Support and Service Levels Agreement
All support requests (each, a “Service Request”) should be filed with the
Improvado support portal at https://improvado.atlassian.net/servicedesk. On receiving a request, Improvado personnel are notified and an Improvado support agent will
respond within the perimeters set forth in this Support and Service Level Agreement (the “SLA”). The response will also send out an email to the ticket requester. Improvado support agents
are available based on the customer’s subscribed level to provide support for urgent issues as
per service level guidelines below. Capitalized terms not herein defined shall have the meanings
ascribed to them in the Master Service Agreement by and between Improvado and the Customer.
Definitions
Business Hours means 8:00 a.m. to 8:00 p.m. Eastern Time (ET).
First Response Time: this is the time taken by Improvado’s Support team to respond once the request has been submitted. This does not include the automated notification via email that you receive upon issue submission
Feasibility Response Time: this is the time taken by Improvado’s to provide a feasibility assessment of the request. Tracking starts from full provisioning of the requirements and information needed to Improvado (i.e. access to API documentation, etc.)
Implementation Time: this is the time taken by Improvado to complete the implementation or process the request. Tracking starts from full provisioning of the requirements, information and accesses needed to Improvado.
Data Extraction Component: is Improvado’s application component in charge of extracting data automatically from a specific Data Source.
Data Source: a data source is a specific system (or a third-party vendor) from which the data will be extracted and ingested into Improvado.io's Solution.
API Connector: is the application component of Improvado's Solution that provides the ability to establish a connection to a specific data source by providing the related credentials and/or parameters.
automatically extract the data from the data source relying on the data source'sAPIs
automatically load the data into Improvado's Solution Database
Flat-Data Ingestion: is the methodology applied to ingest data into Improvado's Solution without leveraging API connectors (i.e. CSV, Spreadsheets, FTP drops, etc.) Every single dataset is counted as separated Flat-Data Ingestion (e.g. spreadsheets with multiple sheets are counted separately).
Data Storage Component: is Improvado’s application component in charge of storing the data and providing access to it via SQL Access and/or push the extracted data to an external storage (destination).
Data Extraction Customization Services Request: is the service that covers all the customization and changes to the Data Extraction components in regards to the API Connectors, Report Types and Flat-Data ingestion.
Custom Data Source: is defined as a custom data source a data source that falls in one of the following criteria: the system or technology not publicly available on the market (aka legacy).
Support Users
Improvado will provide access at the Improvado’s Support Portal to the Customer’s employees named as Support Users. The number of Support Users included in the Annual commitment is related to the Support Level indicated in the Sales Order.
| Basic | Premium | |
|---|---|---|
| Number of Support Users | 1 | 5 |
Services in Scope
From the Customer Support and Customer Success perspective Improvado offers three (3) type of
services:
| Service Name | Description |
|---|---|
| 1. Core Services | Includes all the infrastructure and application components necessary to provide access to the data extracted from the data sources included in the SOW (as defined below). |
| 2. Product Usage Support | Generic support on product usage. |
| 3. Data Extraction Customization Services | Includes all the activities to extend or customize the Data Extraction component. |
1. Core Services
Includes the following solution components:
- Web Application - Improvado's web application, which provides customers with access to, viewing of, and control over Improvado's services. It allows users to easily access and manage their data integration needs through a user-friendly interface, providing real-time access to critical information and other insights. Improvado's web application is designed to meet the needs of businesses of all sizes and is backed by robust support and service level agreements to ensure maximum uptime and performance.
- Improvado Data Replication Services - is one of the core offerings that enables businesses to easily extract their data across multiple marketing platforms and systems, ensuring data consistency and accuracy. The service offers flexible scheduling options and real-time monitoring, allowing users to keep track of their data replication processes and make necessary adjustments as needed. Improvado's Data Replication service is designed to integrate seamlessly with other Improvado services, providing a comprehensive solution for businesses looking to streamline their data integration and management processes. For avoidance of doubt, it doesn’t include data delivery as well as configuration errors made by customer or source API issues.
