Support Policy

Syndeca Technical Support Policy Overview

Technical support for Syndeca includes the following:

  • Access to our technical experts via telephone and email support
  • Access to resources on syndeca.com

Syndeca software support is set up for client success. Our approach to technical support provides streamlined communication and a simplified process. We strive to:

    1. Answer detailed questions about specific procedures, such as available features and functionality, as well as corresponding limitations.
    2. Isolate, document, and circumvent reported software defects.
    3. Allow access to our software development staff for safe hot fixes, as we deem appropriate.
    4. Provide limited and general advice on a case-by-case basis, depending upon your business needs.
    5. Address concerns through printed or online documentation using examples, or explanation for concepts requiring clarification.
    6. Provide guidance during Syndeca integration or initial implementation.
    7. Include limited assistance with programming site integration code.
    8. Act a liaison between the Syndeca system and approved third-party software.
    9. Reveal any knowledge or information for other applications or integrations with independent third-party software. (Please note that Syndeca cannot provide support for any vendor’s software or systems that is not on our approved list.)

Syndeca Technical Support applies only to the Syndeca platform and related licensed software products. Projects and associated work from Syndeca’s services engagements can be supported as Professional Services or under a services contract from Syndeca. Your account representative can assist you in selecting what’s appropriate for your company. To learn about Syndeca’s consulting services, your account representative can help guide you in selecting the best elements for you.

Some Syndeca software products are designed to be modified by the customer. However, modifying Syndeca software or products in a manner not authorized by the applicable user documentation might limit or preclude Syndeca from providing technical support. If you have any questions regarding whether your planned modification will result in a supported software configuration, contact Syndeca Technical Support. Attempting to make any modifications to Syndeca software or products, reverse engineer, reverse assemble or decompile Syndeca Platform or client applications or software, or in any way attempt to recreate or modify the source code for any Syndeca software is not authorized by your Syndeca license agreement could put your technical support at risk.

Technical Support Eligibility

Technical support is available to all customers who license Syndeca Platform software. However, you are encouraged to first contact your designated internal Syndeca support personnel. If you are unable to achieve resolution this way, your representative will reach out to Syndeca’s Technical Support or your account representative for further assistance. Whenever you contact any Syndeca team member, you might be required to provide some personal information, such as your company name, e-mail address, and phone number, in order to confirm your identity as a licensed customer. Failure to provide this information may prevent Syndeca Technical Support from taking action on your issue.

Technical Support Cost

For most Syndeca products and solutions there is no additional charge for technical support. Support of our software is considered a part of the license agreement. Additional charges for any fee-based technical support services are outlined in your license agreement. This includes, but is not limited to the following:

  • Writing custom code
  • Making changes to an existing Syndeca application
  • Adding features or functionality to an existing Syndeca application
  • Designing new features or enhancements
  • Debugging a complex application or integration

Techinal Support Hours

Support hours of operation for new questions are Monday through Friday, 9:00 a.m. to 5:00 p.m. PT.

Note: After-hours support is available only in English and is limited to critical Syndeca Platform cloud-availability problems. After-hours support for client applications is limited to searching the Technical Support database for known, readily-identifiable potential circumventions to previously-encountered similar problems. If no potential circumvention is found, support will continue during regular business hours.

In addition, you can access the Syndeca Customer Support Web site and e-mail support services 24 hours a day.

Problem Response Time

For Problems Reported by Phone

All problems reported to Technical Support are initially handled by a Syndeca consultant who will work with you to identify and (in many cases) solve your reported problem. If the problem is not resolved during the primary contact, the consultant assigns a tracking number to the problem and does additional research or might pass it to a specialist.

The following table provides information for Syndeca’s targeted goals for initial follow-up and frequency of updates for problems with different severities and conditions. Targeted response times are based on the nature and severity of the issue.

Priority

Description

Target Response Time (Ticket Acknowledgement)

Target Update Time

Target Fix Time

P1 Critical

Production software unusable/Production cloud servers inaccessible and there is no circumvention for the problem; a significant number of customers are affected, and a production business system is inoperable.

1 hour

2 hour

As soon as possible; work commences and continues until issue resolved or workaround deployed

P2 Normal

Partial software functionality unusable/Partial service unavailable creating a significant operational impact.

24 hours

48 hours

3 days, subject to available maintenance slot

P3 Minor

A component is not performing as documented; there are unexpected results; problems can be circumvented; there is moderate or minor operational impact.

48 hours

1 week

Next software release/service update

P4 Low

Information Request

48 hours

48 hours

1 week

For Problems Reported Electronically

Priorities are assigned to problems reported via the Web or e-mail, based on the guidelines above. A Technical Support consultant will respond to the customer who reported the problem by phone or e-mail within 24 hours, with the exception of problems that are reported on weekends and holidays. Because Syndeca cannot guarantee less than 24-hour response on problems tracked electronically, you should report Severity 1 problems by phone.

Resolving Issues

While Syndeca is committed to resolve customer problems as expeditiously as possible, due to the complex nature of omni-channel software development and operating environments, Syndeca cannot guarantee the time that it will take to resolve a problem. In addition, our response times may be affected if a customer fails to provide requested information and/or refuses to provide Syndeca with remote access to the customer’s relevant network(s) or system(s), as applicable.

Syndeca Software Support when Third Parties are Involved

In some instances, Syndeca is integrated with client systems or other third party systems and Environments. Syndeca reserves the right to investigate, debug and support these third party software integrations at our discretion.