Support Information

Support Hours

Severity 1 & 2: 24*7*365
Severity 3 & 4: 9 AM - 6PM on Business Days
Support business hours are from Monday through Friday, from 9AM to 6PM Singapore (SGT), India (IST). Support business hours exclude local holidays in each timezone.

Service Level Commitments

Commitments for response times for Business critical issues
Support center accessible from the Data Pipes Product interface (via Fogbender)
Customer Success Manager to assist with Escalations

Severity of Problems

Problem Severity	Description	Summary
Severity 1	Production System is down or severely impacted and affects normal operation	2 hours
Severity 2	Production System is functioning but in restricted capacity	4 hours
Severity 3	Minor functionality impacted or a development issue	Within 1 business day
Severity 4	Request for Information, Documentation, Cosmetic issues or Feature requests with no impact to business operations	Within 1 business day

Performance Monitoring

Data Pipes configures Sentry, an Application Monitoring tool to monitor the performance and track errors. This informs the Data Pipes teams of any time-outs and errors, as well as performance issues to quickly resolve performance issues