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Iron.io Support Policy

Last Updated: July 7, 2014

This document outlines terms for the Iron.io Support Plans (“Support Plans”). It shall be incorporated as part of the Iron.io Terms of Service (“TOS”) by and between Iron.io, Inc. (“Iron.io”, “us” or “we”) and users of Iron.io’s services (“you”) and shall be applicable for customers who are on a Support Plan as indicated in an online plan description and/or included as part of a written Order Form.

Unless otherwise provided herein, these Support Plan terms are subject to the terms of the TOS and capitalized terms will have the meaning specified in the TOS. We reserve the right to change Support Plan terms in accordance with the TOS. Current Support Plan customers will be notified in advance of any material changes that affect scope, quality, or timeliness of support. Customers under written term contracts may be eligible for adjustments, refunds, and/or credits, if applicable, upon mutual discussion and agreement.

Support Plans

The terms and conditions below shall be applicable to the following plans as listed. If not specifically listed, the terms shall apply to all plans.

Chat Support

(Premium and 24/7 Support Plans)

A chat room address will be provided that will provide access to Iron.io support and/or engineering staff where you will receive prioritized assistance. The chat room has almost round-the-clock coverage although it should not be considered the primary support access channel. Support tickets should be sent in accordance with the procedure outlined below.

Phone Support

(24/7 Support Plans)

A dedicated support phone number will be provided for assistance for contact during extended business hours. This support can be used to address account issues as well as receive technical assistance. (Contact can be made after business hours although coverage may not be as consistent.)

Prioritized Support Ticket Response

Prioritized online ticket support shall be provided to you by Iron.io in accordance with the following Support Plans descriptions. Upon submission by you of a support ticket identifying the issue, Iron.io Customer Support shall respond within the following specified response windows and communication channels.

Limited Standard Premium Enterprise
Ticket Prioritization --- Medium High Highest
Business Support Hours --- M-F 7AM - 7PM PST 6AM - 9PM PST 24/7
Response Time (Business Hours) 48 Hours 24 Hours 1 Hour 1 Hour
Response Time (Off Hours Issues) 48 Hours 24 Hours 6 Hours 3 Hours
Communication Channels Web/Email Web/Email Web/Email/Chat Web/Email/Chat/Phone
Technical Account Manager --- --- --- Yes

Technical Account Manager

(24/7 Support Plans)

A single point of contact will be assigned who can help with account management needs as well as provide technical assistance or direct Iron.io sevice and support engineers. The account manager shall be identified to you via email at the onset of a Support Plan. Iron.io reserves the right to change the technical account manager at any time at its sole discretion but will meaningfully consult with you prior to a change and make reasonable efforts to maintain continuity of the account.

Pair Programming Sessions and Architecture Reviews

(Premium and 24/7 Support Plans)

Technical resources from Iron.io shall be available to provide Customers hands-on assistance with architectural and development needs. This assistance can be in the form of scheduled pair programming sessions via phone, chat, or video), email exchanges, or reviews and commenting on documents. More in-depth interaction can be offered that may include hands-on assistance with creating or modifying workers, customizations of client libraries, or other forms of code development. Quarterly reviews are also available as part of Premium and 24/7 Support Plans and can address usage patterns, performance levels, feature requests, and near-term product roadmap.

Additional resources to provide more comprehensive work can be provided as part of a professional services engagement. Note that hands-on activities may necessitate the execution of a professional services agreement detailling the nature of the work and establishing.

Product Roadmap Insight

(24/7 Support Plans)

Customers will be provided greater insight into the product roadmap including feature prioritization, major releases, and features still in discussion. Such roadmap insight can be requested as part of assistance and consultation or within the context of a quarterly account review.