The following Service Level Agreement (SLA) formally defines the expected timeframe for responding to new incidents reported to Signiant Support team. While we always attempt to respond to all issues in a timely manner, Signiant Support will respond to service related incidents within the time frames outlined below.
Service Availability
Support coverage hours specific to the services covered in this Agreement are as follows:
-
Coverage hours: Monday-Friday – 6:00AM-8:00PM ET
- Web: https://support.signiant.com/hc/en-us/requests/new
- Email support: support@signiant.com
-
Telephone support *:
- USA: +1 855-267-9218 | +1 866-215-8465
- United Kingdom: +44 800 0567 515 | +44 808 1011 565
- International (UIFN): +800 5004 0500
- India TFN: +000 800 050 3939
| Definition | Examples | Response | |
| Severity 1 * |
Critical A problem which causes an urgent, critical impact that impairs the performance of one or more major functions of the impacted software. Direct business impact and no workaround available. * NOTE: These issues must always be reported via Telephone. |
|
1 hour |
| Severity 2 |
Major A problem which causes an important or significant impact that impairs the performance of a major function of the impacted software System. A workaround is available. |
|
2 hours |
| Severity 3 |
Medium Issue has or will affect End User productivity. Workaround exists, but error must be fixed. |
|
8 hours |
| Severity 4 |
Trivial No immediate customer business impact. |
|
48 hours |
* Severity 1 issues must always be reported by Telephone.
Signiant Maintenance Release Policy
Signiant will provide support for the last two major releases of the software where the last two releases is defined as the current release and one previous. The numbering structure is <major>.<minor>.<patch> (e.g., 2.0.1). Minor and major releases contain new features and bug fixes. Patch releases only contain bug fixes. Customers who are not using code from one of the last two major release streams will receive best effort support and upgrade support only.
Problem Tracking
When Signiant is notified of a problem that cannot be resolved immediately, a case will be opened. The severity level of the problem will be mutually agreed upon by the customer and the support engineer and a case number assigned.
The Severity level will help classify and define the Customer’s technical and business impact. Please quote your case number in any correspondence with Signiant support.
Problem Escalation
The following table details the targeted response time for issues reported to Signiant along with the notification times for members of the Signiant management team.
| 24/7 |
Monday-Friday 06:00-20:00 ET (11:00-23:00 GMT) |
|||
| Escalation Point | Severity 1 | Severity 2 | Severity 3 | Severity 4 |
| Lead Support Engineer | 1 hour | 2 hours | 8 hours | 48 hours |
|
Chuck Ross Manager of Technical Support |
1 hour | 4 hours | 12 hours | As required |
|
Bob Barber VP, Technical Services |
As required | As required | As required | As required |