This Decoder Support Policy ("Policy") is incorporated into and forms a part of your agreement with Decoder with respect to your use of the Software ("Agreement"). This Policy describes Decoder's support policies applicable to Customer reported Issues, Errors in the Software, and Feature Requests.
1. Definitions
The following terms have the following meanings when used in this Policy. Any capitalized terms that are not defined in this Policy have the meaning provided in your Agreement.
1.1. Error
"Error" means a reproducible failure of the Decoder Platform to perform in substantial conformity with the documentation.
1.2. Issue
"Issue" means a question, concern, or request that is not a result of an Error.
1.3. Production Environment
"Production Environment" means an environment serving your end users or customers.
1.4. GA Release Date
"GA Release Date" means the generally available ("GA") release date.
1.5. Severity Levels:
Severity Level 1
"Severity Level 1" refers to an Error that impacts Customer's Production Environment, where the Software is nonresponsive or seriously impaired or Customer's production data is lost or destroyed, and there is no workaround currently available. The Decoder Support Team will provide a root cause analysis report within 1 week of the resolution of a Severity Level 1 Issue or Error.
Severity Level 2
"Severity Level 2" refers to an Error where the Software is moderately impaired. The Customer's system is functioning but in a reduced capacity, and there is no workaround currently available or the workaround is cumbersome to use.
Severity Level 3
"Severity Level 3" refers to an Error or Issue that has been identified but does not prevent normal operation of the Customer's system, or where the situation may be temporarily circumvented using an available workaround. A Severity 3 case does not need to be related to a Production system. No data has been lost and the system has not failed.
Severity Level 4
"Severity Level 4" refers to non-critical Errors or Issues, including general questions, Issues and Errors in non-Production Environments, and requests for enhancements to the Software.
1.6. Versioning Scheme:
"Major Release"
"Major Release" means a version of a Decoder product identified by a change in the number to the left of the first decimal point (X.x.x). Major Releases may contain backwards breaking compatibility changes to the product.
"Minor Release"
"Minor Release" means a version of a Decoder product identified by a change in the middle number in between the two decimal points (x.X.x). Minor releases preserve full backwards compatibility within a Major Release.
"Patch Release"
"Patch Release" means a version of the Decoder Platform identified by a change in the number to the right of the second decimal point (x.x.X). Patch versions preserve full backwards compatibility within a Major Release.
1.7 Customer
"Customer" refers to any organization or entity that has entered into a License, Cloud Services, or Reseller agreement with Decoder.
1.8 Feature Requests
"Feature Requests" refer to formal requests for additional capabilities, features, or functionality to be added to Decoder Products. These requests are prioritized and implemented at the discretion of Decoder.
2. Communication Channels
2.1 E-mail
E-mails sent to [email protected] will create a Service Desk issue.
3. Initial Response Goals
For Support pricing Information please contact your Decoder account representative.
| INITIAL RESPONSE TIME | |
|---|---|
| Severity 1 | 2 support hours |
| Severity 2 | 6 support hours |
| Severity 3 | 1 business day |
| Severity 4 | 2 business days |
| RESOLUTION | |
| Severity 1 | Business hours |
| Severity 2 | Business hours |
| Severity 3 | Business hours |
| Severity 4 | Business hours |
| SUPPORT HOURS | 09:00–17:00 · Mon–Fri (PT) |
4. Support Limitations
Support is only available in English. Decoder has no obligation to provide any Support to Customer: (i) for any software, hardware or other element of the Customer environment not provided by Decoder; (ii) if Customer or a third party has altered or modified any portion of the Software beyond reasonable configuration options; (iii) if Customer has not used the Software in accordance with documentation or instructions provided by Decoder, including failure to follow implementation procedures; (iv) or if Customer is running a version of the Software that has reached End-of-Life.
5. Customer Requirements
5.1. Reasonable Cooperation
To enable Decoder to provide Support, you agree to: (i) provide the Decoder Support Team with reasonable detail of the nature of and circumstances surrounding the Issue or Error; (ii) provide the Decoder Support Team with reasonable access to your environment as necessary; and (iii) provide the Decoder Support Team with reasonable cooperation in the diagnosis and resolution of any Issues and Errors.
Diagnostic Data
All diagnostic data, including but not limited to logs, metrics, and screenshots shared with the Decoder Support Team are retained in our support tooling indefinitely. Diagnostic data may be deleted upon request.
6. Notifications
Customers shall be notified of any amendments made to this policy, via email, a minimum of 90 days prior to the effective date of those amendments.