to them in the Agreement. Additional terms used herein are defined below.
As a Premium Support customer you are entitled to a 24x7x365 one hour initial response time for all Severity 1 and Severity 2 support requests:
Severity 1 (Sev 1)|
A critical incident where the product is fully inoperative and inaccessible across our customer base.|
Severity 2 (Sev 2)|
A significant incident where the software is operating in a materially degraded manner. Key functionality or services required for access or use of the application are down, affecting all users (e.g. Authentic8 SSO, Translation, 2 Factor, API for Audit or Directory Sync).|
Severity 3 (Sev 3)|
moderate impact incident where the software is available with non-critical loss of functionality. This includes issues that affect some but not all users. This can also include client side network connectivity or latency issues whereby Authentic8 technical support is requested.|
Severity 4 (Sev 4)|
General usage questions, feature requests, missing or erroneous documentation reports.|
We will acknowledge all Severity 1 and Severity 2 inbound messages within 1 hour of submission. Once received we will triage and resolve cases as appropriate. Actual resolution time will vary.
Contact information to initiate a Premium Support ticket will be provided during implementation.
Special notes about submitting cases to Authentic8:
Authentic8 support provides second level support and above to our customers.
The following tasks are considered to be first level support. Users are expected to escalate internally to their application Admin or technical contact prior to contacting Authentic8:
When submitting a Premium Support ticket, please provide the following information to Authentic8 Support:
NOTE that if customer encrypts system logs, Authentic8 will be unable to triage or troubleshoot certain system or user issues, or to provide reporting data without coordination with Customer
Authentic8 will make updates (error corrections, bug fixes, enhancements and/or improvements) to the Authentic8 Service on an ongoing basis. Except in the case of emergencies, Authentic8 will schedule maintenance during appropriate, non-peak usage hours (typically between 10pm on Fridays and 12pm on Sundays, Pacific Time) and to the extent possible will provide advance notice of any planned service disruption. Customers may visit support.authentic8.com for more information.