Exhibit A
Support Services Plan
This Support Services Plan is available to customers with Professional and Enterprise tier subscriptions. Customer is responsible for evaluating any advice or guidance received from SDA as part of the support and for implementing any such advice and guidance. Support includes assistance with service-related technical issues, including login/access support and assistance with account and billing-related inquiries. In connection with the support services, in severe cases, Customer may grant SDA employees access to the Customer’s account. All support will be provided in English.
Contacting Support
Professional Tier
- Please contact: support@softwaredefinedautomation.io
- Please include your username and a description of the support request.
Enterprise Tier
Please contact your dedicated Technical Account Manager via email.
Upon receipt of a support request, the SDA support team will promptly confirm receipt of the support instance, open a problem ticket with a unique identifier, and classify the request in accordance with the priority level classifications below. SDA may request additional information (if necessary) from the Customer in order to properly determine such classification. SDA will use commercially reasonable efforts to meet the response times below:
Severity Levels
Severity Levels
- Severity Level 1 – Critical
Production down - Severity Level 2 – High
Business impaired - Severity Level 3 – Medium
Non-key business impacted
Professional Tier
- Response time:
24 hours (email) - Response time:
2 days (email) - Response time:
3 days (email)
Enterprise Tier
- Response time: 4 hours during business hours
Business hours: Mo-Fr: 9am-6pm CET - Response time:
24 hours (email) - Response time:
2 days (email)
Documentation for the Services is available at the following links: