Last Updated: November 14, 2019
This document describes the policies that govern the Chaos Customer Support Services. It defines the coverage levels, priorities, and response times provided, as well as clarifies the type of requests that fall within our scope of support and which do not.
CUSTOMER SUPPORT SERVICES
We provide support coverage to our customers through the channels listed below. All support requests are handled by our Customer Support Specialists (“CSS”) by email.
SUPPORT CHANNELS | COVERAGE |
Online Support | 24 x 7* |
Online Knowledge Base | 24 x 7 |
Help Widget (In-App) | 24 x 7* |
12 x 6** |
* Support requests marked with “Urgent” or “High” priority will have 24×7 coverage. All other support requests will be handled within 12×6 coverage.
** 12×6 defined as: 9:00am – 9:00pm EST, Monday – Saturday, excluding US Federal Holidays (“Business Hours”).
HOURS OF OPERATIONS (“BUSINESS HOURS”)
Chaos Customer Support is available during the following business hours (Eastern Standard Time) Monday – Saturday 9:00 am – 9:00 pm, excluding U.S. Federal Holidays.
Chaos Customer Support will observe the following US Federal holidays (CSS will not be available these days):
For information at any time on the status of Chaos’ platform and services, we maintain a status site at http://status.101chaos.com/. We recommend all customers subscribe to updates.
SUBMITTING A SUPPORT REQUEST
Support requests can be logged in the following manner:
CONTACT METHOD | DETAILS |
Online (ticket) | https://101chaos.freshdesk.com/support/home |
support@101chaos.freshdesk.com | |
Help Widget | http://101chaos.com/spa-cart/ |
A Support request is a single, reproducible problem, issue, symptom or question relating to the Chaos Platform that requires assistance to resolve. Chaos will work with the customer contact to resolve the Support Request. Examples of how requests may be resolved (closed) include:
SUPPORT REQUEST HANDLING
There are typically four phases in the process to resolution for a Customer Support Request:
PHASE | PROCESS | RESPONSE DEFINITION |
Initial Response | A Customer Support Specialist (“CSS”) reviews customer’s support request ticket, and emails customer to confirm receipt. | The initial response is defined as the time from when a Customer logged an issue and the CSS confirms receipt of the issue. |
Analysis / Problem determination | The CSS will analyze and confirm they can replicate the issue. This phase may require the Customer to provide additional information and/or test scenarios. The CSS will determine if the issue is a bug and escalate to the product engineering team for scheduling into an upcoming product release. The CSS may also be able to provide a reasonable workaround. | This stage starts the definition of the Resolution response time. The Resolution time is defined as the time from when the issue was replicated to the time a reasonable correction or workaround was delivered to the customer. |
Monitor | A reasonable workaround or correction has been delivered to the Customer, and the assigned CSS is awaiting feedback from the Customer to verify that the solution resolves the request. | The Customer will have up to 5 business days to test and confirm the workaround or correction reasonably resolves the problem. |
Close / Resolution | The workaround or correction provided has been confirmed to resolve the issue. | If a Customer does not provide confirmation within 5 business days after receiving the reasonable resolution, the request will be closed. |
Note: All issues confirmed as enhancement requests do not qualify under the SLA commitment policies. These requests will be documented with our product development team for consideration in a future release.
CUSTOMER SUPPORT REQUEST PRIORITIES
Each Customer Support Request is assigned a priority by Chaos based on the technical severity of the request. The combination of the Customer Support Program and Request Priority determines the SLA commitment time frame. Request Priority is determined by:
PRIORITY | RECOMMENDED CONTACT METHOD | DESCRIPTION |
Urgent | Online (submit ticket) | Chaos production environment is not available or core functionality is critically affected or data loss or data integrity compromised or widespread failure; no acceptable workaround or alternative solution available. |
High | Online (submit ticket) | Chaos production environment is seriously affected; required functionality use is restricted or unusable; no acceptable workaround or alternative solution is available. |
Medium | Help Widget | Chaos functionality is restricted but operational, or some operations are impaired; an acceptable workaround or alternative solution is available to resolve the restriction or limitation and allow reasonable use of the production environment. |
Low | Help Widget | Chaos is generally unaffected; general usage questions, enhancement requests, product education, and change to documentation; an acceptable workaround or alternative solution is either available or not required. |
SUPPORT REQUEST TARGET RESOLUTION TIMES
Customer Support Requests requiring product code changes will not be held to the Resolution Times below; however, in the case of a product defect, with an Urgent priority, reasonable attempts will be made by Chaos Engineering to provide a correction and/or Customer Support to supply a workaround.
Customer Support Requests may often times be resolved more quickly than the target times.
PRIORITY | RESPONSE TIME | TARGET RESOLUTION TIME* |
Urgent | 15 minutes | 5 hours |
High | 1 hour | 12 hours |
Medium | 8 hours | 2 business days |
Low | 24 hours | 5 business days |
Note: All hours refer to hours as counted during our business hours. Urgent Priority hours are counted as part of a 24×7 coverage period.
*The response and resolution time targets listed represent a standard of average response and resolution times for all customers over a weekly average for all issues logged, rather than a resolution time for a single issue.
DEFECT RESOLUTION PROCESS
Customer Support Requests reported to Chaos may be confirmed as a product defect. In the event that a product defect is confirmed and a fix is required, Chaos will take reasonable measures to ensure a timely release of a fix to the product defect, in keeping with our current standards for software development, testing, quality assurance, and production release.
The following outlines the process for resolving a confirmed product defect:
SCOPE OF SUPPORT
Support is provided whereby the end-user identifies a reproducible problem or issue related to the Chaos Platform that requires assistance to resolve.
Examples of support requests that are included:
Examples of support requests that are NOT included (but not limited to):
Additional components of your Support Plan:
Notifications