- Improvado Storage (CH) via SQL Access - another core service that provides
users with secure and scalable storage solutions for their data integration needs. The service
is designed to meet the demands of businesses of all sizes, providing reliable,
high-performance storage that is easily accessible through SQL queries.
| Priority Code | Definition | Examples |
|---|---|---|
| Priority 1 – Urgent | All or a substantial portion of your mission-critical data is at a significant risk of
loss or corruption. Substantial loss of availability of the Improvado platform. Note: Any Urgent issue can be downgraded in severity once a workaround is available. | Connector broken (e.g. you are unable to run your business, >50% of connectors
broken, connector impacted has an SLA purchase) Warehouse is broken (e.g. Improvado-managed BigQuery Warehouse) |
| Priority 2 – High | Operations can continue in a restricted fashion, although long-term productivity might be adversely affected. A major milestone is at risk. Ongoing and incremental connectors are affected. A temporary workaround is available. | Major functionality is broken or misbehaving (Setup problem / access issues (e.g. user
error, check the spam folder, permission issue with `Improvado` user)) Data integrity (e.g. mismatch between source and destination, empty table not syncing) Connector Broken (e.g. are we saving state, non-business impact) Warehouse is broken (e.g. Whitelist IP Address, reconnect task, setup issues) |
| Priority 3 – Normal | There is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround. | A question about how to use a feature
Feature request (e.g. product enhancement that is key to business) |
| Priority 4 - Low | There is minimal impact to your business activities, indicating a minor issue or configuration change in the Improvado platform is required, other issues that do not affect the functionality of the Improvado platform or cosmetic issues. | Documentation link broken. Display problems. UI issues, relay bad color choice, works differently on each page. Content problems, misspellings, font variance, wrong text. |
Processing of Core Services Requests
Improvado will use commercially reasonable efforts to acknowledge receipt of the Service Request
within the targeted Response Time. Improvado will use commercially reasonable efforts to
diagnose the problem and provide a remedy that could take the form of eliminating the defect,
providing updates, or demonstrating how to avoid the effects of the defect within the Target
Resolution Time. Despite Improvado’s exercise of reasonable efforts, not all problems may be
solvable. The processing time will start from the date and time when Improvado acknowledges
receipt of the Service Request. If the Service Request cannot be solved within a commercially
reasonable timeframe, the Service Request may be escalated within Improvado. Customer’s
designated technical contact must be available to work with Improvado personnel during the
process of resolving the Service Request.
Coverage and Support Channels for Core Services Requests
Support coverage and response times are determined by the ticket’s severity and the support level specified in the Sales Order
| Coverage | Channel |
|---|---|
| Business Hours | Improvado Support Portal |
| Incident Severity | Coverage | Response Type | BASIC | PREMIUM |
|---|---|---|---|---|
| Priority 1 – Urgent | Business Hours | First Response | 1 Hrs | 1 Hr |
| Priority 2 – High | Business Hours | First Response | 4 Hrs | 2 Hrs |
| Priority 3 – Normal | Business Hours | First Response | 4 Hrs | 2 Hrs |
| Priority 4 - Low | Business Hours | First Response | 4 Hrs | 2 Hrs |
2. Product Usage Support
Product usage support provides customers with answers to product related questions, and provides troubleshooting guidance and tips related to issues incurred with the licensed Improvado Solutions.
Product support is an included service for Customers with a current active agreement for their Improvado products. Product support provides assistance in using Improvado’s products but does not include IT support, business analysis, individual training or consulting.
While it is impossible to detail all of the support services offered through product support, you can expect the following types of assistance:
- Assistance using general product functions
- Analysis and interpretation of product error messages
- Assistance in identifying product issues
- Provide technical data, workarounds, and patches
2.1 Product Support Limitations
Support services described in this SLA are only for Improvado’s products or services. This agreement does not provide support for customer servers/networks, computer operating systems or other third-party software not provided by Improvado unless specifically outlined in the license agreement. This includes, but is not limited to, configuring and maintaining reports or dashboard on 3rd party tools, of any data and software installed on the customer’s server(s); this is the sole responsibility of the customer.
Product support does not include in-depth training for existing or new employees or any application consulting. Product support provides answers to simple how-to questions related to the products and will provide limited information regarding standard industry processes. Product support cannot answer questions such as “I need to build a new dashboard, can you do that for me?” Help with these types of issues can be arranged through available training or professional services options.
