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Support

Customer Support

Customer Support 2022.9.7 v1.0

Purpose

The Customer Support policy is designed to ensure that all customers receive prompt, professional, and courteous support. This policy provides an overview of the support and maintenance policies, which are part of the Lightbend Subscription and Product worldwide offerings.

Scope

This policy applies to all customers participating in Lightbend’s Subscription Plans and is applicable to all employees and contractors who deal with customers.

Lightbend’s goal is to ensure the success of each customer. Customers may use Lightbend Support to ask questions in addition to report bugs. Lightbend Support will provide guidance on the use of Lightbend technologies. Support does not include code or architectural reviews in depth, nor does it include writing any application code. For services like these, the customer can engage Lightbend’s Professional Services team.

Policy

Lightbend is committed to providing the best possible support to all customers. Lightbend strives to resolve customer queries and requests as soon as possible and to keep customers informed throughout the process.

Customers with Lightbend subscriptions will get support and access to the Customer Portal where the customer may submit support cases and view the Lightbend knowledge base, security alerts, documentation, and other technical content.

All support interactions will be conducted in English.

Support cases may be submitted for experimental features, however, expected response times below do not apply in this case.

Support Classifications

Lightbend offers Production, Developer and Basic support. Production Support satisfies the requirements of deployed applications while Developer support assists during the development of the application. Production support is available in 2 different options: 24/7 and Production. These production options differ in degree of responsiveness and the times that incident reports cans be acknowledged. The Support Levels are:

Support Description
24/7

24/7 support is geared towards enterprise customers who have a requirement for “around-the-clock” support. This option provides Customer Support 2022.9.7 v1.0 customers with 24 hours per day, 7 days per week, 365 days per year coverage for production outages (Severity 1). 24/7 support is ideal for mission critical applications.

To expedite response, Lightbend has specific instructions for reporting 24/7, Severity 1 incidents, including a special hotline phone number. Special instructions are provided to subscribers with 24/7 support; these instructions must be followed to assure the 1 hour response time.

Developer

Developer support is for assistance during the development phase of an application. Developer support is not for production systems.

Basic

Basic support is for online-only support for bug reporting and fixes/workarounds.

The number of support incidents is unlimited for all classifications.

Support Contact Information

Severity Levels

Incident severity levels are a measurement of the impact an incident has on the business.

Severity Description Lightbend Response
Severity 1

An Error in the Software which severely affects the overall production performance of the Software’s function or process, such that a production system is non-functional and no procedural work-around exists.

Only applicable in production environments.

Lightbend will work continuously on Severity 1 incidents until a workaround or system recovery is successfully implemented and either the incident is closed or the severity is reduced. When required, Lightbend will provide a patch release to resolve Severity 1 incidents.

Severity 2

An Error in the Software which materially affects the overall production performance of the Software’s function or process so that the function or process is noticeably impaired, but where business operations continue.

Only applicable in production environments.

Lightbend will work to provide a resolution to Severity 2 incidents by a reasonable date agreed to between Lightbend and the Customer. When required Lightbend will provide a patch release to resolve Severity 2 incidents.

Severity 3

An Error that does not materially affect the overall performance of a production function or process. This may include a minor issue with limited loss or no loss of functionality or impact to Customer's operations.

Lightbend will work to provide a resolution to Severity 3 incidents in an Upgrade release.

Severity 4

An Error encountered in a nonproduction environment, general usage questions, and documentation errors.

Lightbend will work to provide a resolution to Developer incidents in an Upgrade release.

Response Times

For customer support for products/service not hosted by Lightbend, Lightbend will use commercially reasonable efforts to provide an acknowledgment of a reported Issue to Customer and respond within the target time frames specified below (“Response Time“).

While not making a guarantee or warranty, Lightbend will make commercially reasonable efforts to respond to Error reports within the timeframes outlined in the tables below for each Support level.

24/7

Severity Target Response Time Target Work Around Time
Severity 1 1 hour, any time of day (24 x 7 x 365) 72 hours
Severity 2 4 business hours 5 business days
Severity 3 1 business day Future release

To expedite response, Lightbend has specific instructions for reporting 24/7, Severity 1 incidents, including a special hotline phone number. Special instructions are provided to subscribers with 24/7 support; these instructions must be followed to expect the 1 hour response time.

Production

Severity Target Response Time Target Work Around Time
Severity 1 4 business hours 3 business days
Severity 2 1 business day 5 business days
Severity 3 2 business day Future release

Because there are fixed times during which an incident can be reported, the response time shown is not necessarily contiguous. For example, if an incident is reported at 5:00PM on a Friday afternoon, it may be as late as the following Monday morning before a response is issued.

Developer

Severity Target Response Time Target Work Around Time
Severity 4 1 business day Future release

Because there are fixed times during which an incident can be reported, the response time shown is not necessarily contiguous. For example, if an incident is reported at 5:00PM on a Friday afternoon, it may be as late as the following Monday morning before a response is issued.

Basic

Basic support is the minimum level of support Lightbend provides, applicable to only certain categories of customers. This is “bug fix” level online support to assist with Errors, and does not include the wide degree of advice typically supplied with Lightbend’s other support levels.

Support Availability

Lightbend provides support to customers worldwide. Each customer will be designated a regional support center that best matches the customer’s time zone. Response times are dictated by the time zone of the customer’s designated support center. Support hours are 08:00 to 18:00, Monday through Friday, within the time zone of the designated regional support center. Daylight savings time changes apply within each center’s time zone. Holidays are regional and are itemized below. Lightbend provides support in the following support centers:

Support Center Time Zone/Holidays
Australia

Time Zone: Australian Eastern Time (AET)

Holidays: New Years Day, Australia Day, Good Friday, Easter Monday, Anzac Day, Queen’s Birthday, Labour Day, Christmas Day, Boxing Day.

Central Europe

Time Zone: Central European Time (CET)

Holidays: New Years Day, St Berchtold, Good Friday, Easter Monday, Ascension, Whit Monday, Swiss National Day, Federal Fast holiday, Christmas Day.

US East

Time Zone: Eastern Time (EST)

Holidays: New Years Day, Martin Luther King Day, President’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Day.

US Pacific

Time Zone: Pacific Time (PST)

Holidays: New Years Day, Martin Luther King Day, President’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Day.