Overview
These support policies apply to the Allure SaaS platform.
In a best effort to strive for complete customer satisfaction Allure Security Technology is dedicated to providing a professional level of support. Our team is available to assist with technical issues of varying degrees of severity.
These Support Policies apply to the support provided by Allure Security as part of the SaaS offering acquired by you under your ordering document. Support is subject to the terms and conditions of the Subscription Agreement. The SaaS services policies referenced in your agreement may further describe the support provided by Allure specific to the offering acquired by you under your order.
As used in these Support Policies, “you” and “your” refers to the individual or entity that has ordered from Allure Security or an authorized distributor, as applicable.
These SaaS Support Policies are subject to change at Allure Security’s discretion; however, Allure policy changes will not result in a material reduction in the level of SaaS support provided during the period for which fees for the applicable SaaS offering have been paid.
Support Terms
The fees paid by you for the SaaS offering under your ordering document include the support described below. There will be no separate invoicing for support provided as part of the offering.
This support policy applies beginning on the “Effective Date” of the Subscription Agreement between Allure Security Technology and the client and lasts until the expiration or termination of said agreement.
Your technical contacts are the sole liaisons between you and Allure Security for support of the SaaS programs. Your technical contacts must have, at a minimum, initial basic product training and, as needed, supplemental training appropriate for specific role or implementation phase, specialized product usage, and/or migration. Your technical contacts must be knowledgeable about the SaaS programs and your web environment in order to help resolve system issues and to assist Allure in analyzing and resolving service requests. When submitting a service request, your technical contact should have a baseline understanding of the problem you are encountering and an ability to reproduce the problem in order to assist Allure in diagnosing and triaging the problem. To avoid interruptions in support services, you must notify Allure whenever technical contact responsibilities are transferred to another individual.
First Line Support shall include but not be limited to (i) a direct response to users with respect to inquiries concerning the performance, functionality or operation of the SaaS program, (ii) a direct response to users with respect to problems or issues with the SaaS program, (iii) a diagnosis of problems or issues of the SaaS program, and (iv) a resolution of problems or issues with the SaaS program.
If after reasonable commercial efforts Allure support technicians are unable to diagnose or resolve problems or issues of the SaaS program, Allure Security will escalate internally to “Second Line Support.”
Second Line Support shall consist of (i) a diagnosis of problems or issues with the SaaS program, and (ii) reasonable commercial efforts to resolve reported and verifiable errors in the SaaS program so that the SaaS program performs in all material respects as described in the associated program documentation.
Allure may review service requests logged by your technical contacts, and may recommend specific organization and process changes to assist you with the practices described in these SaaS Support Policies.
Information that you provide about the system and/or the challenge at hand is often critical to the support process. The following practices will allow for the most effective and efficient path to resolution:
- Submit requests electronically
- Include only one question/issue per request (separate for clarity)
- Provide an indication of severity based on outlined definitions below
- Respond in a timely matter to suggestions and potential solutions to close out cases efficiently
In the case of an issue that requires development or work on Allure Security’s side a ticket will be opened which will track the issue. You will be notified if and when this happens, and will be given access to follow the ticket as it is updated.
An “update” is any subsequent release of the program that Allure Security generally makes available to its customers for no additional fee. This does not include any release, option, service or program that is separately licensed. Updates will be made, when appropriate, during the support period. Allure Security is not obligated to make updates. Any available update for which you are qualified will replace the previous version of the program.
Severity Definitions and Response Times
In the event that Customer notifies Allure Security that the Service is unavailable, Allure will begin to work on a system fix within 1 hour of notification. In the event that Customer notifies Allure Security that a Non-Production Instance Service is unavailable, Allure will begin to work on a system fix within 4 hours of notification. |
Severe loss of service (operations may continue but are severely restricted).
Minor loss of service, minor error or behavior (service is available but may require a workaround to restore full functionality).
Minor problem or question that does not affect delivery of service.
*During Normal Business Hours
**Applies only to issues submitted by phone
Service Request Severity Level
At the time Allure Security accepts a service request, Allure will record an initial severity level of the service request based on the Severity definitions defined above. Allure’s initial focus, upon acceptance of a service request, will be to resolve the issues underlying the service request. The severity level of a service request may be adjusted as described below.
- Downgrades Of Severity Levels– If, during the service request process, the issue no longer warrants the severity level currently assigned based on its current impact on the production operation of the SaaS program, then the severity levels will be downgraded to the severity level that most appropriately reflects its current impact.
- Upgrade of Severity Levels– If, during the service request process, the issue warrants the assignment of a higher severity level than that currently assigned based on the current impact on the production operation of the SaaS program, then the severity level will be upgraded to the severity level that most appropriately reflects its current impact. In requesting any assignment of a higher severity level, you must provide Allure with sufficient information that demonstrates the increased impact of the issue on the production operation of the service.
- Adherence to Severity Level Definitions– You shall ensure that the assignment and adjustment of any severity level designation is accurate based on the current impact on the production operation of the SaaS program. You acknowledge that Allure is not responsible for any failure to meet performance standards caused by your misuse or misassignment of severity level designations.