Last Revision Date – May 23, 2024
1.1 “Support ” generally refers to the services described in this Support Policy, and does not include professional services or other services not specified herein, such as training or consulting.
1.2 “Pricing Plan” refers to the SearchStax Managed Search service pricing plans that are available at: https://www.searchstax.com/pricing/cloud/dedicated-details/.
1.3 “Severity Level” refers to the priority assigned to a support request, as shown below in this Support Policy.
1.4 “Support Contact” refers to the applicable named individuals at your organization who are responsible for the administration of the SearchStax Managed Search service.
1.5 “Business Day” means Monday through Friday, other than a day designated from time to time as a national holiday in the place from which Support may be provided.
1.6 “Incident” means a single question or issue posed by a Support Contact using Support .
In Scope
Out of Scope
SearchStax will reasonably assess and assign each ticket a Severity Level. SearchStax will confirm the Severity Level with the Support Contact and will resolve any disagreement regarding the Severity Level as soon as is reasonably practical.
Severity 1 and Severity 2 Severity Level classifications are only available for deployments under Gold, Platinum and Platinum Plus subscription plans.
| Severity Level | Definition / Criteria |
|---|---|
| Severity 1 (Urgent) | Due to an error in a production environment, the Service is down or is severely impacted, or the Customer Data is lost or destroyed, and there is no workaround currently available. (This severity level is not applicable to Silver deployments.) |
| Severity 2 (High) | Due to a critical error, the Service is moderately impacted such that normal operation of the Service is encumbered. There is no workaround currently available, or the workaround is cumbersome to use. (This severity level is not applicable to Silver deployments.) |
| Severity 3 (Normal) | The error is not critical, nor does it prevent normal operation of the Service – no Customer Data has been lost, and the Service is not down or severely impacted. The users are inconvenienced by the problem but have alternative ways of performing work with nominal productivity impact. |
| Severity 4 (Low) | General questions. Requests for enhancements to the Service. |
Support requests for Severity Level 1 and 2 issues must be filed via the web-based support portal. Severity Level 3 issues may be filed via email or the web-based support portal. All email based production tickets will be treated as Severity Level 3.
Normal Hours of Operation: Americas Monday-Friday 9:00am – 5:00pm PST
Method: email, or support portal
Maximum number of Support Contacts: 2
Annual Incidents: unlimited
| Severity | Target Initial Response |
|---|---|
| Severity 1 | Not Available |
| Severity 2 | Not Available |
| Severity 3 | <= 1 Business Day |
| Severity 4 | <= 3 Business Days |
Normal Hours of Operation
| Americas Monday-Friday 8:00am ET – 8:00pm EST | Europe Monday-Friday 8:00am CET – 6:00pm CET | Australia and Asia Pacific Monday-Friday 8:00am AEST – 6:00pm AEST |
Method: email, phone or support portal
Maximum number of Support Contacts: 4
Annual Incidents: unlimited
| Severity | Target Initial Response |
|---|---|
| Severity 1 | <= 4 hours |
| Severity 2 | <= 8 hours |
| Severity 3 | <= 1 Business Day |
| Severity 4 | <= 3 Business Days |
Normal Hours of Operation: 24x7x365
Method: email, phone or support portal
Maximum number of Support Contacts: 8
Annual Incidents: unlimited
| Severity | Target Initial Response |
|---|---|
| Severity 1 | <= 60 mins |
| Severity 2 | <= 4 hours |
| Severity 3 | <= 1 Business Day |
| Severity 4 | <= 3 Business Days |
Normal Hours of Operation: 24x7x365
Method: email, phone or support portal
Maximum number of Support Contacts: 8
Annual Incidents: unlimited
| Severity | Target Initial Response |
|---|---|
| Severity 1 | <= 30 mins |
| Severity 2 | <= 4 hours |
| Severity 3 | <= 1 Business Day |
| Severity 4 | <= 3 Business Days |
Customer is responsible for ensuring that its Support Contacts have sufficient English language and technical skills, and respond to and cooperate with SearchStax in a timely manner in connection to requests for Support. As a precondition for requesting Support from SearchStax, Customer agrees to (and to cause each of its developers to) use reasonable efforts to:
(i) attempt to solve the problem and to utilize sufficient resources to clearly understand that a problem exists before consulting SearchStax;
(ii) provide SearchStax with sufficient information and technical data in order for SearchStax to establish that a potential problem is not the kind of problem that is an exclusion from the Support;
(iii) make reasonable attempts and expend reasonable resources to provide any data reasonably requested by SearchStax to adequately address the potential problem;
(iv) utilize sufficient resources to understand the instructions from SearchStax in addressing the problem, and make reasonable attempts to correct the problem as suggested by SearchStax. In addition,
Customer agrees and acknowledges that the extent of access and the accuracy of information and technical data provided may affect SearchStax’s ability to provide the Support.
Support is only available in English.
Apache Solr Version Support and Upgrades
Support, as it relates to SearchStax-hosted Apache Solr, is provided from the date the Apache Solr version is initially made available within SearchStax. SearchStax makes available only table version within SearchStax Services. SearchStax-hosted Apache Solr’s Version Policy is available here: https://www.searchstax.com/legal/version-policy/
Support Exclusions
SearchStax will have no obligation to provide Support to Customer in the event that (i) the problem is caused by Customer’s negligence, misconduct, or misuse of Service, or other causes beyond the reasonable control of SearchStax, (ii) the problem is due to third party software, (iii) the problem is due to bug-fixes or feature enhancements to Apache Solr software or source code. Support does not cover the support of any third-party software which integrates with SearchStax Services or Apache Solr. In addition, the Support does not include the following: (a) Customer’s failure to comply with operating instructions contained in the user guide; (b) installation, configuration, management and operation of Customer’s applications; (c) APIs, interfaces or data formats other than those included with Apache Solr or the Service; or (d) training.
Notice of Changes
SearchStax will provide at least thirty (30) days’ advance notice for changes to the SLA that affect a Customer’s SearchStax subscription by either: (i) sending an email to Customer’s point of contact for notices; (ii) posting a notice in the SearchStax Dashboard; or (iii) posting a notice to the applicable SLA webpage. If a change to the SLA has a material adverse impact on Customer and Customer does not agree to the change, Customer has the right to terminate the corresponding service order within thirty (30) days of notice of such change from SearchStax.
This SLA applies to Customers who subscribe to the listed SearchStax Plans on or after the date of last update. The changes are not retroactive. If you are an existing Customer as of that date, a description of your service level agreement may be found below.
Last Updated: September 19, 2022
Previous versions of our SearchStax Managed Support Policy can be found below:
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