Support – Production Environment

This section outlines support availability from


  • Support availability related to the Production environment. will endeavor to respond to live support tickets in the timeframes shown below, and we aim to beat these targets in 80% of cases. Over the past 4 quarters, has consistently met, or beaten, these timescales in 95% of cases.

Impact - Response Matrix





Target Resolution


Critical production server issue and no workaround is immediately available.
● Until this error is resolved the server’s use is essentially halted for all or majority of attributes.
● Critical issues may require Client to have resources available to work on the issue on an ongoing basis with

4 hours

Every 4hours

24 hours


Error renders essential functionality of the production environment to be impacted or significant performance degradation is experienced.
● Operations can continue in a restricted fashion for the majority of functionality, although long-term productivity might be adversely affected.
● New developments are at risk. Ongoing and incremental updates are affected.
● A temporary workaround is available.

1 business day

Every business day

7 business days


Partial, non-critical loss of functionality with a medium-to-low impact on your business.
● Impacts limited set of functionality but allows the usage of app for majority of functionality.
● New development milestones are at minimal risk.
● Short-term workaround is available, but not scalable.

24 hours

Every week

21 business days


Related to routine technical issue; error considering infrequent scenario and cannot be reproduced easily and does not impact business operations.
● Does not impact the daily use of the prediction API.
● Acceptable workaround available.

48 hours


Next update


  • Issues may be reported through email ( or in case of critical issues through phone (details included in following section).
  • will make every effort to achieve the target resolution time, however, the time needed to provide a correction may vary depending on the amount of update and testing needed for the correction. Resolution and Target Resolution times are based on US working days (excluding holidays).
  • Client Team will ensure that a resource is assigned to work with support team to provide information or verification on an ongoing basis, until the issue is resolved – more specifically related to Critical impact issues.
  • Both parties may agree that due to technical dependencies and other factors, certain errors classified as Medium and Low may be resolved in the next release rather than in a production patch.
  • In the event an error is caused by the underlying 3rd party vendor and needs support from them (for e.g. Google Cloud for infrastructure) then this issue is driven by the timelines and SLAs the 3rd party vendor commits to.
  • All issues / defects as part of model development / related to the staging environment will be handled separately.

Planned Downtime

Planned downtime (System Maintenance and Updates):

  • Any System maintenance (other than critical updates) will be done outside of US EDT working hours / post 9PM US EDT.
  • In the initial stages additional release updates may be needed. In the regular production phase, we envision typical releases to be at monthly frequency.
  • Currently, Planned Maintenance is four (4) hours for monthly maintenance
  • will plan monthly maintenance post 9PM US EDT.

All times are subject to change upon thirty (30) days’ notice and any such change shall not lengthen the duration of the associated maintenance window.

Contact details and Escalation:

Escalation level




Support Team


Additional Escalations to be provided by your Account Manager


  1. Please keep your key contacts in loop on all escalation mails.
  2. All escalation communication should be initiated on mail, followed by phone call - if required.
  3. Additional channels for escalation / support to be discussed for example Slack and WhatsApp group.


These Support levels do not apply to any performance or availability issues:

  1. Due to factors outside our reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to our data centers, including at your site or between your site and our data center);
  2. That result from the use of services, hardware, or software not provided by us, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services;
  3. In the event an error is caused by the underlying 3rd party vendor and needs support from them (for e.g. Google Cloud for infrastructure) then this issue is driven by the timelines and SLAs the 3rd party vendor commits to.
  4. Caused by your use of a Service after we advised you to modify your use of the Service, if you did not modify your use as advised;
  5. That result from your unauthorized action or lack of action when required, or from your employees, agents, contractors, or vendors, or anyone gaining access to our network by means of your passwords or equipment, or otherwise resulting from your failure to follow appropriate security practices;
  6. That result from your failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or your use of the Service in a manner inconsistent with the features and functionality of the Service (for example, attempts to perform operations that are not supported) or inconsistent with our published guidance;
  7. That result from faulty input, instructions, or arguments (for example, requests to access files that do not exist);
  8. That result from your attempts to perform operations that exceed prescribed quotas, if applicable, or that resulted from our throttling of suspected abusive behavior.