The Cloud Sundial Subscription Support Policy applies to Customers with active agreements in place with Cloud Sundial Limited (“Cloud Sundial”) for FormulaShare Enterprise or Unlimited. Support is available Monday-Friday 9am-5.30pm UK time. For all issues, representatives of the Customer (“Users”) must submit details by email to formulashare@cloudsundial.com.
As part of a submitted issue, Users should provide the following details:
- Company name
- Contact information
- Details of scope and impact of issue
- Details of how to reproduce an issue (where relevant)
A representative from Cloud Sundial will use commercially reasonable efforts to call or e-mail the User within two (2) business days and will use commercially reasonable efforts to promptly resolve each case. Actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solution in Cloud Sundial’s reasonable determination.
- REPRODUCING ERRORS
Cloud Sundial must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with Cloud Sundial to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested and appropriate. Also, subject to Customer’s approval on a case-by-case basis, Users may be asked to provide remote access to a sandbox or production Salesforce org to their Cloud Sundial representative for troubleshooting purposes.
- ESCALATION / SEVERITY LEVELS
Reproducible errors that cannot promptly be resolved will be prioritised for further investigation and analysis. Issues will be generally categorized and handled according to an assigned severity level, as follows:
Level 1 – Critical
Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available.
Level 2 – Urgent
Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available. Also includes time-sensitive requests such as requests for feature activation or a data export.
Level 3 – High
System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.
Level 4 – Medium
Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround available. Resolution required as soon as reasonably practicable.
- EXCLUDED ITEMS
The Cloud Sundial Subscription Support Policy does not include any of the following:
- Assistance in developing User-specific customizations
- Troubleshooting of issues affecting use of Cloud Sundial products which have been identified by Cloud Sundial and/or the Customer as having an underlying cause outside of Cloud Sundial’s product functionality
- Assistance with non-Cloud Sundial products, services or technologies, including implementation, administration or use of third-party enabling technologies
- CHANGES TO POLICY
Cloud Sundial may change this Subscription Support Policy from time to time in its sole discretion.