Instabase Support Policy

TECHNICAL SUPPORT CONTACT INFORMATION

1.1 Customer may contact Instabase Support by:

  1. sending an email to support@instabase.com, or  
  2. creating a support ticket on our Support Portal (https://support.instabase.com/hc/en-us/requests/new)
  1. TECHNICAL SUPPORT CONTACT INFORMATION

2.1 Customer agrees to provide Instabase with reasonable:

  1. detail of the nature and circumstances surrounding the issue to allow Instabase Support to attempt to duplicate the error,
  2. access to the Customer’s environment as necessary to enable Instabase to provide Support, and
  3. cooperation in the diagnosis and resolution of any errors.

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

  1. the issue is resolved,
  2. downgraded to a lower severity level, in which case status updates will be provided in accordance with the update guidelines applicable to the new severity level, or
  3. the parties agree on an alternative update schedule.

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.

FEATUREBASICENTERPRISE
Support Portal Access
Online repository of documentation, guides, best practices, and more.
YesYes
Updates* & Patches
Receive updates, bug fixes, and patches.
YesYes
Service Level Agreement (SLA)
Receive support responses according to issue severity.
Initial Response Time†Initial Response Time†
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
Severity Level 2 (Business Critical)
Production issue where the system is functioning but in degraded or restricted capacity, and
There is either no workaround is currently available or the workaround is inconvenient to use
1st contact response
time: within
1 business day
1st contact response
time: within
4 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
Severity Level 4 (Minor)
Minor impact to your development 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
Support Service Hours
Live support during the customer’s choice of time zone.
9:00 am — 6:00 pm,
Business Days**
Severity
1 & 2: 24x7x365;
Severity
3 & 4:
9:00 am — 6:00 pm,
Business Days**
Max Number of Technical Contacts#
The number of technical contacts registered with Instabase to request and receive support.
210

* 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.

† 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.

** 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).

#  Customer 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.