Support Services Agreement
If you are on an Enterprise plan and your Order specifies one of the following support levels–Standard, Plus or Custom–we will provide the corresponding services listed below.
Talk to one of our support engineers via email@example.com
API status notifications
Subscribe to text / email / Twitter updates: http://status.mapbox.com/
1-business dayresponse time
For all requests from 1 named point of contact within your organization, to firstname.lastname@example.org
Emergency email address with guaranteed 1-hr response time for any Priority Level 1 Issue
Email support for multiple users
1-business day response time for all requests from up to 5 named points of contact within your organization
Dedicated Customer Success Manager
Named Mapbox point person for all support questions
Scheduled quarterly touch points with Customer Success Manager to review implementation and development plans
A private channel in GitHub, open 24/7 with access to all Mapbox engineering teams
Custom support andexpertservices
Customized to your needs depending on the type and level of services
“BusinessDays” are Monday through Friday, 8:00 a.m. to 6:00 p.m. Pacific Time, excluding major U.S. holidays. Our team triages requests that come in outside of business hours on the following business day.
“Priority Level 1 Issue” means your notification to us of a Service outage for an in-production Licensed Application that you have confirmed, after your reasonable internal review, has resulted in a complete loss of service with no available workaround.
“ResponseTime” refers to the amount of time from when your notification to us (by the authorized means described above) to when we provide our first response to your notification, each as determined by our systems and records. Response time does not mean resolution of the issue and we provide no guarantee with respect to issue resolution. We retain the right, in our reasonable discretion, to determine whether any issue that you notify us constitutes a Priority Level 1 Issue.
Response Time Guarantee
If you are on a Standard, Plus or Custom plan and our average response time as specified herein for your Support Services plan fails to meet the response time guarantee for the Support Services for any calendar month, we will provide you with a Support Service credit equal to 100% of the Support Service fees owed for such month. Support Service credits may not be exchanged for, or converted to, monetary compensation, and may only be used in connection with a purchase of Support Services for a Renewal Term. The maximum Support Services credit is 100% of the Support Service fees owed for the applicable calendar month.
Support Service credits are calculated as a percentage of the total charges you owe us for Support Services each month (e.g., your annual fee for Support Services divided by 12).
This Support Services Agreement is your sole and exclusive remedy (and our sole liability) for our Support Services.
A response time is excluded from the response time guarantee, and will not count towards average response time calculations for purposes of Support Service credits, if:
the unavailability is due to scheduled downtime, provided we notify you at least 48 hours in advance;
you are in breach of the Agreement (including your payment obligations to us), or the unavailability is otherwise due to your actions; or
the unavailability is covered by Section 15.12 of the ETOS (Force Majeure).
By providing you with at least 30 days’ advance written notice prior to any Renewal Term, we may terminate the Support Services as of the last day of the then current Initial Term or Renewal Term.