3. Data Extraction Customization Services
In regards of customization requests to the Data Extraction component, the service includes the following:
| Service Name | Description |
|---|---|
| New API Connector | Includes the technical analysis and implementation of a new API Connector. |
| New Report Type | Includes the technical analysis and implementation of a new Report Type for an existing API Connector (e.g. new combination of dimensions / metrics) |
| Change Report Type | Includes the technical analysis and implementation to change the structure of an existing Report Type (e.g. add a new metrics). |
| Flat-Data Ingestion | Includes the configurations to automate the ingestion of the data without leveraging on API Connectors. (e.g. csv, spreadsheets, etc.) |
| New MCDM Data Source | Technical analysis and implementation of mapping of the new Data Source for the MCDM. |
| MCDM Custom Mapping | Analysis & customization of fields mapping in MCDM upon the customer's request. |
Processing of Data Extraction Customization Services Requests
Improvado will use reasonable efforts to acknowledge receipt of the Service Request within the targeted Response Time. Improvado will use commercially reasonable efforts to analyze the request, confirm the technical feasibility, and the implementation.
Data Extraction Customization Requests will be processed and executed during Business Hours only.
While Improvado makes no definitive time frames in which these requests will be completed,
Improvado is willing to provide the following estimates
| BASIC | PREMIUM | ||
|---|---|---|---|
| New API Connector | First Response Feasibility Response Implementation | 4 Hrs 1 week 8 weeks | 2 Hrs 4 days 4 weeks |
| New Report Type | First Response Feasibility Response Implementation | 4 Hrs 4 days 6 days | 2 Hrs 2 days 3 days |
| Change Report Type | First Response Feasibility Response Implementation | 4 Hrs 4 days 6 days | 2 Hrs 2 days 3 days |
| Flat-Data Ingestion | First Response Feasibility Response Implementation | 4 Hrs 24 Hrs 4 days | 2 Hrs 8 Hrs >2 days |
| New MCDM Data Source | First Response Feasibility Response Implementation | 4 Hrs 1 week 8 weeks | 2 Hrs 4 days 4 weeks |
| MCDM Customer Mapping | First Response Feasibility Response Implementation | 4 Hrs 4 days 4 weeks | 2 Hrs 2 days 2 weeks |
| Concurrent requests | 2 | 4 |
Concurrent Data Extraction Customizations Requests
Improvado will process the Data Extraction Customization Requests according to the
prioritization given by the Customer. The number of concurrent requests included in the Annual
commitment is related to the Support Level indicated in the Sales Order.
Terms & Conditions
Data Extraction Customization Credits Usage Calculations
The Data Extraction Customization Credits included in the annual commitment are calculated accordingly to the start date and end date of the Sales Order. The calculation includes the total number credits used for each submitted request. The number of annual credits is stated in the Sales Order. Customer can request additional Credits at the price stated in the Sales Order.
Vendors’ fees on API endpoints usage
In case a specific third-party vendor applies fees for the utilization of a specific API endpoint, also known as Premium API, such fees are not part of Improvado’s Subscription fees and will be charged to Customer as a separate line item in the invoice unless paid directly by the Customer.
Limited Liability
Improvado won’t be held responsible for any changes applied from the Data Source vendors in terms of data availability or data extraction that can impact the execution of the service. (i..e. metrics or dimension deprecations, no automated export availability, etc.).
Right to Modify Targeted Response Times
Improvado reserves the right to alter the targeted Response Times, from time to time, using reasonable discretion but in no event may such alterations result in: (a) diminished support from the level of support described herein; (b) materially diminished obligations for Improvado; or (c) materially diminished rights of Customer. Improvado will provide Customer with 60 days prior written notice of any material changes to the targeted Response Times identified herein.
Right to Discontinue or Modify Support
Improvado has the right to alter, or discontinue the manufacture and development of any of the Products and the support available for those Products, at any time in its sole discretion, provided that Improvado agrees not to discontinue the support services described in this SLA for an Improvado service or product during Customer’s then-current, paid for, support term, subject to the termination provisions in the Master Service Agreement between Customer and Improvado, or these terms and conditions. In no event will such alterations made to support during Customer’s then-current support term result in: (a) diminished support from the level of support set forth herein; (b) materially diminished obligations for Improvado; or (c) materially diminished rights of Customer. Improvado will provide Customer with sixty (60) days prior written notice of any material changes to the support services contemplated herein.