This page provides details on support service terms for Fugue’s products and services.
Fugue SaaS - Support Services Terms and Conditions
These Support Services Terms and Conditions specify the standard support services provided by Fugue to customers who have executed a Master Subscription Agreement (MSA) or similar agreement (the “Agreement”) with Fugue for subscription to the Fugue SaaS service. For Customers who have not executed an Agreement, the terms below shall not apply and Fugue will provide support as specified in the Fugue Evaluation Subscription Agreement for SaaS https://www.fugue.co/evaluation-agreement-
Support Services Provided
a) Email support for all technical issues related to the use of the Fugue Software.
b) Access to the current online service documentation, tutorials and examples.
c) Access to all SaaS features (based on service offering purchase).
1) Incident Support
Customers may contact Fugue to provide a trouble report and request support services via:
Email: support@fugue.co
Phone: Fugue will at times provide support through a designated phone number provided directly to customer
2) Terms of Support
a) Usage and Availability
Customers will be able to submit an unlimited number of support requests per month. There is no limit on the number of users within a Customer organization who can submit a support request.
b) Response Times
Response Times are measured as the elapsed time between receiving an incident report via email or online ticketing and the time when Fugue assigns a Support Engineer to the Incident in our online ticket system. Confirmation of this assignment will be provided to the Customer via email. (Fugue Support Center hours are Monday through Friday, 8:00am to 9:00pm Eastern Time (except for holidays).)
| Severity Level | Definition | Response |
|---|---|---|
| Priority 1 | A Priority 1 issue has material to critical impact on a production environment, resulting in customer’s production environment being either down, or functioning at a materially reduced capacity. or with materially reduced functionality. | Fugue will use commercially reasonable efforts to diagnose and resolve (or mitigate) a Priority 1 fault within four (4) business hours after notification by the Customer and Fugue assigns a Support Engineer. |
| Priority 2 | A Priority 2 issue has some business impact on a production system, resulting in some non-material functionality or loss on the customer’s production system. The Services are usable, but do not provide the non-material function in the most convenient or expeditious manner. | Fugue will use commercially reasonable efforts to diagnose and resolve (or mitigate) a Priority 2 fault within twelve (12) business hours after notification by the Customer and Fugue assigns a Support Engineer. |
| Priority 3 | A Priority 3 issue is for non-production questions including general usage questions, issues related to non-production environment(s), or feature/enhancement requests. Priority 3 Severity issues can also relate to production cloud environments where the impact to production services is minor or non-existent. | Fugue will use commercially reasonable efforts to diagnose and resolve (or mitigate) a Priority 3 fault within one (1) business day of notification by the Customer and Fugue assigns a Support Engineer. |
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