Premium Support Standard
Effective Date 24.05.2024
1. Document Overview
This Premium Support Standard describes Supermetrics’ approach in providing Premium Support to Customers having entered into an Agreement with Supermetrics which is included with Premium Support.
Provision of Premium Support is governed by the terms of the Agreement unless otherwise set forth in this Premium Support Standard.
If the Agreement is included with Supermetrics’ Service Level Agreement that consists of customer support provisions, the content of this Premium Support Standard shall override with respect to provision of Supermetrics’ customer support.
This Premium Support Standard is valid until further notice by Supermetrics.
Notwithstanding anything contrary set forth in this Premium Support Standard or in the Agreement, Supermetrics reserves the right to modify the content of Premium Support Standard and Premium Support at any time.
2. Definitions
“Agreement” means a valid written order form issued by Supermetrics for Supermetrics’ Service entered into between Supermetrics and the Customer after the Effective Date and provided that the Agreement incorporates this Premium Support Standard and is subject to the Terms of Service.
“Downtime” results from 50% percent of urgent, medium, and high Support Tickets being more than 20% over the Ticket Handling Time Target during previous 3 months provided that the minimum amount of submitted Support Tickets during the previous 3 months has been at least 10 Support Tickets.
“Effective Date” refers to May 24th, 2024 which is the date when this Premium Support Standard was published by Supermetrics.
“ Premium Support ” means premium level support provided by Supermetrics to the Customer in accordance with this Premium Support Standard provided, however, that Supermetrics and the Customer have entered into a valid Agreement for Supermetrics’ Services that are included with Premium Support.
“ Premium Support Standard ” means the description of the Premium Support.
“ Severity Level ” means the classification of each Support Ticket, established on a scale of Low to Urgent, as further described in Paragraph 6.3 below.
“ Supermetrics Support ” means Supermetrics’ support service function providing the Premium Support.
“ Support Ticket ” means a reported issue by the Customer that is logged in Supermetrics’ support systems in accordance with this Premium Support Standard. A Support Ticket requires a detailed description, a full description of steps to reproduce, and business impact.
“ Support Ticket Handling Time Targets ” represents the timeframes within which Supermetrics Support will seek to respond to Support Tickets. Ticket Handling Time Targets do not represent or constitute as guarantee with respect to resolution of the reported issue.
“ Terms of Service ” means the terms governing Supermetrics’ Services issued by Supermetrics and provided at https://supermetrics.com/terms-of-service or at another location specified by Supermetrics from time to time.
Other capitalized terms used but not defined in this Premium Support Standard shall have the meaning given to them in the Terms of Service.
3. Goals & Objectives
The purpose of this Premium Support Standard is to describe the elements and commitments in place to provide Premium Support to the Customer.
The objectives of this Premium Support Standard are to:
- Provide clear reference to Premium Support ownership, accountability, roles, and responsibilities;
- Present a clear and concise description of Premium Support provision to the Customer; and
- Match perceptions of expected service support provision with actual service support & delivery.
4. Stakeholders
The following represent the primary stakeholders associated with Premium Support:
Supermetrics: Supermetrics Support
Customer: Customer with an Agreement that includes Premium Support
5. Periodic Review
This Premium Support Standard is valid from the Effective Date and is valid until further notice.
This Premium Support Standard will be reviewed by Supermetrics at a minimum once per year; however, in lieu of a review during any period specified, the current Premium Support Standard will remain in effect unless otherwise notified by Supermetrics.
6. Premium Support Standard
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on Premium Support availability, monitoring of in-scope services, and related components of the Premium Support.
6.1 Support Ticket Logging
Each reported issue will be handled as an individual Support Ticket.
● Support Tickets will be logged via Supermetrics Hub ( https://hub.supermetrics.com/support ), or Chat.
● All the information details should be completed by the Customer in order for the remedial process to start
● Where possible, relevant fault codes, error logs or screenshots should be provided by the Customer
● Support Tickets are created initially with severity Medium.
Customers submitting a Support Ticket are requested to supply the following information:
● Data destination or product name
● Detailed description of the problem
● Mention of severity in critical Support Tickets
● What you were trying to achieve when the problem occurred?
