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Support Policy

SUPPORT POLICY

Last Updated: April 4, 2022

This Support Policy (“Support Policy”) is issued under and forms part of the agreement that covers Customer's use of the Segment Services (as defined below) ("Agreement"). Any capitalized terms not defined herein has the meanings ascribed to them in the Agreement. "Segment Services" means any services and application programming interfaces branded as "Segment" or "Twilio Segment".

1. Support. Segment offers support services for the Segment Services (“Support”) in accordance with the following terms:

a. Support Hours. Segment is available to receive Support inquiries via email or Segment’s website 24 hours per day. Customer may choose to access Support during one of the following time periods, all of which are available Monday through Friday.

  • 9:00am to 5:30pm Pacific Time

  • 9:00am to 5.30pm GMT 

  • 9:00am to 5:30pm Australian Eastern Time

b. Customer Support List.  Customer will 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 will 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.

c. Customer Cooperation. Customer will provide information and cooperation to Segment as reasonably required for Segment to provide Support.  This includes, without limitation, providing the following information to Segment regarding any errors or abnormal behavior of the Segment Services (“Incident(s)”):

§  Aspects of the Segment Services that are unavailable or not functioning correctly

§  Incident’s impact on users

§  Start time of Incident

§  List of steps to reproduce Incident

§  Relevant log files or data

§  Wording of any error message

§  Incident ID# (when specified by Segment)

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

Priority

Priority Description

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; Segment Services performance is impaired but still materially functional.

P4

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

e. Target Response Times and Escalation Procedures. Segment will use reasonable efforts to address Incidents in accordance with the applicable classifications and target response times set forth below (“Target Response Times”) and shall provide status updates via Segment Status Page or Customer’s designated email contact. If Customer has an assigned Customer Success Manager (CSM), as indicated in an Order Form, the CSM will be Customer's primary contact for all Incident types. If Segment does not respond within the Target 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 Target Response Time after Escalation 1.

Incident Type

Target Response Time

Primary Contact

Escalation 1

Escalation 2

P1

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

Customer support form available in Customer’s workspace.

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

Global Success Leads support-leads@segment.com

P2

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

Customer support form available in Customer’s workspace.

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

Global Success Leads support-leads@segment.com

P3

First status update within four (4) business hours of receipt of Customer’s applicable report of the P3 issue and status updates every business day thereafter.

Customer support form available in Customer’s workspace.

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

Global Success Leads support-leads@segment.com

P4

First status update within one (1) business day of receipt of Customer’s applicable report of the P4 issue.

Customer support form available in Customer’s workspace.

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

Global Success Leads support-leads@segment.com

f. Exclusions. Segment will have no obligation to provide Support to the extent an Incident arises from: (i) use of the Segment Services by Customer in a manner not authorized in the Agreement or the applicable Documentation, (ii) general Internet problems, force majeure events or other factors outside of Segment’s reasonable control, (iii) Customer’s equipment, software, network connections or other infrastructure or (iv) third party systems, acts or omissions.

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

3. Advance Support.  To the extent Customer separately purchases Advance Support via the applicable Order Form, Segment will use commercially reasonable efforts to respond to P1 Incidents within one (1) hour of receipt of a ticket submitted by Customer (“Incident Ticket”) via Segment’s Support Portal available at https://segment.com/help/contact, twenty-four (24) hours a day, seven (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 to assist with data gathering, testing, and applying fixes. Customer may update the priority level at any time via Segment’s Support Portal available at https://segment.com/help/contact. 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, 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, then the Incident will be upgraded to the appropriate priority level, as determined by Segment.

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

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