Support
Policy

This document (“Support Policy”) describes WarpStream’s support policies for customers using the WarpStream Platform. It provides a description of priority levels, policies, and response time expectations. Any capitalized terms that are not defined in this Support Policy have the meaning provided in the Agreement.

  1. SUPPORT SERVICES

    1. WarpStream offers support bundled with its Account Tiers. This Support Policy applies to all levels of Account Tier.

    2. WarpStream provides support through its online support portal. Only issues created in WarpStream’s support system are subject to the response time expectations defined in this Support Policy. All other conversations, such as Slack conversations, are exempt.

    3. WarpStream will provide Customer with a document with instructions for how to file support issues.

    4. Support requests will be prioritized in accordance with the following definitions:

      Definitions
      Severity Level 1 - “Urgent”
      Issues that render the software inoperative or completely non-functional or that substantially and materially compromise the integrity of customers’ data.
      Severity Level 2 - “High”
      Issues that substantially degrade the performance of the software or that materially and adversely affect use of the software.
      Severity Level 3 - “Medium”
      Issues that substantially degrade the performance of the software or that materially and adversely affect use of the software.
      Severity Level 4 - “Low”
      Non-critical issues, requests for enhancements, and general questions about functionality.

      During submission of a support request, Customer may assign a Severity Level to the request. WarpStream will review the support request within the targeted initial response time defined in this Support Policy, however, WarpStream may adjust the Severity Level if it believes that the initial Severity Level is incorrectly assigned based on the definitions in this Support Policy.

      Support requests received via email will initially have no Severity Level assigned. WarpStream will review requests submitted via email and assign an initial Severity Level, which can be amended by Customer if Customer believes that the initial Severity Level is incorrect.

    5. A “Response” is WarpStream’s first reply to a support request. The “Target Initial Response Time'' is the time elapsed between WarpStream’s receipt of a support request and the time that WarpStream provides a Response. The Target Initial Response Times are defined as follows:

      Account Tier
      Pro
      Enterprise
      Severity Level 1 - “Urgent”
      2 hours
      1 hour
      Severity Level 2 - “High”
      4 hours
      2 hours
      Severity Level 3 - “Medium”
      8 hours
      4 hours
      Severity Level 4 - “Low”
      24 hours
      24 hours

  2. Customer Responsibilities

    1. To enable WarpStream to provide support, Customer agrees to provide WarpStream with reasonable details related to the issue, and provide WarpStream with reasonable cooperation in diagnosing and resolving the issue. These details may include metrics, application logs, and other technical details pertaining to your environment.

    2. For Severity Level 1 and Severity Level 2 issues, Customer agrees to designate personnel to provide necessary information to diagnose the issue, and implement a fix in Customer’s environment if necessary.