This Support and SLA Policy applies only where an Order expressly includes a Cogrion support plan or service-level commitment. The applicable Order controls the purchased plan, subscription term and any negotiated exceptions. Response targets are measured from Cogrion’s receipt of a complete support request through an approved channel.
No support target is a guarantee of resolution, restoration, uninterrupted operation or business outcome. Except for service credits expressly stated in an Order, support and service-level remedies are subject to the MCSA and do not create additional liability.
1. Response targets and business hours
| Severity | Business Support | Enhanced Support | Production Support |
|---|---|---|---|
| Mission Critical | Not available | Not available | Contact Sales |
| Severity 1 — Critical | 1 business day | 2 hours | Contact Sales |
| Severity 2 — High | 1 business day | 4 business hours | Contact Sales |
| Severity 3 — Medium | 1 business day | 4 business hours | Contact Sales |
| Severity 4 — Low | 1 business day | 1 business day | Contact Sales |
Business hours
Business Support. 9:00 a.m. to 6:00 p.m., Monday to Friday, in the time zone specified in the applicable Order, excluding applicable public holidays.
Enhanced Support. Severity 1 support is available 24×7. Severity 2, Severity 3 and Severity 4 cases are handled during Business Hours.
Production Support. Production Support coverage, response targets, severity classifications and eligibility requirements will be specified in the applicable Order or support schedule. Please contact Cogrion Sales for further information.
2. Severity levels
| Severity | Definition | Customer obligation |
|---|---|---|
| Severity 1 — Critical | Production use is unavailable or materially inoperable, causing severe business impact, with no reasonable workaround. | Provide continuous contact, timely diagnostic access and reasonable cooperation until stabilised. |
| Severity 2 — High | A major production function is materially degraded or unavailable, but the Service remains partially usable or a workaround exists. | Provide a responsive technical contact and requested diagnostics. |
| Severity 3 — Medium | A non-critical function is impaired, or Customer needs technical assistance with limited business impact. | Provide reproducible details and respond during the applicable support window. |
| Severity 4 — Low | General question, documentation request, cosmetic issue or enhancement request. | Provide context and desired outcome. |
3. Submitting a support request
Customers may submit support cases through the support channel identified during onboarding or in the applicable Order. Unless another channel is specified, support cases may be submitted to admin@cogrion.com by an authorised Customer contact.
A case should include the affected environment, impact, start time, recent changes, relevant error messages, steps already taken and a contact who can assist. Credentials, secrets and unnecessary personal data must not be included.
4. Response and resolution
Response targets represent Cogrion’s target time to acknowledge and commence assessment of a properly submitted support case. They are not resolution, restoration or workaround times and do not guarantee that an issue will be resolved within a specified period.
Response targets begin when a case is submitted through an approved support channel by an authorised Customer contact and contains sufficient information for Cogrion to begin investigating. Time spent awaiting information, access, approvals or action from Customer or a third party is excluded.
Cogrion may reasonably reclassify a support case if its actual impact or circumstances do not meet the selected severity definition.
Cogrion will use commercially reasonable efforts to investigate and provide status updates, workarounds or remediation appropriate to severity. Resolution time depends on cause, reproducibility, Customer cooperation, third-party dependencies and whether a product change is required.
5. Availability commitment
If an Order includes a monthly uptime commitment, the percentage and any service-credit remedy must be stated in that Order or in a published service schedule expressly incorporated by it. No uptime commitment or service credit applies merely because this page is referenced.
6. Exclusions
Support targets and availability calculations do not apply to issues caused by:
- Customer systems, cloud environments, data, code, credentials, configurations, networks or actions outside Cogrion’s control;
- third-party services or model providers not controlled by Cogrion;
- Customer’s failure to follow Documentation, maintain supported versions or implement requested remediation;
- preview, beta, evaluation, proof-of-concept or no-charge Services;
- scheduled maintenance notified in advance, emergency maintenance reasonably required for security, or force majeure events;
- suspension permitted by the Agreement, misuse, unsupported workloads or usage beyond agreed limits.
7. Maintenance
Cogrion will use reasonable efforts to provide advance notice of planned maintenance expected to cause material interruption. Emergency maintenance may occur without advance notice where reasonably necessary to address security, integrity or availability risks.
8. Customer cooperation
Customer must maintain current authorised support contacts, provide timely and accurate information, preserve relevant logs, implement agreed workarounds and fulfil responsibilities allocated to Customer. Response clocks may pause while Cogrion is awaiting information, access or action reasonably required from Customer.
9. Service credits
Service credits apply only if expressly stated in the applicable Order or service schedule. Unless otherwise agreed, credits are Customer’s sole and exclusive remedy for failure to meet an availability commitment, must be requested within [30] days after the affected month, cannot exceed the fees paid for the affected Service for that month, and cannot be exchanged for cash.
10. Changes
Cogrion may update operational procedures and support channels from time to time. Cogrion will not materially reduce purchased support entitlements during a current subscription term unless required for security or law or agreed with Customer.