This Customer Support Service Agreement provides support-related terms and conditions for all Sales Cookie Services.
Support Availability
Support is available during normal business hours, Monday through Friday, from 9 AM to 6 PM Pacific Time. The following holidays are observed:
- New Year's Day
- Martin Luther King Day
- Presidents' Day
- Memorial Day
- Independence Day
- Labor Day
- Veteran's Day
- Thanksgiving
- Christmas
Request Classification
Requests may be submitted via our web interface or by emailing support@salescookie.com. All requests are classified by the Sales Cookie Support Team to ensure proper routing: - General Guidance
- General questions about how to best use services, technical capabilities, billing issues, etc.
- System Configuration
- Requests related to automation, configuration of plans / formulas / variables, etc.
- Technical Issues
- Issues related to Sales Cookie Services which impact business operations
First Response
First responses acknowledge receipt of submitted issues, assign a priority, and initiate investigation work. The Sales Cookie Support Team may request additional information from Customers. Once we have provided a first response, the Sales Cookie Technical Support team will continue to work towards full resolution and provide frequent updates.
General Support
This option is for customers who have NOT purchased a Premier Support package. First response times are guaranteed as follows:
- For all submitted issues - 24 business hours
Premier Support
This option is for customers who have purchased a Premier Support package. First response times are guaranteed as follows:
- For all submitted issues - 2 business hours
For example, if an issue is submitted by a Customer with General Support at 9 AM, a first response is guaranteed before 9 AM the next day. These are maximum durations. In most cases, you will receive a response much faster. Issues are prioritized based on severity (see below).
Customer Responsibilities
Customers are responsible for using adequate IT resources when accessing Sales Cookie Services. This includes using a supported browser (ex: Chrome), as well as ensuring a reliable and fast Internet connection. Customizations and other professional services are not included in this Customer Support Service Agreement.
To identify issues, our Technical Support must be able to reproduce them and gather sufficient data. When submitting issues, Customers should provide detailed information to investigate the issue (such as screenshots, reproduce the steps, etc.). Customers agree to work with Sales Cookie towards resolution, including making reasonable efforts to reproduce issues, provide diagnostics data, or perform manual troubleshooting / corrective tasks.
Issue Priority
Upon receipt, Sales Cookie will assign a priority to each issue, based on categories listed below.
- Severity 1 – Critical Business Impact
- All Sales Cookie Services features are unavailable for all users, impacting mission-critical business operations.
- Severity 2 – Significant Business Impact
- Essential Sales Cookie Services features are unavailable for all users, preventing business operations such as running calculations.
- All Sales Cookie Services features are unavailable, but only for a sub-set of users.
- Severity 3 – Moderate Business Impact
- Secondary Sales Cookie Services features are unavailable for all users, delaying business operations such as exporting credits from a calculation.
- Essential Sales Cookie Services features are unavailable, but only for a sub-set of users.
- Severity 4 – Minimal Impact
- Sales Cookie Services features exhibit minor issues such as usability problems, spelling mistakes, sub-optimal UI layout, etc.
- General product feedback, request for improvements, etc.
Action Plans
An action plan is a set of actions used to resolve an issue. If an issue is received within business hours, Sales Cookie will start investigating immediately after providing a first response. Otherwise, resolution work will start the next business hour of the next business day. Sales Cookie will continue to work on issues until resolved.
During investigation, frequent communications will be provided to Customers. Work may stop before resolution for severity 4 issues, because those are typically resolved via improved or new application features. In some cases, a workaround may be provided. If a workaround can be provided, the issue will be considered resolved and priority lowered.
Security Issues
Upon detection, Sales Cookie will assign a priority to each issue, based on categories listed below.
- Severity 1 – Critical Security Impact
- Financial or user data has been accessed, altered, or compromised.
- Remediation work will begin within 1 hour of detection.
- SLA for customer notification is 8 hours.
