Datafi Cloud Support Policy

Last Updated: 06/02/2021

 

This Datafi Support Policy and Service Level Agreement (“Policy”) describes Datafi’s support offering (“Datafi Support”) in connection with Customer reported bugs, defects, or errors in the Service (“Error(s)”). Datafi Support shall be provided in accordance with the written subscription agreement under which Datafi provides its cloud data platform as entered into by and between you (“Customer”) and Datafi (“Agreement”). Customer shall receive Premier Support or Priority Support as designated in the applicable Order Form (“Support Level”). This Policy may be updated by Datafi from time to time. Capitalized terms not defined in this Policy shall have the meaning given to them in the Agreement.

 

I.      Support

1.  Services. As part of providing the services and as further described in the Documentation, Datafi has processes designed to perform robust testing and validation before each release to minimize Errors.

 

2.  General Support Offering. Customer shall designate one primary contact who will have administrator privileges and may designate additional contacts (“Customer Contacts”). Datafi shall provide English- speaking remote assistance to Customer Contacts for questions or issues arising from any Error, as further described in this Policy, including troubleshooting, diagnosis, and recommendations for potential workarounds for the duration of Customer’s subscription to the applicable Service. Datafi shall also provide the specific entitlements as further described in this Policy and the tables below.

 

3.     Contacting Datafi Support. Customer Contacts may contact Datafi Support by: (a) submitting a support request to the Datafi webpage hosting the community forums and support portal located at https://support.dataficloud.com (or such successor URL as may be designated by Datafi) and designating the appropriate severity level according to Table 1 below, (b) submitting the support request to support@dataficloud.com. All Customer Contacts must be reasonably trained in the use and functionality of the Service and the Datafi Documentation and shall use reasonable diligence to ensure a perceived Error is not an issue with Customer equipment, software, or internet connectivity.

 

4.     Submission of Support Cases. Each Support Case shall; (a) designate the Severity Level of the Error in accordance with the definitions in Table 1, (b) identify the Customer Account that experienced the error, (c) include information sufficiently detailed to allow Datafi Support to attempt to duplicate the Error (including any relevant error messages), and (d) provide contact information for the Customer Contact most familiar with the issue. Unless Customer expressly designates the Severity Level, the Support Case will default to Severity Level 4. If Customer believes the issue to be related to Client Software (as defined in the Agreement), then the Support Case shall also include the applicable Client Software log files. If Customer Contacts submit Support Cases related to enhancement or feature requests, Datafi shall treat those tickets as closed once the request has been forwarded internally.

 

5.     Premier Support. If Customer is receiving Premier Support, the following shall apply in addition to the support description in Section 2 (General Support Offering):

 

a.   Case Escalation. If Customer reasonably believes Datafi Support is not performing in a professional manner or is failing to provide timely responses in accordance with this Policy, Customer may escalate the Support Case. Any Support Case escalated by Customer will be directed to Datafi management team for consideration.

 

6.     Priority Support. If Customer is receiving Priority Support, the following shall apply in addition to the support description in Section 2 (General Support Offering) and Section 5 (Premier Support):

 

a.   Dedicated Case Management. Datafi Support shall implement dedicated case management for handling Severity Level 1 and Severity Level 2 Support Cases, to better facilitate uninterrupted support.

 

7.     Read-Only Users Support. When Customer is a Provider (using Datafi’s data-sharing functionality to share its Customer Data) to Read-only Users, such Read-only Users shall not be designated as Customer Contacts and any Support Cases related to the Provider or its Read-only Users shall be submitted solely by Provider’s other Customer Contacts.

 

8.     Other Support and Training. Datafi also offers various support and training resources such as documentation, community forums, FAQs and user guides available https://support.dataficloud.com. Additionally, Datafi offers for-fee consultation and training services via Statements of Work.

 

Table 1: Error Severity Level Definitions

 

Severity Level 1 (Critical Severity)

 

An Error that (a) renders the Datafi Service completely inoperative or (b) makes Customer’s use of material features of the Service impossible, with no alternative available.

 

Severity Level 2 (High Severity)

An Error that (a) has a high impact to key portions of the Service or (b) seriously impairs Customer’s use of material function(s) of the Service and Customer cannot reasonably circumvent or avoid the Error on a temporary basis without the expenditure of significant time or effort.

 

Severity Level 3 (Medium Severity)

 

An Error that has a medium-to-low impact on the Service, but Customer can still access and use some functionality of the Service.

 

Severity Level 4 (Low Severity)

 

An Error that has low-to-no impact on Customer’s access to and use of the Service.

 

Table 2: Severity Level Response Times

 

Error Severity Level

Initial Response Time Target

Premier Support

Priority Support

Severity Level 1 (Critical Severity)

 

One (1) Hour

 

One (1) Business Hour

Severity Level 2 (High Severity)

 

Four (4) Hours

 

Four (4) Business Hours

Severity Level 3 (Medium Severity)

 

One (1) Business Day

 

One (1) Business Day

Severity Level 4 (Low Severity)

 

Two (2) Business Days

 

Two (2) Business Days

 

 

9.      Error Response. Upon receipt of a Support Case, Datafi Support will attempt to determine the Error and assign the applicable Severity Level based on descriptions in Table 1. Datafi shall use commercially reasonable efforts to meet the Initial Response Time Target for the applicable Severity Level, as measured during in-region Datafi Support hours set forth in Table 3 below (such hour(s), “Business Hour(s)” with the total Business Hours in an in-region support day being “Business Day(s)”). If the Customer Contact that submitted the Support Case is unresponsive or unreachable, Datafi may downgrade the Severity Level by one level. If Datafi’s Severity Level designation is different from that assigned by Customer, Datafi will promptly notify Customer in advance of such designation. If Customer notifies Datafi of a reasonable basis for disagreeing with Datafi’s designated Severity Level, the parties will discuss in an effort to come to mutual agreement. If disagreement remains after discussion, each party will escalate within its organization and use good faith efforts to mutually agree on the appropriate Severity Level.

 

 

Table 3: Global Datafi Support Hours

 

Datafi Service Region

Support Business Hours

Sev 1
(Premier)

Sev 1 & 2
 (Priority)

Sev 2-4 (Premier)
Sev 3-4 (Priority)

Excluded Holidays
Sev 2-4 (Premier)
Sev 3-4 (Priority)

North America

24x7x365

6AM-6PM PT
Mon-Fri

6AM-6PM PT
Mon-Fri

Recognized U.S.
Federal Holidays

II.     Exclusions

 

 

Datafi will have no liability for any failure to meet the Service Level to the extent arising from:

 

(a)   Customer’s failure to process Customer Data in the Service in accordance with Datafi’s recommendations for use of the Service — though, upon being notified of such a case, Datafi will endeavor to help Customer address the failure (e.g., with additional recommendations);

(b)   Customer or User equipment;

(c)    third party acts, or services and/or systems not provided by or on behalf of Datafi. (For the avoidance of doubt, this exclusion (c) does not apply to the acts, services or systems of any “Cloud Providers,” as defined in the Datafi Security Policy);

(d)   Force Majeure Events — i.e., any cause beyond such party’s reasonable control, including but not limited to acts of God, labor disputes or other industrial disturbances, systemic electrical, telecommunications, or other utility failures, earthquake, storms or other elements of nature, blockages, embargoes, riots, public health emergencies (including pandemics and epidemics), acts or orders of government, acts of terrorism, or war;

(e)   evaluation or proof-of-concept use of the Datafi Service; or

(f)     Datafi’s preview features (e.g., beta functionality not intended for production use).

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