Instabase Support Policy

1.1 Customer may contact Instabase Support by:

2.1 Customer agrees to provide Instabase with reasonable:

2.2 After the initial response, Instabase will provide status updates on the issue until:

2.3 The severity level will be established based upon customer’s request, and Instabase’s reasonable determination of the severity level of the request. Unless the customer expressly designates the severity level, the support case will default to Severity Level 4.

2.4 For a support ticket awaiting a customer’s response for five (5) days or more, Instabase will send periodic notifications to the customer requesting a response. If no response is received by Instabase within twenty (20) days from the date of the customer’s request, the ticket will be closed with the customer being notified accordingly. Should a customer need additional help, a new request may be initiated by the customer.

2.5 Instabase strives to provide its customers with the highest level of service. To that effect, Instabase will work diligently and use commercially reasonable efforts, at all times, to resolve any issues or concerns that our customers identify.

Service Level Agreement (SLA) Response Times by Tier

SERVICE LEVEL AGREEMENT (SLA)	SILVER	GOLD	PLATINUM
Service Level Agreement (SLA) Receive support responses according to issue severity.	Initial Response time1	Initial Response time1	Initial Response time1
Severity Level 1 (Blocker) • Production system is down or is so severely impacted that routine operation is impossible, and  • There is no workaround currently available.	1st contact response time: within 4 business hours	1st contact response time: within 1 hour	1st contact response time: within 30 min
Severity Level 2 (Business Critical) • Production issue where the system is functioning but in degraded or restricted capacity, and • There is either no workaround currently available or the workaround is inconvenient to use.	1st contact response time: within 1 business day	1st contact response time: within 4 hours	1st contact response time: within 2 hours
Severity Level 3 (Major) • Development system is down or is so severely impacted that routine operation is impossible. • Minor impact to your production system where the issue is identified and does not prevent routine operation.	1st contact response time: within 2 business days	1st contact response time: within 1 business day	1st contact response time: within  4 business hours
Severity Level 4 (Minor) • Minor impact to your dev system. • Reporting issues with beta or non-production application. • Requesting information or a feature request.	1st contact response time: within 2 business days	1st contact response time: within 2 business days	1st contact response time: within 1 business day

Support Specifics for Each Support Tier

COMMON FEATURES	SILVER	GOLD	PLATINUM
Support Service Hours Live support during the customer’s choice of time zone.	9:00 am — 6:00 pm, Business Days2	Severity 1 & 2: 24x7x365; Severity 3 & 4: 9:00 am — 6:00 pm, Business Days2	Severity 1 & 2: 24x7x365; Severity 3 & 4: 9:00 am — 6:00 pm, Business Days2
Support Portal Access Online repository of documentation, guides, best practices, knowledge center and more.
Updates3 & Patches Receive regular updates, bug fixes, and patches.
Max Number of Technical Contacts4 The number of technical contacts (customer employees) registered with Instabase to request and receive support.	2	10	30
Screen Share Sessions Screen-share sessions with customers to reduce miscommunications and delays during issue(s) debugging.
Customer Onboarding & Enablement Instabase offers a brief administrative training session on utilizing Zendesk and understanding common errors.
Designated Customer Success Manager (CSM) The designated CSM partners with customers to understand their challenges and objectives, coordinating with internal teams to ensure their well-being and success.
Designated Customer Success Architect (CSA) Designated CSA works closely on the customer’s technical needs, challenges and objectives to accelerate the desired outcome.
Architectural Guidance Consultative architectural guidance for on-premise resourcing and configuration up to twice a year.
Quarterly Health Checks On customer’s request quarterly review of the customer’s environment to help prevent outages and ensure best practices are followed.
On-Site Support Availability of CSA on-site visits for critical discussions/issues up to twice a year and each visit for a maximum of 2 business days.
Priority Case Handling Priority responses on cases for a faster turnaround time.

1. Initial Response Time means that Instabase acknowledges receipt of the support ticket. It does not mean that Instabase will be able to resolve the issue within that time frame. Instabase does not warrant resolution times.

2. In-region support business hours are Monday through Friday from 9:00 AM to 6:00 PM in the customer’s choice of local time zone across North America in EST (excluding US Federal Holidays), EMEA in GMT (excluding UK Bank Holidays), or APAC in IST (excluding recognized APAC Holidays).

3. If you are hosting the Instabase platform within your environment, you are responsible for installing any updates, although you may choose to engage Instabase on a services engagement to assist with or perform such installation. We are only required to support a given version of the software for a year from the date of its commercial release.

4. Customers will designate one primary individual and their allotted number of technical contacts pursuant to the applicable plan limits (above), with current phone and email contact information. Such technical contact personnel shall serve as the sole liaison(s) with Instabase to request and receive support. To avoid interruptions in support, the customer shall notify Instabase when the responsibilities are transferred from the primary individual/contact to another individual.