Incident response times

Incident reporting

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

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.

Gold Support

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.