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Service level Objective - 15 August, 2014 (deprecated)

Service Level Objectives - 15 August, 2014

 

This SLO is deprecated.  

Latest Cxense SLA is found here.

 

Basic Support level – Free

Opening hours and access:

Support is available during the regional centers opening hours: The office opening hours specified on the Cxense Customer Support Portal:

Copenhagen, Denmark

Tokyo, Japan

Support is available through Email and Phone. Emails can be sent 24/7 and will be handled during the regional centers opening hours. Opening hours for phone contact are during the opening hours of the regional offices.

Support is only available for clients that have a direct active contract with Cxense, and that are paying Cxense customers. 3rd party requests can be refused.

Response time and communication:

A confirmation email will be sent automatically, when the Customer support have received the customers email request.

All request are available and stored in the Cxense customer support portal for review. The Customer support portal can be accessed here:http://support.cxense.com. The user need to be registered and approved before logging in to the portal is possible.

Expected response time is within 6 office hours on an average, but if the request is of a complicated nature where other departments needs to be involved; a prolonged handling must be expected.

If the support request is about a technical issue that require R&D work or a feature development request, the request might be transformed into a Development project, and as such be part of the general development roadmap. If this happens the customer will be informed.

English is used as the primary and formal support language, but if possible the support will be handled on the official native langue of the customer. Currently supported languages for email and phone support are listed under the information about the local Customer support offices.

Critical support is available 24/7 thorough an IRC channel, please read more about critical support and if your request qualifies as a "critical request". Sending non-critical requests through the Critical Support IRC channel, may inflict a fine.

 

Premium Support – Monthly fee

Includes everything from the basic support.

With the premium support the customer get assistance from all the premium support offices covering different time-zones (Mon-Fri) for email & Phone calls in English. This means access to a broader support knowledge and more open office hours.

Expected response time for premium support is within 4 office hours on an average, but if the request is of a complicated nature where other departments needs to be involved; a prolonged handling must be expected.

In communicating with your non-regional offices, a less detailed knowledge about your specific customer setup might be expected.

The opening hours for the different premium support offices can be found here:

Copenhagen, Denmark

 

 

 What is included in the Customer support?

Email support and 24/7 access to a support portal. This is the primary communication channel as it is stored for later access in the customer support portal.

Telephone support during specified office hours (Premium support give access to additional offices).

Online access to updated manuals and How-to guides.

Questions about system usage and navigation.

Clarifications about the user manuals and documentation.

Questions about system performance

Help with issues about system delivery

Help with issues about connectivity

Help with issues about system access

Help with user configurations

Recommendations on how to tweak the system setup

Handling Development requests from the customer

 

What is not included in the Customer Support?

Tasks that are possible to do by the customer themselves in the systems.

Tasks that are documented through the manuals or how-to guides.

Performing development requests from the customer

Support for 3rd party relations or the customer’s clients

Help when integrating 3rd party systems not documented or being officially supported by the Cxense products

Debugging issues created by the customer themselves. Any time spent on such issues will be charged retrospectively when the problem has been identified. The amount is charged per half hour started, and the rate is specified in the contract under the hourly support rate.

Debugging solutions or special builds created by the customer themselves.

Please notice:

Some of the services not covered by the general support may be bought as extra services at price that is subject to the agreed contract. Please notice that any such requests are considered as special arrangements, and can only be done if it is possible to fit into the current workload of the relevant department.

 

 About critical support:

Accessibility:

Monitored 24/7 by IRC channel. Login through webpage to communicate with the staff.  Log in with your company name and use the following password: support@cxense.

 

Usage: 

Should only be used for critical system failures, like total loss of connectivity to the services for several minutes, and when outside the office opening hours for the region. 

  • If within Office hours call the regional office at the phone number specified on the Cxense Customer support webpage http://support.cxense.com

    Please notice: 
    If the critical support is used for non-critical issues Cxense will automatically charge a rate of 5 development hours, with the rate specified in the customer’s contract.

How do I know if this is a critical issue?

The critical issue should be all of this:

  • Systematic/constant - You should be able to reproduce the problem.
  • Massive in scope - The issue should affect all of your system/setup (Example: No connectivity to the interface for several minutes, no Campaigns/content/data being shown at all on the webpage/In the interface for several minutes).

 

Contact Cxense R&D via our IRC chat line specified on the Cxense webpage:https://chat.cxense.com:1581/

 

About uptime and planned downtime

During the term of your Services Agreement, Cxense will make its very best effort to ensure that the Cxense products licensed (the Services) are available 24/7. In the following, all service level objectives are measured on the basis of a calendar month, and any reference to “percent downtime” is calculated based on the number of minutes the Services may be unavailable in a calendar month.

From time to time Cxense may need to stop the Services for shorter periods of time to perform upgrades or general maintenance. We will always do everything possible to make sure planned downtime does not happen during important hours of operations for our customers. You will also be notified if there is a plan to do so. Any such pre-announced service downtime is excluded from the measurement of “percent downtime”.

Uptime

  • Uptime for ad serving from Cxense Ad is at least 99.7%. Note that this does not include scheduled downtime or events outside of the control of Cxense, such as external connectivity losses, network transit failures, force majeure, etc.
  • Uptime for query serving for Cxense Search and Cxense Content is at least 99.7%. Note that this does not include scheduled downtime or events outside of the control of Cxense, such as external connectivity losses, network transit failures, force majeure, etc.
  • Uptime for Cxense Analytics is at least 99.7%. Note that this does not include scheduled downtime or events outside of the control of Cxense, such as external connectivity losses, network transit failures, force majeure, etc.
  • Uptime for ad serving from Cxense Display is at least 99.8% (Not counting Booking servers). Note that this does not include scheduled downtime or events outside of the control of Cxense, such as external connectivity losses, network transit failures, force majeure, etc.
    Booking server uptime for Cxense Display is 99.5% Note that this does not include scheduled downtime or events outside of the control of Cxense, such as external connectivity losses, network transit failures, force majeure, etc.
  • Scheduled downtime can be up to 90 minutes per month, but is usually much less.

Planned Downtime

  • Planned downtime will always be kept at a minimum, but can be up to 90 minutes per month in total.
  • Cxense will to the extent practicable perform scheduled service upgrades during the weekend hours from 9:00 pm Pacific Standard Time (PST) Friday to 2 pm PST Sunday
  • Cxense will provide at least 2 days notice of planned Service downtime.

Only in very rare situations will the ad serving be affected by planned upgrades, and we will communicate this very clearly if that is the case. However, during an upgrade, the user interface may become unresponsive for a short period of time, which may affect anyone who is running reports or trying to make changes to the system.

Cxense Ad Response Time

  • 95% of ad serving requests are processed in less than 300 milliseconds, calculated as the time the request spends within the Cxense servers and network. This does not include Customer’s network latency or other external network latency.

 

Cxense Search Response Time

  • 95% of search requests are processed in less than 300 milliseconds, calculated as the time the request spends within the Cxense servers and network. This does not include Customer’s network latency or other external network latency.

Cxense Content Response Time

  • 95% of content requests are processed in less than 300 milliseconds, calculated as the time the request spends within the Cxense servers and network. This does not include Customer’s network latency or other external network latency.

How to Receive Notifications

Scheduled downtime and notifications about upgrades will be announced on this support portal under each of the products listed.

Notifications of Service Interruptions

If there is an unplanned service interruption, you will be notified as soon as practically possible about the exact time and duration of the interruption, which part of the service was affected, and the cause of the interruption, if this is known.

 

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