SUPPORT

Technical support built for production.

Clear response goals, defined severity levels, and direct access to the engineering team. No ticket queues. No runaround.

Contact salesGet started free
1 hourEnterprise Sev-1 response
24/7Premium & Enterprise coverage
4Severity levels with defined SLAs
EnglishSupport language

INITIAL RESPONSE GOALS

Our response goals by subscription.

The hours, support channels, and initial response goals for each of our subscriptions are defined below.

SEV 1
CriticalProduction system down. No workaround available.
SEV 2
HighMajor feature impaired. Workaround may exist but degrades operations.
SEV 3
MediumNon-critical feature affected. Workaround available.
SEV 4
LowGeneral questions, feature requests, documentation issues.
CommunityFree
HoursCommunity forums
Channels
GitHub IssuesCommunity Slack
Response goals
Sev 1Best effort
Sev 2Best effort
Sev 3Best effort
Sev 4Best effort
StandardIncluded
HoursBusiness hours (9am–6pm ET, Mon–Fri)
Channels
EmailSupport portal
Response goals
Sev 11 business day
Sev 23 business days
Sev 35 business days
Sev 47 business days
PremiumAdd-on
Hours24×7×365
Channels
EmailSupport portalSlack ConnectPhone
Response goals
Sev 16 business hours
Sev 21 business day
Sev 33 business days
Sev 45 business days
EnterpriseCustom
Hours24×7×365 + Dedicated TAM
Channels
EmailSupport portalSlack ConnectPhoneDedicated channel
Response goals
Sev 11 hour
Sev 26 hours
Sev 38 business hours
Sev 41 business day
04

SECTION 4

Customer obligations.

4.1Enable effective support

To enable hoop.dev to provide Support, you agree to: (i) provide reasonable detail of the nature of and circumstances surrounding the Issue or Error; (ii) provide reasonable access to your environment as necessary; and (iii) provide reasonable cooperation in the diagnosis and resolution of any Issues and Errors.

With your consent, hoop.dev may share information related to a particular support case with your other relevant service providers that are hoop.dev partners in order to troubleshoot and resolve the support case.

4.2Critical severity protocol

You must contact hoop.dev Technical Support via the support portal immediately after opening a Severity Level 1 or Severity Level 2 support case to ensure the applicable Initial Response Goal is met.

05

SECTION 5

Support limitations.

Support is only available in English. hoop.dev has no obligation to provide any Support to Customer in the following circumstances:

(i)For any software, hardware, or other element of the Customer environment not provided by hoop.dev.
(ii)If Customer or a third party has altered or modified any portion of the Cloud Services.
(iii)If Customer has not used the Cloud Services in accordance with Documentation or instructions provided by hoop.dev, including failure to follow implementation procedures.
(iv)If Customer is running a version of the Cloud Services that has passed its end of life date.
(v)For Beta Offerings.

PREMIUM & ENTERPRISE

Need faster response times and dedicated support?

Premium and Enterprise support packages include 24/7 coverage, dedicated Slack channels, phone support, and a Technical Account Manager. Contact sales for pricing.

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