Support Services and Service Level Terms
Last updated: April 21st, 2020
OpsRamp will provide technical support to Subscriber via both telephone and electronic mail on weekdays during the hours of 9:00 am through 5:00 pm local time zone (24×7 for P1 issues), with the exclusion of US and UK Federal Holidays (“Support Hours”).
For information on how to contact OpsRamp’s Technical Support visit: https://www.opsramp.com/support
OpsRamp will use commercially reasonable efforts to respond to all helpdesk tickets within one (1) business day during Support Hours.
In OpsRamp’s sole determination, Support Services shall also consist of: (i) electronic mail support to Subscriber to help Subscriber locate and, on Subscriber’s own, correct problems with the Subscription Service and/or (ii) supplying extensions, enhancements and other changes that OpsRamp may make to the Subscription Service from time to time.
Service Level Terms
The following defined terms are applicable to these Service Level Terms. Capitalized terms not otherwise defined in these Service Level Terms shall have the meaning ascribed thereto in the Agreement.
“Available” shall mean when Authorized Users can access the Subscription Service.
“Downtime” shall mean the time periods when Authorized Users access the Subscription Service. Downtime excludes time that the Subscription Service is unavailable for any of the following reasons:
- Planned maintenance periods during which the Subscription Service is being upgraded or repaired.
- Outage in the Subscriber’s own Internet Service Provider.
- Any failure in Subscriber’s own hardware, software or network connection.
- Any systemic Internet failure.
- Subscriber’s bandwidth restrictions.
- Subscriber’s acts or omissions.
- Anything outside of the direct control of OpsRamp.
“Monthly Availability” is calculated based on the following formula:
T= Total minutes in a month.
D= Total minutes of unplanned platform downtime in a month.
Monthly Availability % = (T–D) / T x 100.
OpsRamp will use commercially reasonable efforts to deliver Monthly Availability equal to or greater than 99.90%.
OpsRamp shall use a separately maintained system to monitor and report on Monthly Availability. This system shall provide the sole and exclusive basis for Monthly Availability data for purposes of these Service Level Terms.
Response Times to Support Tickets by Severity
|Severity||Type of Issue||Initial Response SLA||Ongoing Response Target||Method of Contact (Recommended)|
|Blocker (P1)||Platform issues are categorized as “P1”, if any of the “Remote Consoles, User sessions & Alerts” functionality is impacted across the platform||15 minutes||Updates every 1 hour until resolution||Phone Only|
|Critical (P2)||Regression issues identified as by the OpsRamp Team will be categorized as “P2”||2 hours (Business Hours)||1 business day for non-development items|
Any development effort will be prioritized for the next minor release.
|Major (P3)||Bugs identified will be categorized as “P3”||1 Business Day||Every second Business Day|
Will be prioritized for next major release after validation
|Minor (P4)||Any issue which is not causing major impact will be considered as minor issue||1 Business day||Every Two Business day updated will be shared||Portal|