New version posted date: September 13, 2017
New version effective date: October 13, 2017

­Urban Airship Support Services

At Urban Airship, our customers’ success in mobile is our top priority. We provide four levels of support: Platinum, Gold, Silver and Bronze. The level of support included in each package is described in this document. The support package level that applies to a customer is specified in the Order Form signed by the customer and Urban Airship.

How to Contact Support:

Support Center Website

http://support.urbanairship.com/

Support Email

support@urbanairship.com

Support Phone

Provided to our Gold and Platinum customers.

Documentation

http://docs.urbanairship.com/

Support Hours:

Urban Airship’s regular business hours are Monday through Friday, 1:00am to 6:00pm PST / 9am to 2am GMT. Weekend Support hours for Platinum customers is 6:00am to 6:00pm PST / 2:00am - 2:00pm GMT. In addition, Urban Airship is closed on certain observed United States and/or United Kingdom holidays.

Support Levels:

Bronze Support:

Bronze Support is our support experience that we provide to free customers of our service. Bronze support includes access to our Support Center (knowledge base and community forums) and access to our documentation.

Silver Support:

Silver Support is our entry-level support tier that is designed to provide comprehensive online support services to customer inquiries via email, online knowledge base and documentation.

Gold Support:

Gold Support includes all of the benefits of Silver Support and includes additional features such as live telephone support and enhanced response times. Gold Support customers are assigned an Account Manager who will be your primary business contact and internal champion for your business at Urban Airship.

Platinum Support:

Platinum Support provides all the benefits of the Gold Support, and includes additional features such as weekend support and greatly enhanced response times.

Support Feature

Bronze

Silver

Gold

Platinum

Support Portal Access (knowledge base and forums)

Email Support

-

Phone Support

-

-

Priority Case Routing

-

-

-

Assisted Technical Implementation Onboarding

-

-

Designated Business Account Manager

-

-

Designated Technical Account Manager

-

-

Optional

Optional

Named Support Contacts

-

2

3

4

Support Hours of Operation

-

M-F 1am - 6pm PST

M-F 1am - 6pm PST

M-F 1am - 6pm PST
Sat-Sun 6am - 6pm PST

Response Times

Severity 1: Critical - Initial Response Time

N/A

4 hours, 24x7

1hour, 24x7

30min, 24x7

Severity 2: Major - Initial Response Time

N/A

1 business day

4 business hours

1 business hour

Severity 3: Minor - Initial Response Time

N/A

2 business days

8 business hours

2 business hours

Severity 4: Enhancement - Initial Response Time

N/A

2 business days

1 business day

1 business day

Priority Definitions:

All Support Requests are assigned a severity level based on how they affect your service.

  • Severity 1: Critical – Critical production issue affecting all Urban Airship customers, including system unavailability and data integrity issues, with no workaround available
  • Severity 2: Major – Production issue impacting a majority of Urban Airship customers, loss of functionality and/or significantly degraded performance, issue is persistent with no workaround available
  • Severity 3: Minor – Any system issue that affects functionality or impacts performance, workaround may be possible but not sustainable
  • Severity 4: Enhancement – Any request for desired functionality, information request for application capability, implementation assistance, or system issue that impacts a small number of users with an acceptable workaround available

Technical Support Coverage:

Issues covered by Technical Support:

  • Issues and problems with Urban Airship services.
  • Releases and updates.
  • Assistance with implementation and deployment of Urban Airship services.
  • General assistance with Urban Airship product features.

Issues Not Covered by Technical Support:

  • Custom development.
  • Implementations not using the Urban Airship SDK.
  • Non-Urban Airship networks, systems, technologies, hardware or software.
  • Application development outside of Urban Airship SDK implementations.

Additional Support Terms:

Notwithstanding the support package level specified in an Order Form and purchased by a customer, (1) Urban Airship will only provide Silver Support to customers who do not complete the Urban Airship Technical On-boarding (this applies only for customers that are new users of the Urban Airship SaaS product); and (2) Urban Airship will not provide any technical support to customers who do not include the Urban Airship provided SDK within their mobile applications for use in connection with the Urban Airship SaaS product.

Named Support Contacts: Customers shall designate named individuals (“Named Support Contacts”) to serve as liaisons with Urban Airship Support for each active service from Urban Airship. Named Support Contacts are responsible for: (i) reporting cases to Urban Airship, (ii) overseeing Customer’s support case activity, and (iii) technical knowledge of the Urban Airship services and Customer’s use of such services in order to assist Urban Airship in diagnosing and resolving the issue.  Any changes to the Named Support Contacts shall be submitted to support@urbanairship.com specifying the former and new contacts.