SearchStax Studio Support Policy

Last Revision Date – June 28, 2023

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Defined Terms

1.1 “Support Services” generally refers to the services described in this Support Policy, and does not include professional services or other services not specified herein, such as training or consulting.

1.2 “Pricing Plan” refers to the SearchStax Studio pricing plans that are available at: https://www.searchstax.com/pricing/studio/. 

1.3 “Severity Level” refers to the priority assigned to a support request, as shown below in this Support Policy.

1.4 “Support Contact” refers to the applicable named individuals at your organization who are responsible for the administration of the SearchStax Studio Service.

1.5 “Business Day” means Monday through Friday other than a day designated from time to time as a national holiday in the place from which Support Services may be provided.

1.6 “Incident” means a single question or issue posed by a Support Contact using the Support Services.

Customer Support

SearchStax will use commercially reasonable efforts to provide support for SearchStax Studio under the purchased Pricing Plan to the Customer as per the performance standards detailed below.

We accept email support questions 24 hours per day x 7 days per week. For Professional and Business Plans, SearchStax Support is available to respond Monday – Friday during US business hours (9:00 am to 5:00 pm local time – PT, CT, MT, ET), excluding holidays. For Enterprise Plans, SearchStax Support is available to respond 24 hours a day, 7 days a week, and 365 days a year. 

	Professional Plan	Business Plan	Enterprise Plan
Status Page	Yes	Yes	Yes
Web and Email Support	Yes	Yes	Yes
Support Coverage	Monday – Friday US Business Hours	Monday – Friday US Business Hours	24x7x365
Guaranteed Response Times	–	–	Yes

Web and Email Support

Web or Email responses are provided during support hours only. We attempt to respond to web or email support questions within one business day; in practice, our responses are generally even faster. We do not promise or guarantee any specific resolution times.  We may limit or deny your access to support if we determine, in our reasonable discretion, that you are acting, or have acted, in a way that results or has resulted in misuse of support or abuse of SearchStax representatives. 

What’s included as part of Support?

1. Incident Support – Identifying and troubleshooting problems using the SearchStax APIs
2. Identifying and creating bug reports for SearchStax APIs, Web Dashboard, API clients, front-end libraries, and our extensions and integrations.
3. Troubleshooting upgrades for SearchStax API clients, front-end libraries, and our extensions and integrations.
4. Assistance with SearchStax product-related questions
5. Assistance with interpretation of SearchStax Documentation

Support Limitations – What’s not included as part of Support?

1. Support in languages other than English.
2. General implementation guidance, development questions or requests.
3. Questions related to customized versions of SearchStax’s API client, front-end libraries, extensions, and integrations (customized = original code has been modified).
4. Third-party plugins or applications (other than SearchStax developed and supported)
5. Product Training
6. Onboarding Services or Professional Services

Guaranteed Response Times

For customers subscribing to Enterprise Pricing Plans, SearchStax will respond to problems in SearchStax search services according to the schedule indicated below.

Response Times

• Initial Response:
  • Severity 1  (Urgent): 60 minutes
  • Severity 2 (High): 4 hours
  • Severity 3 (Normal): 24 hours
  • Severity 4 (Low): 72 hours

• Minimum frequency of updates on the reported issues:
  • Severity 1 (Urgent): Every hour
  • Severity 2 (High): Every 24 hours
  • Severity 3 (Normal): Every week
  • Severity 4 (Low): Every month

In the Initial Response, SearchStax will confirm that the support request was received and taken into account.

Customer shall report the issue through the SearchStax Web or Support Dashboard and specify the level of severity.

Severity levels are defined as follows:

• Severity 1 (Urgent): There is a critical problem with the SearchStax search services in which there is a complete failure in the search service such that the Customer is unable to obtain the required results across all data centers.
• Severity 2 (High): Any of the following occurs: (a) there is a recurring critical failure with SearchStax search services affecting the indexing of required Subscriber Data or (b) there is an impairment in the hosted search services resulting in a failure rate ranging from 10% to 50% for search and indexing requests or (c) search latency over five minutes is more than five times typical search latency and some of the Subscriber experience is affected.
• Severity 3 (Normal): The error is not critical – no data has been lost, and the system has not failed. The error does not prevent normal operation. The users are inconvenienced by the problem but have alternative ways of performing work with nominal productivity impact.
• Severity 4 (Low): General questions. Requests for enhancements to the product or service. 

Severity 1, Severity 2, Severity 3, and Severity 4 do not include issues related to the network between SearchStax servers and Customer’s data centers.

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Notice of Changes

SearchStax will provide at least thirty (30) days’ advance notice for changes to the Support Policy that affect a Customer’s SearchStax subscription by either: (i) sending an email to Customer’s point of contact for notices; (ii) posting a notice in the SearchStax Dashboard; or (iii) posting a notice to the applicable Support webpage. If a change to the Support Policy has a material adverse impact on Customer and Customer does not agree to the change, Customer has the right to terminate the corresponding service order within thirty (30) days of notice of such change from SearchStax.

This Support Policy applies to Customers who subscribe to the listed SearchStax Plans on or after the date of last update. The changes are not retroactive. If you are an existing Customer as of that date, a description of your service level agreement may be found below.

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Last Updated: June 28, 2023

The Studio Support Agreement was first posted on June 28, 2023.

Previous versions of our SearchStax Support Policy can be found below. The 09-19-2022 version of the Support Policy was included in Exhibit A of the Subscription Service Levels and Support Agreement.

• 2022-09-19 Subscription Service Levels and Support Agreement – Exhibit A