● Description of at what point the issue occurred
● Edit access to the related dashboard (Google Sheets or Looker Studio) for supportfileshare@supermetrics.com
● Query ID in Google Sheets/XL or chart/graph and page in Looker Studio that has the issue
● Full-screen screenshots of:
○ Error message
○ Supermetrics query setup in full (selected accounts, metrics, dimensions, and filters)
○ Supermetrics query results
○ A full-screen screenshot/file export showing the expected data from the data source platform, including the date range of the data
Original data sources’ own reporting tools settings that determine the viewed results (Use the same date range that’s visible from both Supermetrics query and the data source screenshots).
6.2 Premium Support Availability
Coverage parameters specific to the service(s) covered in this Premium Support Standard are as follows:
● Supermetrics Support is available 24 hours a day, from Monday to Friday
● Ticket and Chat Support Ticket logging: Monitored from Monday 4:00 A.M. to Friday 11:00 P.M. in (EST)
● Support Tickets logged outside of office hours will be collected, however no action can be guaranteed until the next working day
● Supermetrics Support availability is excluded with December 25.-26. and January 1st.
6.3 Priority Determination Process
Each Support Ticket is provided with a Severity Level. The prioritization is based on the severity of the problem in hand. There are 4 levels, with Urgent being the most severe and Low being the least severe. Supermetrics reserves the right to amend the Severity Level in its discretion.
Definition of Severity
- Urgent: Severe business disruption, significant and continuing data loss, or security breach that requires immediate and continuous work.
- High: Business disruption or escalation due to delay in support process due to Supermetrics.
- Medium: Application and system performance issues. This is the standard level for support tickets.
- Low: Not important to a business function or does not require short-term action.
6.4 Support Ticket Resolution
Our intention is to provide a clear response and where possible a resolution for all Support Tickets. In some instances, this may not be possible or the resolution may not be immediate. As an example, an issue raised by a Support Ticket may be caused by issues that are beyond Supermetrics’ control. In these instances Supermetrics will use commercially reasonable efforts to offer a ‘workaround’ solution to enable the Customer to continue working until the underlying issues can be resolved and a permanent resolution provided.
Guarantees are not provided regarding timeframes within which issues raised by Support Tickets are resolved.
Some Support Tickets may be determined by Supermetrics as product enhancement or feature requests. Communication for these Support Tickets will continue through direct email communication, and the related ticket will be closed after the enhancement or feature request has been submitted by the Customer or Supermetrics Support.
6.5 Support Ticket Handling Time Targets
As part of the Premium Support, Supermetrics Support will respond to Support Tickets in accordance with the following Support Ticket Handling Time Targets:
Severity Level: Urgent
Initial Response & Diagnosis : 1hrs
Further Updates: 3 hrs
Severity Level: High
Initial Response & Diagnosis: 4hrs
Further Updates: 8 hrs
Severity Level: Medium
Initial Response & Diagnosis: 8hrs
Further Updates: 24 hrs
Severity Level: Low
Initial Response & Diagnosis: 24hrs
Further Updates: 48 hrs
No service credits or other remedies are provided to the Customer if Supermetrics is not able to follow the Support Ticket Handling Time Targets. However, in case of Downtime, new Support Tickets (maximum of 10 Support Tickets) submitted by the Customer during 1 calendar month following a Downtime notified by the Customer in writing shall be responded by Supermetrics in accordance with the Support Ticket Handling Time Targets, which shall be the Customer’s sole and exclusive remedy for Downtime.
6.5.1 Support Ticket Status Definitions
Ticket Status
Initial Response & Diagnosis:
- Describes the initial response time in responding to Support Tickets.
This is to ensure Supermetrics fully understands the Support Ticket so it can be prioritized and resolution can be attempted. - A Support Ticket requires a detailed description, a full description of steps to reproduce, and business impact.
- Resolution will be attempted if the Support Ticket is simple and no further investigations are required.
Further Updates:
- Request for the Customer to provide more details, explain the issue, reproduce it, resolve the issue with provided instructions, or explain the business impact.
Outcomes
- Support Ticket is resolved by Supermetrics Support or the development team.
- Agreed that the possible resolution requires an investigation for a new product feature and that the feature request has been created by Supermetrics.
- A paid-for work request.
- Training required for the Customer.
- Customer Success Manager action required.
- No response or closed by the Customer.
6.6 Status Reporting
An acknowledgment or status report will be provided to the Customer as the work on each Support Ticket progresses. This will be provided at a minimum at each time point as defined by the Support Ticket Handling Time Targets described in the section above.
