Exhibit A
General
This Support Services Plan is available to customers with Professional and Enterprise tier subscriptions. Customer is responsible for evaluating any advice or guidance received from SDA as part of the support and for implementing any such advice and guidance. Support includes assistance with service-related technical issues, including login/access support and assistance with account and billing-related inquiries. In connection with the support services, in severe cases, Customer may grant SDA employees access to the Customer’s account. All support will be provided in English.
Contacting Support
| Professional Tier | Enterprise |
| Please contact: [email protected]
Please include your username and a description of the support request.
|
Please contact your dedicated Technical Account Manager via email.
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Upon receipt of a support request, the SDA support team will promptly confirm receipt of the support instance, open a problem ticket with a unique identifier, and classify the request in accordance with the priority level classifications below. SDA may request additional information (if necessary) from Customer in order to properly determine such classification. SDA will use commercially reasonable efforts to meet the response times below:
Severity Levels
| Professional | Enterprise | |
| Severity Level 1 – Critical
Production down |
Response time:
24 hours (email) |
Response time:
4 hours during business hours
Business hours: Mo-Fr: 9am-6pm CET |
| Severity Level 2 – High
Business impaired |
Response time:
2 days (email) |
Response time:
24 hours (email) |
| Severity Level 3 – Medium
Non-key business impacted |
Response time:
3 days (email) |
Response time:
2 days (email) |
Documentation for the Services is available at the following links: