Legal   /   Segment Online MSA Service Levels and Support

Segment Online MSA Service Levels and Support

Effective Date:  April 16, 2020

ONLINE MASTER SERVICES AGREEMENT SERVICE LEVELS AND SUPPORT

1.     Up-Time and Reliability. Subject to the concurrent throughput limits (including as may be caused by external factors) as described in the Documentation, Segment uses commercially reasonable efforts to make the Data Ingestion API (which means the identify, track, page, screen, group, and alias http endpoints that ingest Customer Data) available and operational to Customer for 99.99% of all Scheduled Availability Time (“Target Up-Time”), calculated on a monthly, per-minute basis.  “Scheduled Availability Time” means twenty-four (24) hours a day, seven (7) days a week, excluding: (i) scheduled maintenance downtime not exceeding five (5) hours per month in the aggregate; and (ii) any downtime due to defects caused by Customer, one of its vendors, third party connections, utilities, or equipment, or caused by other forces beyond the reasonable control of Segment (such as denial of service attacks, internet or third-party service outages or outages with respect to Customer’s network or internet access).  Segment uses commercially reasonable efforts to provide at least eight (8) hours advance notice via email or text of any scheduled maintenance downtime and, to the extent practicable, such downtime shall be scheduled during the weekend hours between 18:00 Friday and 3:00 Monday Pacific Time. In the event of any outages described above, Segment will use commercially reasonable efforts to minimize any disruption, inaccessibility and/or inoperability of the Services in connection with outages, whether scheduled or not. 

2.  Special Termination Right. As Customer’s sole and exclusive remedy for any failure of the Data Ingestion API to achieve the Target Up-Time, in the event that Segment fails to meet the Target Up-Time in two (2) consecutive months or in any three (3) of six (6) consecutive months, Customer may terminate the Agreement upon written notice to Segment and will receive as its sole remedy a refund of any fees Customer has pre-paid for use of the Services for the terminated portion of the applicable Subscription Term. Customer must exercise this termination right within thirty (30) days of reasonably becoming aware of a Data Ingestion API failure or such right will be deemed waived. 

3.    Maintenance.  Segment will make available to Customer as part of the Services all generally available updates and bug fixes to the Services.

4.   Customer Responsibility.  In addition to other responsibilities contained herein, Customer will be responsible for ongoing maintenance, management and accuracy of the Customer’s account profile data maintained within the Services.

5.     Support.  Segment is available to receive product support inquiries via email or Segment’s website 24 hours per day.  Segment’s standard support hours are 06:30 to 15:30 Pacific Time Monday through Friday for technical information, technical advice and technical consultation regarding Customer’s use of the Services.

6.     Customer Support List. Customer shall provide to Segment, and keep current, a list of designated contacts, emails and/or phone numbers (the “Support List”) to interact with Segment in connection with support requests.  Such Support List shall include (i) the first person to contact for the answer or assistance desired, and (ii) the persons in successively more responsible or qualified positions to provide the answer or assistance desired.

7.      Incident Classification. Segment shall reasonably classify each “Incident” encountered by Customer (if reasonably necessary, in consultation with the Customer) according to the following definition:

  • P1 - High. Data collection services and data reporting services are down causing critical impact to business operations; no workaround available

  • P2 - High. Data collection services and data reporting services are significantly degraded and/or impacting significant aspects of business operations; no commercially reasonable work around available.

  • P3- Medium.  Slow response or delays; Services performance is impaired but still materially functional.

  • P4- Low. No material Customer impact; Documentation errors or exclusions; Cosmetic or other non-substantive Services user interface issues. Data collection and data reporting services are unaffected.

8.   Target Response Times and Escalation Procedures. Segment will use reasonable efforts to address Incidents in accordance with the applicable classifications and guaranteed response times set forth below (“Guaranteed Response Times”), and shall provide status updates by Segment Status Page or Customer’s designated email contact. If Customer has an assigned Customer Success Manager (CSM) as identified in an Order Form, the CSM will be Customer's Primary Contact for all Incident types. If Segment does not respond within the Guaranteed Response Time after Customer’s initial report of an Incident, Customer may escalate the Incident to Escalation 1, and may further escalate to Escalation 2 if Segment does not respond within the Guaranteed Response Time after Escalation 1.

Incident Type P1 - First status update within one (1) hour of receipt of Customer’s applicable report of the P1 issue, and status updates every hour thereafter.  

Primary Contact: Customer support form available in Customer’s workspace.

Escalation 1: Customer’s CSM (if applicable, to be assigned at onboarding), or scaled CSM team support contact.

Escalation 2: Global Success Leads: support-leads@segment.com

Incident Type P2-First status update within two (2) hours of receipt of Customer’s applicable report of the P2 issue and status updates every six (6) hours thereafter. 

Primary Contact: Customer support form available in Customer’s workspace.

Escalation 1: Customer’s CSM (if applicable, to be assigned at onboarding), or scaled CSM team support contact.

Escalation 2: Global Success Leads support-leads@segment.com

Incident Type P3- First status update within four (4) hours of receipt of Customer’s applicable report of the P3 issue and status updates every twenty-four (24) hours thereafter.  

Primary Contact: Customer support form available in Customer’s workspace.

Escalation 1: Customer’s CSM (if applicable, to be assigned at onboarding), or scaled CSM team support contact.

Escalation 2: Global Success Leads support-leads@segment.com

Incident Type P4- First status update within twenty-four (24) hours of receipt of Customer’s applicable report of the P4 issue.

Primary Contact: Customer support form available in Customer’s workspace.

Escalation 1: Customer’s CSM (if applicable, to be assigned at onboarding), or scaled CSM team support contact. Escalation 2: Global Success Leads support-leads@segment.com