Customer can also view their open and closed Support Tickets via https://hub.supermetrics.com/support .
6.7 Support Ticket Escalation Process
In the event that the Customer wants to escalate an open Support Ticket the process is as follows:
● The Customer should respond to the Support Ticket email thread indicating that they wish to escalate the issue and share the business impact that is driving the need to escalate the Support Ticket.
● Supermetrics will review the request and revise the Severity Level to Urgent if the Customer’s escalation of a Support Ticket is appropriate at Supermetrics’ discretion.
● For Urgent Support Tickets, we will provide 24 hour coverage and response for the Support Ticket and prioritize the Support Ticket in the queue. In providing the 24 hour coverage, Support Tickets are handed over between Supermetrics Support teams in different time-zones to pursue efficient resolution.
● Relevant Customer Success Manager will be informed.
● Regular updates will be provided in accordance with the Support Ticket Handling Time Targets.
Further escalations are available to the Customer:
● In the event that this escalation does not address the issue with the urgency required, the Customer can request a call with the Regional Support leader appointed by Supermetrics.
● If the call with the Regional Support leader does not provide the necessary assurance then the Customer can request a call with Supermetrics’ Global Head of Support or the Chief Customer Officer.
All escalation requests should use the email thread for the associated Support Ticket to ensure a full audit trail is maintained.
During the Support Ticket escalation process, Supermetrics reserves the right to amend the Severity level of the escalated Support Ticket at its discretion.
Escalation requests are expected to be reasonable. Excessive usage of escalation requests may lead to further requests gaining a lower priority.
6.8 Bug Escalation Process
In the event that a product bug is suspected by the Supermetrics Support agent, the following process will be followed:
● A linked ticket will be created on the Customer’s behalf in Supermetrics’ Engineering team’s work management platform.
● Linked engineering tickets priority carries over from that of the Support Ticket, but may be adjusted at the discretion of Supermetrics’ Product Manager for the affected component(s).
● For Urgent severity Support Tickets, an additional escalation procedure will also be triggered by Supermetrics Support to facilitate an immediate response and the mobilization of additional resources.
● Regular communication between the Engineering team and Customer is facilitated through the original Support Ticket.
● Any product downtime due to system outages or maintenance will be communicated proactively through the Supermetrics Status Page (status.supermetrics.com).
● Support Ticket Handling Time Targets are not applicable for bug escalations.
6.9 Customer Requirements and Responsibilities
Customer’s timely cooperation with Supermetrics is essential in order to provide Premium Support. As an example, if the Customer unreasonably delays or withholds provision of information, approvals and/or acceptances reasonably needed by Supermetrics, this may inhibit Supermetrics in providing Premium Support.
In particular, the Customer’s responsibilities in support of this Premium Support Standard include:
- Support Ticket logging.
- Provision of full and timely information for each Support Ticket.
- Ensure availability of Customer’s staff to respond to requests by Supermetrics for further information in a timely manner.
- Enable access to Support Ticket-related resources, such as dashboards or the Customer’s Supermetrics Team access for Supermetrics staff.
6.10 Supermetrics Requirements and Responsibilities
Supermetrics’ responsibilities in providing the Premium Support include:
- Meeting response times associated with Support Tickets, as set forth in Section 6.5 above.
- Adhere to the processes outlined in this Premium Support Standard.
- Provide appropriate notification to the Customer for all scheduled maintenance or other occasions of Service unavailability.
- Maintain status of our Service via https://status.supermetrics.com/ which the Customers can access for updates on the status of our systems and their availability. Customers can also subscribe to receive status updates via email.
7. Exclusions and Disclaimers
- Supermetrics does not have obligation to provide Premium Support:
- (i) if issues reported in a Support Ticket arise from: (a) the Customer’s use of the Services in a manner not authorized in the Agreement or applicable Service documentation; or (b) Third-Party Services or other third-party acts or omissions, systems, or software and services; or
- (ii) If Customer does not cooperate with Supermetrics as set forth in this Premium Support Standard.
- This Premium Support Standard does not cover warranties in relation to availability of Supermetrics’ software services.
- Notwithstanding anything contrary set forth in Agreement, Supermetrics’ maximum liability for all claims under this Premium Support Standard or otherwise in relation to the Premium Support, whether in contract, tort, or otherwise, is limited to twenty (20) percent of the amount of the limitation of liability set forth in the Agreement.