This Apiable Support Policy and Service Level Agreement (“Policy”) describes Apiable’s support offering (“Apiable Support”) in connection with Customer reported bugs, defects, or errors in the Service (“Error(s)”). Apiable Support shall be provided in accordance with the written subscription agreement under which Apiable provides its API Portal as a Service as entered into by and between you (“Customer”) and Apiable (“Agreement”). Customer shall receive Community, Standard or Premier Support as designated in the applicable Order Form (“Support Level”). This Policy may be updated by Apiable from time to time. Capitalized terms not defined in this Policy shall have the meaning given to them in the Agreement.
As part of providing the services and as further described in the Documentation, Apiable has processes designed to perform robust testing and validation before each release to minimize Errors.
2. General Support Offering
Customer shall designate one primary contact who will have administrator privileges and may designate additional contacts (“Customer Contacts”). Apiable shall provide English-speaking remote assistance to Customer Contacts for questions or issues arising from any Error, as further described in this Policy, including troubleshooting, diagnosis, and recommendations for potential workarounds for the duration of Customer’s subscription to the applicable Service. Apiable shall also provide the specific entitlements as further described in this Policy and the tables below.
3. Contacting Apiable Support
Customer Contacts may contact Apiable Support by: (a) submitting the support request to firstname.lastname@example.org and designating the appropriate severity level according to Table 1 below, or (b) via the dedicated Slack channel in case of Premier Support. All Customer Contacts must be reasonably trained in the use and functionality of the Service and the Apiable Documentation and shall use reasonable diligence to ensure a perceived Error is not an issue with Customer equipment, software, or internet connectivity.
4. Submission of Support Cases
Each Support Case shall; (a) designate the Severity Level of the Error in accordance with the definitions in Table 1, (b) identify the Customer Account that experienced the error, (c) include information sufficiently detailed to allow Apiable Support to attempt to duplicate the Error (including any relevant error messages), and (d) provide contact information for the Customer Contact most familiar with the issue. Unless Customer expressly designates the Severity Level, the Support Case will default to Severity Level 4. If Customer believes the issue to be related to Client Software (as defined in the Agreement), then the Support Case shall also include the applicable Client Software log files. If Customer Contacts submit Support Cases related to enhancement or feature requests, Apiable shall treat those tickets as closed once the request has been forwarded internally.
5. Premier Support
If Customer is receiving Premier Support, the following shall apply in addition to the support description in Section 2 (General Support Offering):
a. Case Escalation. If Customer reasonably believes Apiable Support is not performing in a professional manner or is failing to provide timely responses in accordance with this Policy, Customer may escalate the Support Case using the support escalation process described at the Apiable Lodge (“Case Escalation”). Any Support Case escalated by Customer will be directed to Apiable’s management team for consideration.
6. Other Support and Training
Apiable also offers various support and training resources such as documentation, community forums, FAQs and user guides available on the Apiable website. Additionally, Apiable offers for-fee consultation and training services via Statements of Work.
TABLE 1: ERROR SEVERITY LEVEL DEFINITIONS
TABLE 2: SEVERITY LEVEL RESPONSE TIME TARGETS
7. Error Response
Upon receipt of a Support Case, Apiable Support will attempt to determine the Error and assign the applicable Severity Level based on descriptions in Table 1. Apiable shall use commercially reasonable efforts to meet the Initial Response Time Target for the applicable Severity Level, as measured during in-region Apiable Support hours set forth in Table 3 below (such hour(s), “Business Hour(s)” with the total Business Hours in an in-region support day being “Business Day(s)”). If the Customer Contact that submitted the Support Case is unresponsive or unreachable, Apiable may downgrade the Severity Level by one level. If Apiable’s Severity Level designation is different from that assigned by Customer, Apiable will promptly notify Customer in advance of such designation. If Customer notifies Apiable of a reasonable basis for disagreeing with Apiable’s designated Severity Level, the parties will discuss in an effort to come to mutual agreement. If disagreement remains after discussion, each party will escalate within its organization and use good faith efforts to mutually agree on the appropriate Severity Level
TABLE 3: GLOBAL APIABLE SUPPORT HOURS
Excluded Holidays for Sev 2-4(Standard) and Sev 3-4(Premier)
Recognized U.S. Federal Holidays
Recognized EMEA Bank Holidays
Recognized APAC Holidays
II. Service Level Agreement
“Average Daily Apiable Credits” is defined as Customer’s actual Apiable Credit consumption in the calendar month of the Cloud Provider Region in which the Service Level Failure occurred divided by the number of days in such month.
“Calendar Minutes” is defined as the total number of minutes in a given calendar month.
“Cloud Provider Region” is defined as the Region and Cloud Provider selected by Customer on an Order Form or as configured by Customer via the Service.
“Error Rate” is defined as the number of Failed Operations divided by the total number of Valid Operations. Repeated identical Failed Operations do not count towards the Error Rate
“Failed Operations” is defined as Valid Operations where the Apiable Service returns an internal error to Customer.
“Monthly Availability Percentage” is defined as the difference between Calendar Minutes and the Unavailable Minutes, divided by Calendar Minutes, and multiplied by one hundred (100).
“Unavailable” is defined as an Error Rate greater than one percent (1%) over a one-minute interval calculated across all Customer’s Accounts within each applicable Cloud Provider Region. The Error Rate is 0 when a Customer’s Account is inactive, i.e., when there are no Valid Operations in the one-minute interval.
“Unavailable Minutes” is defined as the total accumulated minutes when the Service is Unavailable
“Valid Operation” is defined as an operation that conforms to a) the Apiable Documentation; or (b) Service-use recommendations provided by Apiable Support personnel.
The Monthly Availability Percentage for the Apiable Service is ninety-nine and nine-tenths percent (99.9%) (“Service Level”). If the Apiable Service fails to meet the Service Level in a given month (“Service Level Failure”), then as Customer’s sole and exclusive remedy, Customer shall receive the applicable rebate set forth in Table 4 below (“Service Level Rebates”), credited against Customer’s usage within twenty-one (21) days of the calendar month in which the Service Level Failure occurred.
TABLE 1: ERROR SEVERITY LEVEL DEFINITIONS
III. Policy Exclusions
Apiable will have no liability for any failure to meet the Service Level to the extent arising from:
(a.) Customer’s failure to process Customer Data in the Service in accordance with Apiable’s recommendations for use of the Service — though, upon being notified of such a case, Apiable will endeavor to help Customer address the failure (e.g., with additional recommendations);
(b.) Customer or User equipment;
(c.) Third party acts, or services and/or systems not provided by or on behalf of Apiable. (For the avoidance of doubt, this exclusion (c) does not apply to the acts, services or systems of any “Cloud Providers”);
(d.) Force Majeure Events — i.e., any cause beyond such party’s reasonable control, including but not limited to acts of God, labor disputes or other industrial disturbances, systemic electrical, telecommunications, or other utility failures, earthquake, storms or other elements of nature, blockages, embargoes, riots, public health emergencies (including pandemics and epidemics), acts or orders of government, acts of terrorism, or war;
(e.) Evaluation or proof-of-concept use of the Apiable Service; or
(f.) Apiable’s preview features (e.g., beta functionality not intended for production use).