GoodData Support Policy

1. Scope of Support.

1.1. You shall be responsible for providing basic support to Your customers, including receipt of initial customer support calls and basic problem identification and diagnosis. In the event that You, after providing basic support, are unable to resolve technical issues, GoodData shall provide You with reasonable back-up support in accordance with the following GoodData Support Policy. GoodData support services (“Support”) are intended to assist You in troubleshooting and resolving specific issues relating to You and Your customers’ use of the Subscription Services. GoodData will partner with You in the resolution of issues directly involving the Subscription Services that You are unable to resolve. You are expected to fulfill reasonable troubleshooting tasks as recommended by GoodData support staff.

1.2. Issues arising from a need for implementation or configuration of Ancillary Services are not covered under Support as described in this Schedule and will be addressed by GoodData’s Consulting Services and Customer Success organizations under a separate engagement. GoodData Support does not include assistance with or support for non-GoodData products, services or technologies, including databases, computer networks, communications systems, computers, hard drives, networks or printers.

1.3. GoodData makes Support available to You through a variety of contact methods, which include access to online product forums (knowledge base), online Support requests, email Support requests, and telephone Support during scheduled Support hours listed below. GoodData reserves the right to request access to a customer Workspace to help troubleshoot any issues, and GoodData may not be able to troubleshoot the issue if such access is not approved by You. GoodData will use commercially reasonable efforts to provide support, and does not guarantee that it will fix any and all GoodData application software defects or make changes to the GoodData software application.

1.4. In connection with GoodData’s European data center operations, You specifically consent to and grant both United States-based and EU-based GoodData service personnel the express right to access, troubleshoot and provide technical support or implementation services related to any Customer Data that is stored, managed and processed in GoodData’s European data center.

2. Support Package Options.

2.1. Essential Level Support: telephone and email support as described in herein that includes four (4) hour response times for all Severity 1 Level issues. Essential Level Support is available Monday through Friday, 24 hours per day (excluding U.S. and UK holidays), and is included with the Standard Platform.

2.2. Enhanced Level Support: telephone and email support as described in herein that includes one (1) hour response times for all Severity 1 Level issues. Enhanced Level Support is available seven days per week, 24 hours per day (excluding U.S. and UK holidays), and is included with the Enterprise Platform.

2.3. ETL Monitoring Service: GoodData engineers monitor Your data model, and the extraction, transformation and loading (“ETL”) of Your Customer Data. To obtain the ETL Monitoring Service, You must have Enhanced Level Support and Success Advisory Services. The ETL Monitoring Service is required as part of the HIPAA Compliance Package.

3. Contacting GoodData Support.

3.1. Online Support Portal and Forums.
You will have login access to the GoodData Support portal, which provides access to the GoodData Forums (Knowledge Base), GoodData Documentation, and an online form for submitting Support tickets. The GoodData Support portal is located at https://support.gooddata.com/hc/en-us.

3.2. Email Support.
GoodData will provide You with access to Support via email. Support tickets are created for all requests received at support@gooddata.com, or https://support.gooddata.com/hc/en-us/requests/new.

3.3. Telephone Support.
The phone number for GoodData Support will be provided to You when Subscription Service commence. If a GoodData representative is unavailable to take Your call, You may leave a detailed message that describes the support issue, and include Your phone number and email address. Voicemails will be automatically converted into Support tickets and emailed to Support personnel on duty.

4. How Requests Are Logged and Tracked.

For each specific Support request, the GoodData Support team creates a Support ticket and assigns a Support request number. If You call or email with several different issues, GoodData may create different Support request numbers to track each individual issue. Responses to GoodData Support emails are automatically logged with the original request.

5. Severity Levels and Response Times.

5.1 For any issue with the GoodData Subscription Services reported to GoodData during the Coverage Period, GoodData will make commercially reasonable efforts to provide an initial Response (as defined below in Section 5.2), replicate the issue, and prepare a workaround to address and manage such issue in accordance with Table 1 below. All Support calls and emails will be routed directly to the GoodData Support specialists on duty.

5.2 As used in this Schedule, “Response” means that GoodData will make commercially reasonable efforts to answer Your telephone call or respond to Your web or email request received during the Coverage Period, as stated in Table 1 below (“Target Response Times”). GoodData will then acknowledge Your issue, and assign the issue a support request number. In some cases, GoodData may need to obtain additional information from You in order to resolve the issue. Response times depend on the Severity Level of the issue.

Table 1
Severity Levels and Target Response Times
Severity Level Target Response Times
(Essential Subscription Services Package)
Target Response Times
(Enhanced Support Package)
Workaround Guideline
(Applicable Only to Enhanced Support Package)
Severity Level 1 Four (4) hours Response Time, 24x5 Within 1 hour, 24x7, 365
**For ETL Monitoring Services Severity 1 Level Issues: 1 hour response, 24x7, 365
2 business hours
Severity Level 2 Next business day Within 4 business hours Next business day
Severity Level 3 As commercially reasonable Next business day As commercially reasonable

 

**ETL Monitoring Services are defined above in Section 2.3.

 

 

5.3 GoodData will make Severity Level determinations in accordance with the following guidelines:

  • Severity Level 1 is an emergency condition related to an error in the Subscription Services that makes the use or continued use of any one or more functions of the Subscription Services impossible. In such cases, GoodData Support personnel will provide incremental updates in the support ticketing system for all customer support tickets classified as a Severity Level 1 issue every 20-30 minutes until the Subscription Services is operational again. Examples include the Subscription Services being completely inaccessible to Your customers’ end users due to an error.
  • Severity Level 2 is, other than any Severity Level 1 issue, any condition that makes the use or continued use of any one or more critical areas of functionality of the Subscription Services inoperable and threatens future productivity. Examples are failures of data connectors that prevent loading or syncing of new data into customer projects.
  • Severity Level 3 is, other than any Severity Level 1 or Severity Level 2 issue, a minor problem condition or documentation error that the customer can easily circumvent or avoid. Examples include product enhancements, usage questions, and cosmetic problems.
gooddata support policy body section
Perfect.Let's get started.