- Severity 2 – Significant Security Impact
- Configuration data has been accessed, altered, or compromised (but no user or financial data).
- Remediation work will begin within 4 hour of detection.
- SLA for customer notification is 12 hours.
- Severity 3 – Moderate Security Impact
- Secondary Sales Cookie Services features have been accessed, altered, or compromised (but no user, financial, or configuration data).
- Remediation work will begin within 24 hour of detection.
- SLA for customer notification is 24 hours.
- Severity 4 – Minimal Security Impact
- Minor security issues such as failed denial of service, excessive resource consumption, etc.
- Remediation work will begin within 48 hour of detection.
- We normally do not provide notification for issues without a direct impact on customers.
RCAs
We generate root cause analysis reports (RCAs) for each Severity 1 and 2 issues. Those RCAs are available upon request.
Availability Commitment
Sales Cookie commits to Services being available 99.9% of the time each calendar month. Availability is measured by external agents 24 hours a day, 7 days a week, per calendar month, excluding planned maintenance. All planned maintenance should not exceed 4 hours per month, and requires advance notification on our website. Availability excludes API access because it is throttled to prevent abuse.
Loss of availability caused by actions of Customers, or by actions performed by entities gaining access to Customer accounts, are excluded from availability measurements. Loss of availability caused by Customer issues, such as internet connectivity, are excluded from availability measurements. Loss of availability caused by events beyond Sales Cookie's control are excluded from availability measurements.
Events beyond Sales Cookie's control include the following:
- Network connectivity issues between Customers and Microsoft Azure
- Microsoft Azure availability issues (impacting many Microsoft Azure customers)
- Service interruptions caused by security threats (ex: sustained Denial Of Service attack)
- Emergency maintenance required to preserve data integrity
- Other force majeure events
Availability Compensation
If Sales Cookie Services fail to meet our Availability Commitment, Customers should escalate the issue by sending an email to support@salescookie.com. If Sales Cookie fails to meet its Availability Commitment, Customers are entitled to a full refund of all fees paid to Sales Cookie for the affected months. For example, if a Customer paid $1,000 to Sales Cookie in January, and Services availability was strictly below 99.9% for January, the Customer is entitled to a $1,000 refund.
Calculation Speed
Sales Cookie cannot provide strict guarantees regarding calculation speed. Running calculations which are data-intensive or complex can limit a Customer's ability to run additional calculations and delay completion. Also, the IT infrastructure used to run calculations is shared with other Customers, and experiences fluctuating load. While allocated IT resources are significant, they are also capped to prevent abuse. Customers with a Premier support plan have higher priority in terms of getting calculations scheduled.
Sales Cookie commits to the following:
- 90% of calculations (across all Customers) should complete under 5 minutes
- 95% of calculations (across all Customers) should complete under 1 hour
- 99% of calculations (across all Customers) should complete under 8 hours
Note that these goals are not part of our formal Availability Commitment because some calculations may require complex data processing. However, the Sales Cookie Technical Team commits to meeting those goals overall (across all Customers).
Availability vs. Throttling
Sales Cookie may throttle access to protect our IT infrastructure from abuse, and to ensure usage of shared IT resources remains fair (across all Customers) and reasonable. This applies if you use APIs. We cannot provide any availability guarantee for APIs because of throttling. This also applies to calculations. If a Customer's calculations exceed reasonable limits, new calculations may remain queued until older ones complete.
External Monitoring
Sales Cookie routinely measures Services availability and performance using independent monitoring agents, residing in multiple locations (worldwide). Those external agents measure latency, throughput, availability, etc.
Sales Cookie also uses advanced monitoring capabilities to detect the following:
- Abnormal compute load
- Abnormal data transfer volume
- Abnormal load / response time
- Abnormal data storage
Maintenance And Notifications
Planned maintenance and outages are displayed on our home page using banner-type notifications. Some of those notifications are automated. For example, if Azure experiences some specific types of availability issue, our home page will automatically display a message alerting customers.