The customer must select a priority level for Support Tickets submitted via the Support Portal and provide a technical contact to help gather data, test, and apply fixes during the 24x7 period. Support Tickets submitted via email rather than through Segment’s Support Portal will be assigned a default priority level of P4. The customer may update the priority level via Segment’s Support Portal, which will adjust response time targets as follows:
If an initial response has already been provided by Segment, an upgraded ticket priority impacts subsequent status updates only.
If an initial response has not already been provided by Segment, the first response SLA will start at the time the new priority was set.
Segment may upgrade or downgrade the priority after the triage process begins in Segment’s commercially reasonable judgment.
Downgrade of Support Ticket Priority - If during the Support Ticket triage process, the Ticket no longer warrants the then-current priority level (as described in the Agreement), then the Ticket will be downgraded to the appropriate priority, as determined by Segment.
Upgrade of Support Ticket Priority - If, during the Support Ticket triage process, the Ticket warrants a higher priority than the then-current priority level (as described in the Agreement), then the Ticket will be upgraded to the appropriate priority level, as determined by Segment.
Customers are required to propose P1 and P2 Support Tickets with great care, so that valid P1 and P2 situations obtain the necessary resource allocation from Segment. Customers shall ensure that the assignment and adjustment of any priority designation are accurate based on the definitions provided in the Agreement. Segment is not responsible for any failure to meet performance standards caused by any misuse or misassignment of ticket priority level by Customer.