Ensighten Customer Support

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Like many technical support organizations, Ensighten’s customer support team defines appropriate Severity Levels to prioritize response and resolution of inbound requests from all customers and partners.

Ensighten recognizes that occasionally the severity we assign may not align with your business priorities and initiatives, and we will do our best to accommodate your deadlines. However, it is not always possible to accommodate non-urgent requests on an accelerated timeline. We encourage you to contact support as soon as you know that you have an important deadline and to let us know the time constraints you’re working within.

Severity levels & response times

Customer may request support services upon discovery of a problem, fault or error with the Service (“Fault”) by way of a support request communicated to Ensighten by email to support@ensighten.com, which shall include a description of the Fault and the start time of the incident (“Support Request”).

Customer shall provide Ensighten with:

  • Prompt notice of any Fault it discovers; and
  • Such output and other data, documents, information and assistance as is reasonably necessary to assist Ensighten to reproduce operating conditions similar to those present when Customer detected the relevant Fault and to respond to the relevant Support Request.

All support services shall be provided from Ensighten’s office or from a location nominated by Ensighten.

Ensighten shall:

  • Prioritize all Support Requests based on is assessment of the Severity Level of the Fault reported in accordance with the Guidelines for Use descriptions of each Severity Level set out in Table below; and
  • Use commercially reasonable efforts to respond to all support requests in accordance with the Target Response Times specified in Table below.

Target response times

Security level

Guidelines for use

Target responses time

SEV 1 / Critical

Website is down; TMS is freezing/non-responsive; critical website functionality is not working; revenue is impacted; above normal global response time; privacy or security issues that endanger compliance with laws or subject Customer or Customer users to risk of data breach or availability

2 hrs
(24/7)

SEV 2 / High

Major site functionality broken, including cosmetic error on website; tags not firing/behavior is not as expected; templates not loading; locations not saving/loading; rules not loading; alerts broken; unable to sync

2 hrs
(business hours only)

SEV 3 / Medium

Minor feature broken, single user unable to use TMS; login requests, bootstrap creation, implementation QA; reporting not working as expected

1 business day
(business hours only)

SEV 4 / Low

Feature request; training/user education on JavaScript; “How do I…?

1 business day
(business hours only)


 

Ensighten service levels | Definitions

Actual uptime

of the Service shall mean the aggregate amount of time within Scheduled Uptime when the service is actually available for normal business use by the End User (i.e., Scheduled Uptime – Outage). The Service is actually available for normal business if it can be used in accordance with its intended functionality.

End user

of the Service shall mean an individual authorized by the Customer to access the Service.

Outage

shall mean any interruption of two (2) minutes or more during which End Users’ access to the Services is interrupted or impaired as determined by agreed testing conditions specified herein.

Scheduled uptime

shall mean any interruption of two (2) minutes or more during which End Users’ access to the Services is interrupted or impaired as determined by agreed testing conditions specified herein.

Scheduled availability

shall mean the Actual Uptime expressed as a percentage of the Scheduled Uptime for the Service (i.e., Availability % = (Actual Uptime)/Scheduled Uptime x 100).

Service performance

shall mean the response time expressed as the average in seconds over Scheduled Uptime.

Standard test data

for TDN shall represent a generalized version of Ensighten’s Bootstrap.js file that does not contain customer-specific global rules.


 

Ensighten Tag Delivery Network service | TDN service

Service availability

The TDN Service is expected to be available 100% of the time, with a minimum acceptable Service Availability of 99.99% in any calendar month where served by Ensighten’s tag delivery infrastructure as defined by testing conditions outlined below in Service Measurements.

Service performance

The TDN Service Performance shall be less than 100 milliseconds in any calendar month for the Standard Test Data where served by Ensighten’s tag delivery infrastructure as defined by testing conditions as defined by testing conditions in Service Measurements below.

Service measurements

The parties agree that the following conditions will apply when measuring Service Availability and Performance of the TDN Service:

  • Measurements will be taken against the Standard Test Data that does not contain customer defined global rules, which can increase the response time;
  • A measurement will be considered completed when the Standard Test Data has been fully downloaded by the test agent;
  • Measurements will be conducted from backbone networks using a recognized third party application performance management service;
  • The geographic distribution of the globally selected sample will contain data from test agents within regions as follows: (7) North America, (3) Europe, (1) Asia, and (1) Australia;
  • To protect against test agent bias, no more than 15% of the globally selected sample used to calculate the average response time will be from a single test agent;
  • Response times will be end-to-end from initial connection to the last byte downloaded;
  • End-to-end measurements will include an authoritative DNS lookup in order to more accurately measure total performance;
  • In order to maintain a reproducible test standard, requests for the standard dataset are agreed to be HTTP GET type;
  • To eliminate outliers and account for network inconsistencies, the top 10% and bottom 10% of measurements will be excluded from the final result set.