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Advanced Support Terms

Last Updated August 1, 2020

Segment will use commercially reasonable efforts to respond to P1 Incidents (as defined in the Agreement) within one (1) hour of receipt of a ticket submitted by Customer (“Incident Ticket”) via Segment’s support portal, 24 hours a day, 7 days a week.

When submitting an Incident Ticket, Customer must select a priority level to assign to the Incident and provide Segment with a technical contact during this 24x7 period to assist with data gathering, testing, and applying fixes. Customer may update the priority level at any time via Segment’s Support Portal. Incidents submitted via email rather than through Segment’s website will be assigned a default priority level of P4. 

Upon receipt of an Incident Ticket, Segment will confirm receipt and prioritize the Incident accordingly. The priority of an Incident may be adjusted as described below:

  • Downgrade of Incident Priority - If, during the Incident triage process, the Incident no longer warrants the then-current priority level (as described in the Agreement), then the Incident will be downgraded to the appropriate priority, as determined by Segment.

  • Upgrade of Incident Priority - If, during the Incident triage process, the Incident warrants a higher priority than the then-current priority level (as described in the Agreement), then the Incident will be upgraded to the appropriate priority level, as determined by Segment.

Customers are required to propose P1 Incidents with great care, so that valid P1 situations obtain the necessary resource allocation from Segment. Customers shall ensure that the assignment and adjustment of any priority designation is accurate based on the definitions provided in the Agreement. Customers understand that Segment is not responsible for any failure to meet performance standards caused by any misuse or mis-assignment of Incident priority level by Customer.