HazardHub Support Policy
Updates may be made to Web Tools & API (aka - Services) for many reasons including, but not limited to the following: security fixes, data updates, critical patches, general maintenance, functionality, and documentation. HazardHub is under no obligation to develop any future functionality or enhancements. If an update for the Services is made available to Customer pursuant to these Services Support Policies, it shall automatically replace the previous version of the applicable Services. Where practical, HazardHub will schedule such Services Updates during non-business hours and will provide Customer with notice.
Any Customer User may request support via email at our Contact Us web form. HazardHub will process requests in the order they are received.
HazardHub Support shall identify the severity of the support request, based on the evidence provided by Customer and the definitions set forth in the below table. All new support cases are created, by default, as Severity 3. If Customer believes that the support request should be classified as something other than Severity 3, it is recommended that Customer phone the request in to Support and request the higher Severity level to reduce delays in initial response.
If, during the support request process, the issue either warrants assignment of a higher severity level than currently assigned or no longer warrants the severity level currently assigned based on its current impact on the production operation of the Services offering, then the severity level will be upgraded or downgraded by HazardHub accordingly to the severity level that most appropriately reflects its current impact.
The times set forth below are response times to a request logged via web or by phone. These times should not be deemed to be resolution times. HazardHub does not guarantee resolution times. A resolution may consist of a fix, workaround, service availability or other solution HazardHub deems reasonable. HazardHub will use reasonable efforts to meet the target response times stated in the table below.
|Severity||Definition||Targeted Response Times|
|Severity 1 Critical||
Production issue that severely impacts Customer use of the Services. The situation halts Customer business operations and no procedural workaround exists.
Service is down or unavailable. A critical documented feature / function is not available.
Severity 1 issues may require Customer to have dedicated resources available to work on the issue on an ongoing basis with HazardHub. If Customer does not provide such dedicated resource, then HazardHub shall not be liable for related delays.
|1 hours or less. HazardHub will provide continuous efforts to resolve a Severity 1 error until a workaround or resolution can be provided or until the incident can be downgraded to a lower severity level.|
|Severity 2 High||
Major functionality is impacted or significant performance degradation is experienced. The situation is causing a high impact to portions of Customer business operations and no reasonable workaround exists.
Services are operational but exhibit highly degraded performance to the point of major impact on usage.
Important features of the Services are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
|4 hours or less. If a workaround is not available, reasonable efforts will be made to release an emergency patch to resolve or mitigate the issue or to allow the severity level to be reduced.|
|Severity 3 Medium||There is a partial, non-critical loss of use of the Services with a medium-to-low impact on Customer business, but Customer business continues to function. Short-term workaround is available, but not scalable.||2 business days.|
|Severity 4 Low||Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, best practice, installation or configuration, bug affecting a small number of users. Acceptable workaround available.|