Follow

Previous SLO offering (pre August 15th 2014)

Cxense Service Level Objectives (SLO)

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 Advertising 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.
  • 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 Advertising 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 the Cxense Customer Blog  (https://wiki.cxense.com/pages/viewrecentblogposts.action?key=cust). You may also receive automatic email notifications by going to this page and clicking Advanced and "Subscribe" or "Start Watching".

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.

You can subscribe to these notifications from the Cxense Customer Blog  (https://wiki.cxense.com/pages/viewrecentblogposts.action?key=cust).

Support Contact Information

Premium Support: Severity Level Descriptions and the Corresponding Support Channel to Use

24/7 support is provided through online chat. Details are available on the Live Online Support page.

Category

Severity Level

Description

Support Channel

Response Time

24/7 Operations

1: Critical

A Severity 1 problem exists if any Cxense Service is (i) inoperative, or (ii) experiencing terminable/intermittent problems that are having a significant impact on the Customer’s ability to use the Service.

Contact with Cxense via our IRC chat line. See details on the Live Online Support page.

Less than 30 min

24/7 Operations

2: Urgent

A Severity 2 problem exists if major functionality of the Cxense Service is impacted, or contains a problem that renders Cxense Services difficult but not impossible to use but causes significant performance degradation to the Customer.

Email Cxense at Support@cxense.com, which is monitored 24/7. Your email will then automatically create a Support ticket. Or create a Support ticket directly in the cX::support project on cx::support

Best effort, within next business day (09:00-16:00)

24/7 Operations

3: High

System performance issues e.g. if the Customer experiences a non-critical degradation of performance, or experiences minor problems that need correction in the Cxense Services or the relevant Cxense User Guides.

Email Cxense at Support@cxense.com or create a Support ticket directly in the cX::support project on cx::support

Best effort, within next business day (09:00-16:00)

Product Improvements / Other Suggestions

4: Standard

Inquiries about routine technical issues, information requests, feature feedback

Email Cxense at Support@cxense.com or create a Support ticket directly in the cX::support project on cx::support, or connect with your Cxense Sales Contact/Account Manager

Best effort, within next business day (09:00-16:00)

Basic Support: Severity Level Descriptions and the Corresponding Support Channel to Use

Category

Severity Level

Description

Support Channel

Response Time

Business Hours Operations

1: Critical

A Severity 1 problem exists if any Cxense Service is (i) inoperative, or (ii) experiencing terminable/intermittent problems that are having a significant impact on the Customer’s ability to use the Service.

Email Cxense at Support@cxense.com, which is monitored 24/7. Your email will then automatically create a Support ticket. Or create a Support ticket directly in the cX::support project on cx::support

Best effort, within next business day (09:00-16:00)
Business Hours Operations

2: Urgent

A Severity 2 problem exists if major functionality of the Cxense Service is impacted, or contains a problem that renders Cxense Services difficult but not impossible to use but causes significant performance degradation to the Customer.

Email Cxense at Support@cxense.com, which is monitored 24/7. Your email will then automatically create a Support ticket. Or create a Support ticket directly in the cX::support project on cx::support

Best effort, within next business day (09:00-16:00)
Business Hours Operations

3: High

System performance issues e.g. if the Customer experiences a non-critical degradation of performance, or experiences minor problems that need correction in the Cxense Services or the relevant Cxense User Guides.

Email Cxense at Support@cxense.com or create a Support ticket directly in the cX::support project on cx::support

Best effort, within next business day (09:00-16:00)

Product Improvements / Other Suggestions

4: Standard

Inquiries about routine technical issues, information requests, feature feedback

Email Cxense at Support@cxense.com or create a Support ticket directly in the cX::support project on cx::support, or connect with your Cxense Sales Contact/Account Manager

Best effort, within next business day (09:00-16:00)

Please feel free to contact your Cxense Sales Contact/Account Manager for non-urgent assistance as well.

Have more questions? Submit a request

Comments

Powered by Zendesk