Business Intelligence 101 Technical Support Services Guidelines and Service Level Agreement
The following technical support services guidelines apply to support services for your Google Apps for Business Agreement, Google Apps for Education Agreement, and Postini Services Contract, entered into by and between Bi101 and Customer.
Technical Support Guidelines
1.1 Bi101 strives to resolve quickly and effectively all technical support inquiries that may arise in connection with configuring and using our products according to the established Service Level Agreement outlined in this document.
1.2 Customer Effort to Fix Errors. Before submitting a request to Bi101, customers should use reasonable efforts to study reference materials in the Bi101 Knowledgebase, product documentation, and online answers to Frequently Asked Questions (FAQ).
1.3 Third Party Support. Bi101 cannot resolve problems concerning the maintenance of a third party product.
1.4 Priority. Technical support requests are processed on a first-come, first-served basis. Bi101 reserves right to assign different priority level for each support request.
1.5 Request Acknowledgement. Bi101 may respond to a request by acknowledging receipt of the request. Customer acknowledges and understands that Bi101 may be unable to provide answers to, or resolve all, requests.
1.6 Feature Requests. If Bi101 deems a request as a Feature Request, Bi101 will forward such requests to the development department or vendor for consideration to add to a future update or release of the Services and will consider the matter closed. Bi101 is under no obligation to respond to or resolve any Feature Request or guarantee inclusion of any such Feature Request in any future product update or release.
2.1 Submitting Requests. Technical support requests can be created in any of the following ways:
- By creating a case on our web page at http://www.bi101.com/support
- By sending an email request to us at email@example.com
2.2 Support hours. For customers with Platinum level support contracts, Bi101 support is available 24 hours a day 7 days a week. Level 3 support technicians are available to help you over the phone from 5:00 AM to 5:00 PM PST, Monday through Friday. While, support inquires from 5pm - 5am PST and weekends are handled by Level 1 support staff, case escalation is always available and delivered via call back. Support requests can be submitted online at bi101.com/support or by e-mail to firstname.lastname@example.org 24 hours a day, 7 days a week.
2.2.1 After-hours technical support. Customers with standard support contracts, may request after-hour support on a per-hour basis. Please be aware that there is a $225/hour charge for any after-hours service.
2.3 The following reasons can delay or abort consultancy:
2.3.1 The following issues are beyond the technical support scope:
2.4 Response Time. The problem resolving period depends on problem complexity, current technical support workload, and the potential need to handle the request to the development department or vendor. Requests are usually handled in less time than stated in this SLA agreement.
2.4.1 Technical support requests from users with valid support contract will be responded to with an initial target response time of 2 business days or less.
2.4.2 Technical support requests from users with per-incident support agreement have to be transferred to the account manager. A statement of work and estimate will have to be signed before the support request can be addressed.
2.4.3 If an urgent request has to be made, please contact Bi101 via phone.
3.1 Language. The parties agree that all support provided by Bi101 to Customer pursuant to these Guidelines will be provided in the English language.
3.2 Term of Support. Bi101 will only provide the technical support services described in these guidelines during the term of the agreement and will have no obligation to provide any support services to customer after the expiration or termination of such Agreement.