# Support Policy & SLA's ## A. Support Hours YAMA and/or its partners generally monitor(s) 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. ## B. Incident Submission and Customer Cooperation Customer may report errors or abnormal behavior of the service(s) by contacting YAMA via given support **phone number, ticket system or email at ** (or as given by it's vendor partner(s)) 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 ## C. Standard Tier - Incident Response 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 | ## D. Plus Tier - Incident Response 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 | ## E. Premier Tier - Incident Response 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 | ## F. Elite Tier - Incident Response 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 | ## G. Platinum Tier - Incident Response 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 | ## H. Exclusions 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. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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