Unleash Support Level Agreement (SLA)

Unleash offers clients the opportunity to acquire a support agreement plan alongside their service contract, affording them access to specific Service Level Agreements and Service Targets. Customers who enroll in our Enterprise Subscription Plan are granted the Diamond Plan with no additional fees. 

The principal Service Level Agreement (SLA) accessible to customers is the Response Time SLA. Once an issue is submitted through the authorized Incident submission system, customers can expect to receive a response from Unleash Support by the specified SLA deadline or earlier.

Resolution Time is determined from the moment Unleash Support and the Customer mutually agree that a fix is necessary until the time when it is successfully delivered.
Incident Submission
Incidents can be submitted to Unleash via our dedicated email address support@unleash.so or via customer direct Slack/Team connection. Unleash may offer other channels for support collaboration including email, phone or online chat which are not entitled to SLA’s. Incidents may only be submitted by Designated Support Contacts as identified by the Customer.
Hours of Operation
Unleash Support offers Support Services to Customers from its support centers located in California and/or Tel Aviv. The standard operating hours for Support are from 8:00 am to 5:00 pm Pacific time. Each Unleash Support location observes standard national holidays, leading to adjustments in SLA and Service Target dates and times as necessary. Unleash Support provides 24x7 support specifically for Critical issues.
Priority Levels
Critical
Critical Unleash functionality is entirely inaccessible, resulting in a significant impact on the Customer’s business or operations, or indicating a security breach.  
Examples of Urgent Priority events comprise:
  • None of the Unleash indexed data sources are accessible for search operations.
  • An incident involving security breach is identified within the Unleash infrastructure.
  • Unleash Search is causing adverse effects on other vital business applications.
  • Access to Unleash Search is unavailable for all users.
High
The interruption, degradation, or non-functionality of Critical Unleash features severely affects the Customer's business or operations.
Examples of High Priority incidents comprise:
  • Unleash Search is inaccessible to a subset of users or intermittently accessible to all users.
  • Certain Unleash indexed data sources are unavailable for search operations.
  • A recent Unleash release resulted in adverse effects on existing business application.
Normal
Unleash functionality experiences interruptions, degradation, or becomes unusable, causing a slight impact on the Customer's business or operations.
Examples of Normal Priority incidents include:
  • Unleash Search intermittently accessible to certain users.
  • Incomplete or unusually truncated search results from recognized indexed data sources.
  • General interface issues such as User Interface or API glitches.
Low
Non-critical inquiries or issues, not impacting Customer’s business operations.
Examples of Low Priority events include:
  • Unleash Search quality is degraded.
  • Unleash Search is missing known, good documents in search results.
  • General inquiries including documentation, release content, billing and usage.
  • Any other general product issue.
Incident Resolution and Closure
Unleash Support will resolve an Incident when a resolution or workaround has been provided to the Customer, except when:
  • Customer resolves the Incident in the Unleash support portal directly without verification.
  • Customer has not responded to requests from Unleash Support for a reasonable amount of time.
  • A timeframe was predefined between Customer and Unleash Support to resolve the Incident regardless of the outcome or progress of the Incident.
Customer will be granted a reasonable amount of time to request to reopen the Incident should the resolution or workaround be unsuccessful. Unleash Support will close the Incident, thereby being unable to re-open or make further modifications to the Incident following a reasonable timeframe after solving the Incident. Upon termination of support service with Unleash, all open Customer Incidents will be closed by Unleash Support.
SLA Targets
Service Plan
Standard
Gold
Platinum
Diamond
First Response Target
Critical
1 business day
6 business hours
6 calendar hours
3 calendar hours
High
2 business days
1 business day
12 calendar hours
6 calendar hours
Normal
1 business week
1 business week
1 business day
2 business weeks
Low
1 business week
1 business week
2 business days
2 business weeks
Resolution Service Target
Critical
10 business days
8 business hours
5 business days
3 business days
High
14 business days
10 business days
7 business days
5 business days
Normal
Best Effort
8 business weeks
6 business weeks
4 business weeks
Low
Best Effort
8 business weeks
6 business weeks
4 business weeks
Customer Obligations
In order to provide the highest quality support, Unleash requires a level of partnership with the Customer. The Customer will assign Designated Support Contacts to work with Unleash on support issues.
Designated Support Contacts must:
  • Understand the deployment of Unleash in the customer's or hosted environment.
  • Accurately characterize reported Incidents: comprehensively describe symptoms, provide background information leading up to the Incident, detail the business impact, and select the suitable priority classification.
  • Provide timely and precise responses to requests from Unleash Support team members.
  • Act upon requests from Unleash Support, including acquiring access to Customer contacts who possess the necessary access and permissions to address the Incident.
  • Utilize Unleash-provided documentation sources and tools for self-service resolution of Incidents.
  • Offer support to Customer end-users, thus ensuring that Unleash Support focuses solely on Incidents submitted by the Designated Support Contacts.
Exclusions
Certain exclusions may result in invalidation of Service Level Agreement obligations and include, but are not limited to:
  • Failure to act upon, clarify or reply to requests from Unleash Support.
  • Failure to provide system, network, application or permissions access to underlying datasources indexed by Unleash.
  • Failure to provide required resources or materially change resources to any hosted system required by Unleash software to run according to published specifications.
  • Failure to provide qualified Designated Support Contact.
  • Failure to notify Unleash Support of any circumstance which may assist in the resolution of an Incident.
  • Failure to meet terms of service in the Customer Master Services Agreement.

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