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*
Email	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”).

• Online Support
  • Chaos online support can be used to enter new support requests and track the status and any updates regarding previously reported issues. Access through the Knowledge base at https://101chaos.freshdesk.com/support/home.
• Online Knowledge Base
  • The Chaos online knowledge base is available at https://101chaos.freshdesk.com/support/home. The portal provides online how-to guides, frequently asked questions, and a library of information to support a best practices approach to using Chaos. It also serves as a portal for accessing the other support features.
  • Most requests can be resolved by searching for answers on our Online Knowledge Base.
• Help Widget (In-App)
  • The Help Widget can be accessed upon successful login to the Chaos Platform. The Help Widget can be used to get answers to support requests. If answers are not found then you can submit the support request as a ticket. The Help Widget is available at http://101chaos.com/spa-cart/.
• Email
  • The Email Support option support allows users to email: support@101chaos.freshdesk.com to receive assistance.

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):

• New Year’s Day
• Martin Luther King Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day
• Day after Thanksgiving
• Christmas Day

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
Email	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:

• The end-user advises that the Support Request is resolved or can be closed.
• The issue is found not to be due to an error in the Chaos Platform.
• Information is provided to the end-user on how to correctly use the Chaos Platform.
• A workaround to achieve similar results is provided and accepted by the end-user.
• The end-user is informed that a version release that contains the required correction is scheduled.
• The Support Request is a feature request or enhancement and has been logged with the product team and prioritized accordingly.
• The Support request is a change in existing functionality and has been prioritized as a product enhancement.
• The Support Request is identified as a third party vendor issue and the end user agrees that the Support Request can be re-assigned to the third party for resolution.
• It is determined that the end-user would benefit from additional training and education on the Chaos Platform and recommendations are made accordingly.
• The issue cannot be reproduced in a standard environment and has been referred to Chaos Consulting Services to assess End User local and/or environmental issues.
• The Support Request has been open for more than 5 consecutive business days awaiting a response from the end-user.

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:

• The Customer’s ability to use the platform to execute the intended business function;
• The extent to which the Customer is unable to perform that function; and
• The impact on the Customer’s business in the standard use of the functionality as designed by Chaos.

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:

1. Customer reports the issue to Chaos Customer Support and a Customer Support Request (ticket) is created.
2. Chaos Customer Support works with the Customer to determine if the issue is a product defect and will document the symptoms and the steps followed to duplicate the issue. A defect report of the issue is created.
3. Once the issue has been documented, it is escalated to a Chaos Engineering Manager for additional troubleshooting and diagnostics. Chaos Customer Support will continue to provide updates to Customer.
4. Upon completion of diagnosis and understanding of cause and definition of correction required, the issue will be assigned to a Product Development team.
5. The Product Development Team will schedule into the appropriate release cycle and determine an estimated date for the release of the fix.
6. Quality assurance verifies the fix and confirms the estimated deployment date for the specified defect.
7. Customer Support will provide updates to the Customer during the process and when the fix has been deployed.
8. Customer will verify the fix in their environment and confirm it reasonably corrects the defect.
9. The Customer Support Request will then closed.

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:

• The Chaos Platform does not perform substantially in accordance with the current documentation.
• The end-user is unable to make the Chaos platform perform substantially in accordance with the then-current documentation
• The end-user is unable to gain access to the Chaos Platform.
• The Chaos Platform does not appear to be operational or function as designed.

Examples of support requests that are NOT included (but not limited to):

• Issues arising where significant training is required to assist the customer. (These will require guiding customers to online education)
• Issues arising from the completeness, accuracy or quality of Customer’s data. (These can be resolved with a consulting services engagement)
• Bug defects caused by Internet browsers outside of Chaos’s supported browsers.
• For support requests not included, Chaos may respond to such requests on a time and materials basis.

Additional components of your Support Plan:

• New Releases: Features new capabilities and improvements in scalability and performance.
• Maintenance Releases: Incremental changes that address any issues with the Platform that have been reported by the customer or through Chaos’s own investigations.