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Last updated May 2021
This Support Policy (“Support Policy”) is issued under and forms part of the Master Subscription Agreement or other agreement with Segment which references this Support Policy (“Agreement”). Any capitalized terms not defined herein has the meanings ascribed to them in the Agreement.
Support. Segment offers support services for the 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 Services (“Incident(s)”):
§ Aspects of the 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:
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.
f. Exclusions. Segment will have no obligation to provide Support to the extent an Incident arises from: (i) use of the 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 Services all generally available updates and bug fixes to the Services.