Support Policy
CLIENT SUPPORT INFORMATION
YAMA actively monitors incident submissions from 9 AM EST to 5 PM EST Monday through Friday, excluding nationally recognized holidays in the United States and other country locations. Extended support hours are available for select industries/clients. Incident response service upgrades are available.
Customer may report errors or abnormal behavior of the service(s) by contacting YAMA via given support phone number, ticket system or email at [email protected] Customer will provide information and cooperation to YAMA as reasonably required for YAMA to provide Support. This includes, without limitation, providing the following information to YAMA regarding the Incident:
- Aspects of the Service that are unavailable or not functioning properly
- Incident's impact on users
- Start time of Incident
- List of steps to reproduce Incident
- Relevant log files or data
- Wording of any error message
YAMA Support personnel will assign a Priority Level to each Incident and seek to provide responses in accordance with the table below.
Priority Level | Description | Target Response Times |
Priority 1 | Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available. | 4 Hours |
Priority 2 | Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users. | 8 Hours |
Priority 3 | Non-critical issue; no significant impact on performance of the Service but user experience may be affected. | 1 Day |
YAMA Support personnel will assign a Priority Level to each Incident and seek to provide responses in accordance with the table below.
Priority Level | Description | Target Response Times |
Priority 1 | Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available. | 2 Hours |
Priority 2 | Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users. | 4 Hours |
Priority 3 | Non-critical issue; no significant impact on performance of the Service but user experience may be affected. | 1 Day |
YAMA Support personnel will assign a Priority Level to each Incident and seek to provide responses in accordance with the table below.
Priority Level | Description | Target Response Times |
Priority 1 | Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available. | 1 Hour |
Priority 2 | Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users. | 2 Hours |
Priority 3 | Non-critical issue; no significant impact on performance of the Service but user experience may be affected. | 1 Day |
YAMA Support personnel will assign a Priority Level to each Incident and seek to provide responses in accordance with the table below.
Priority Level | Description | Target Response Times |
Priority 1 | Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available. | 30 min |
Priority 2 | Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users. | 1 Hour |
Priority 3 | Non-critical issue; no significant impact on performance of the Service but user experience may be affected. | Same Day |
YAMA Support personnel will assign a Priority Level to each Incident and seek to provide responses in accordance with the table below.
Priority Level | Description | Target Response Times |
Priority 1 | Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available. | 15 min |
Priority 2 | Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users. | 30 min |
Priority 3 | Non-critical issue; no significant impact on performance of the Service but user experience may be affected. | 1 Hour |
YAMA will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of YAMA's reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.
If the Customer purchased services through a reseller, YAMA may have no obligation to provide Support depending on the Customer's agreement with the reseller and YAMA.
Last modified 1yr ago