Split Technical Support Overview 

	Basic	Standard	Gold	Platinum
Self-service online help	✔	✔	✔	✔
Email support	✔	✔ priority over Basic	✔ priority over Standard	✔ priority over Gold
In-app tickets		✔	✔	✔
In-app chat				✔ Business Hours
Emergency Escalation				✔
Designated Technical Account Mgr				✔
Availability for Inquiries
Business Hours	✔	✔	✔	✔
Weekends and Holidays			✔	✔
Initial Response Times
Severity 1		same Business Day	within 2 hours	within 30 minutes
Severity 2		next Business Day	same Business Day	within 2 hours
All others		next Business Day

 

Support definitions and inquiries

Definitions

• "Business Hours" are 5AM-6PM during a Business Day in Pacific Time Zone (12pm to 2AM GMT).
• "Business Days" are Monday through Friday, excluding any day that is a US national or banking holiday.
• An "Incident" is an occurrence under Split’s Control rendering the Service unavailable to Customer, or resulting in an inoperable feature of the Service materially impacting Customer’s use of the Service.
• A "Severity 1 Incident" is an Incident resulting in Customer’s production services being down, preventing Customer’s end users from using Customer’s services and adversely impacting Customer’s business.
• A "Severity 2 Incident" is an Incident resulting in the degradation of the Service rendering Customer's production services to be operational, but degraded or of limited use.
• "Split Control" means elements entirely under Split’s control and not a consequence of (a) a Customer’s hardware or software failures, (b) a Customer’s or end user's connectivity issues, (c) Customer operator errors, (d) Force Majeure events as set forth in Section 8.4 of the Split Terms of Service.

Customer responsibilities

Customer is responsible for using and configuring the services according to the Documentation in this knowledge base.

Support inquiries

Customers may submit support inquiries by sending an email to support@split.io. Customers will receive a system-generated response within minutes recognizing receipt of the support request.

Incident reports should include all relevant information such as:

• Summary description of the Incident
• Customer impact regarding the Incident
• Error codes returned by Split
• All necessary information to replicate the Incident.

Customer acknowledges and agrees that the response times in Section 1 of this Split SLA and Support Terms will begin when the requirements set forth above are met.

Incident reporting

Customer should report incidents by submitting a support inquiry by sending an email to support@split.io.

Support Communication

Email & in application widget

All customer personnel may reach Split’s support engineers by sending an email to support@split.io or using the support widget available within Split’s web application.

Emergency Email

Customers under the Platinum Support plan also have access to an emergency ticket email. 

Tickets

Communications between Split support engineers and Customer personnel are conducted using a ticketing application, which maintains a time-stamped transcript of communications, and sends emails to Customer and Split support staff as tickets are updated.

Chat

Customers with Platinum Support receive access to Split’s in application chat for real-time communication during Business Hours. Our chat channels are monitored by our support engineering time during Business Hours. For Incidents requiring immediate attention, please submit support inquiries via support@split.io or the emergency ticket email if under the Platinum support plan.

Response times

Split will acknowledge receipt of a Customer support inquiry within the next Business Day of a support request or as otherwise indicated in Section 1 of this Split SLA and Support Terms, according to the level of Support Customer is entitled to pursuant to the corresponding Service Order.

Upgrade

To upgrade your support plan, contact sales@split.io 

Gold Support

Gold Support customers have the second highest priority available to Split customers.  This includes:

• Maximum 2-hour response on Severity 1 issues
• Maximum same business day response on Severity 2 issues

Split will respond to the report of an Incident by troubleshooting the cause(s) of the incident based on the information provided by customer. Split will endeavor to resolve such incident if caused by factors within Split’s control, or provide information to those who can resolve the factors if the factors are within others' control, as follows:

For a severity 1 incident:

• Split support staff will acknowledge receipt of the email within 2 hours.
• Split staff will work until (a) the incident is resolved or (b) the incident is believed to be outside of Split’s Control.

For a severity 2 incident:

• Split support staff will acknowledge receipt of the email within the same business day.
• Split staff will work until (a) the incident is resolved or (b) the incident is believed to be outside of Split’s control.

Platinum Support

Platinum Support customers have the highest priority available to Split customers.  This includes:

• Priority access to support
• In-app chat
• Automatic escalation
• Maximum 30-minute response on Severity 1 issues
• Maximum 2-hour response on Severity 2 issues

Incident Response for Platinum Support

Split will respond to the report of an incident by troubleshooting the causes of the incident based on the information provided by customer. Split will endeavor to resolve such incident if caused by factors within Split’s control, or provide information to those who can resolve the factors if the factors are within others' control, as follows:

For a severity 1 incident:

• Split support staff will acknowledge receipt of the email within 30 minutes.
• Split will start actively troubleshooting within 60 minutes of receipt of the email.
• Split will perform its tasks during business hours, including weekends & holidays.
• Split staff will work until (a) the incident is resolved or (b) the incident is believed to be outside of Split’s control.

For a severity 2 incident:

• Split support staff will acknowledge receipt of the email within 2 hours.
• Split will start actively troubleshooting within 4 hours of receipt of the email.
• Split will perform its tasks during business hours, including weekends & holidays.
• Split staff will work until (a) the incident is resolved or (b) the incident is believed to be outside of Split’s control.

Emergency Support

For emergency cases that require an immediate response, please use the emergency email sent to you by our team.