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Service Level Agreement - Cloud Compliance

Basic Support

Customer success is a top priority at Cloud Compliance. That’s why our Basic support includes everything that our customers would commonly need to get the most out of Cloud Compliance products.

 

Basic Support is included in our product licensing and there are no additional charges for it. It is recommended for customers with typical use cases and conventional requirements.

 

Here is what you get as part of the offering:

 

  • Service Level Agreement: Customers get support through the channels and in the response times documented in our Service Level Agreement section of this webpage. This ensures that everything runs smoothly. Access our support here https://cloudcompliance.app/service-level-agreement/
 
  • Product Knowledge base: Access to our well-documented product information to ensure that you can reconfigure the product as your business requirements change. Our Knowledge base is updated to reflect the new features, bug fixes, and upgrade steps. Access our knowledge base here https://cloudcompliance.app/docs/
 
  • New Release support: Customers are entitled to the newer versions of Data Masker at no extra fees. Our implementation team will assist you with any questions you may have about upgrading to a new release.

Premium Support

Customer success is a top priority at Cloud Compliance. That’s why we created Premium Support to help you quickly get the most value out of your investment. 

Premium Support is an optional offering and is highly recommended for large and complex orgs. Here is what you get as part of the offering:

 

  • Expert Coaching: Customers get access to our product management, product architecture, and implementation team. This allows you to leverage our in-house expertise when you want to upgrade or start using newer features post-go-live.

 

  • Designated Success Manager: Monthly scheduled touchpoints to review your open cases and training needs. You get direct access to the Success Manager to escalate or review your cases.

 

  • Source Code Escrow: Get legal rights to Source code access via our independent third-party source code escrow services to ensure business continuity & software maintenance in case of unforeseen circumstances.

Support Level Agreement

General: 

Users can submit cases over the Web or by email. PlumCloud Labs will use commercially reasonable efforts to promptly respond to and resolve each case. Actual resolution time will depend on the nature of the case and the resolution. 

 

A resolution may consist of a fix, workaround, or other solution in PlumCloud Labs’ reasonable determination.

 

Severity Levels:

Issues will be categorized and handled according to an assigned severity level. PlumCloud Labs will use commercially reasonable efforts to respond to each case within the applicable response time described in the table below, depending on the severity level set on the case.

Cooperation:

PlumCloud Labs must be able to reproduce errors in order to resolve them. Customers agree to cooperate and work closely with PlumCloud to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate.

 

Also, subject to the Customer’s approval on a case-by-case basis, Users may be asked to provide remote access to their PlumCloud Labs application and/or desktop system for troubleshooting purposes.