Incorta Direct Data Platform

The unified data analytics platform that provides everyone with the means to acquire, enrich, analyze, and act on business data with unmatched speed, simplicity, and insight.

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The fastest way to transform, connect, and prepare data from multiple data sources for complex analytics.

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Incorta Named for First Time in Magic Quadrant™

CEO Scott Jones shares insights on Incorta being named in the 2022 Gartner® Magic Quadrant™ for Analytics & BI Platforms. "The data warehousing paradigm can no longer keep up with the demands of today’s world."

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Incorta Named for First Time in Magic Quadrant™

Support Policy & Service Level Agreement

 

 

This Support Policy and Service Level Agreement describes Incorta’s Support, Maintenance Services, and Service Levels which will be provided to customers of Incorta purchasing a subscription license to one of Incorta’s software solutions identified in a valid Order. Customer shall additionally receive Priority Support or Premium Support as designated in the applicable Order Form. All capitalized terms used herein shall have the meaning set forth in the Agreement, unless otherwise defined herein. During the relevant Subscription Term and subject to the terms of the Agreement entered into between the parties and any limitations stated herein, Incorta will provide the following Support, Maintenance Services, and Service Levels to Customer:

  1. Support
    1. Standard Support offering
      Customer shall appoint up to three (3) individuals (or such other number identified in the relevant Order), at least one of whom has administrator privileges, who are knowledgeable in the operation of the Software to serve as the designated Customer contacts with Incorta for support calls (“Designated Support Contacts”).  Incorta shall provide English speaking remote assistance to Customer Contacts for questions or issues arising from any Error, as further described in this Policy, including troubleshooting, diagnosis, and recommendations for potential workarounds for the duration of Customer’s subscription to the applicable Service. Incorta shall also provide the specific entitlements as further described in this Policy and the tables below. Details for additional Support Subscriptions are described on the Incorta Support Portal (“Incorta Support Subscriptions”) at https://support.incorta.com (or such successor URL as may be designated by Incorta) , which is incorporated herein by this reference.
    2. Contacting Customer Support
      Customer Contacts may contact Incorta Support by: (a) submitting a support request to the Incorta webpage hosting the support portal located at https://support.incorta.com (or such successor URL as may be designated by Incorta) and designating the appropriate severity level according to (“Table 1 - Severity Levels For Confirmed Errors”) below, (b) submitting the support request to support@incorta.com. All Customer Contacts must be reasonably trained in the use and functionality of the Service and the Incorta Documentation and shall use reasonable diligence to ensure a perceived Error is not an issue with Customer equipment, software, or internet connectivity.
    3. Submission of Support Tickets
      1. Each Support Ticket shall; (a) designate the Severity Level of the Error in accordance with the definitions in (“Table 1 - Severity Levels For Confirmed Errors”), (b) identify the Customer Account that experienced the error, (c) include information sufficiently detailed to allow Incorta Support to attempt to duplicate the Error (including any relevant error messages), and (d) provide contact information for the Customer Contact most familiar with the issue.
      2. A “Confirmed Error” is defined as any failure of the Software to meet Incorta’s specifications for the Software outlined in the relevant Documentation.
      3. Unless Customer expressly designates the Severity Level, the Support Ticket will default to Severity Level 4.
      4. If Customer believes the issue to be related to Client Software (as defined in the Agreement), then the Support Ticket shall also include the applicable Client Software log files.
      5. If Customer Contacts submit Support Tickets related to enhancement or feature requests, Incorta shall treat those tickets as closed once the request has been forwarded internally.
      6. Failure of Customer to respond to Incorta’s requests for a period of five (5) business days may result in Incorta closing the Support Ticket. Customer may at any time add a new support case.
    4. Customer Responsibilities
      1. Customer will provide Incorta with reasonably requested information and assistance to help Incorta identify, duplicate and resolve the support issue, including where necessary, access to Customer’s personnel, equipment and testing environments as reasonably requested by Incorta.
      2. Customer will maintain a current backup copy of all data processed or stored by the Software; Incorta shall not be responsible for any loss of data. Customer will implement procedures for the protection of data and the implementation of backup facilities in the event of errors or malfunction of the Software.
      3. Customer will take all steps necessary to carry out procedures for the rectification of errors or malfunctions within a reasonable time after such procedures have been received from Incorta.
      4. Customer will maintain a running instance of the Software in a non-production environment to enable and manage testing of Updates prior to release in a production environment and to enable troubleshooting in a non-production environment; Failure to do so shall excuse Incorta from meeting stated response times outlined in (“Table 2 - Support Response Times”). 
    5. Priority Support
      1. If Customer is receiving Priority Support, the following shall apply in addition to the support description in Section a (Standard Support Offering):
        1. Follow-the-Sun Case Management. Incorta Support shall implement follow-the-sun case management for handling Severity Level 1 Support Tickets, to better facilitate uninterrupted support by utilizing Incorta Support across multiple time zones.
          1. Customer shall nominate Customer Contact with the required access privileges to work with Incorta Support, throughout the effort to resolve Severity Level 1 Support Tickets; Failure to do so shall excuse Incorta from meeting stated response times outlined in (“Table 2 - Support Response Times”).  Incorta’s obligations to provide Priority Support are conditioned upon such Customer Contact being available to assist Incorta Support with their resolution efforts. In such event as the Customer Contact is unavailable Incorta will not be obligated to conform to the Incorta Support Response Times outlined in Table 2 herein.
        2. Case Escalation. If Customer reasonably believes Incorta Support is not performing in a professional manner or is failing to provide timely responses in accordance with this Policy, Customer may escalate the Support Ticket using the support escalation process described at the Incorta Support Portal (“Case Escalation”). Any Support Ticket escalated by Customer will be directed to Incorta’s management team for consideration.
      2. Additional details on Priority Support are available on the Incorta Support Portal (“Incorta Support Subscriptions”)
    6. Premium Support
      1. If Customer is receiving Premium Support, the following shall apply in addition to the support description in Section a (Standard Support Offering) and Section e (Priority Support):
        1. Follow-the-Sun Case Management. Incorta Support shall implement follow-the-sun case management for handling Severity Level 1 and Severity Level 2 Support Tickets, to better facilitate uninterrupted support by utilizing Incorta Support across multiple time zones.
      2. Additional details on Priority Support are available on the Incorta Support Portal (“Incorta Support Subscriptions”)
    7. Other Support and Training
      Incorta also offers various support and training resources such as documentation, community forums, FAQs and user guides available on the Incorta Support Portal and on Incorta Community. Additionally, Incorta offers for-fee consultation and training services via our Expert Services offerings.
    8. Error Severity Levels and Response Times
      1. Incorta’s technical support offering includes the following response times which are dependent on the classification of the severity of the issues raised, and are further based on the Customer’s individually contracted Support Subscriptions. Upon receipt of a Support Ticket, Incorta, at its sole discretion, determines the Error and assigns the applicable Severity Level based on descriptions in (“Table 1 - Severity Levels For Confirmed Errors”). Incorta shall use commercially reasonable efforts to meet the Initial Response Time Target for the applicable Severity Level, as measured during In-Region Incorta Support Hours set forth in (“Table 3 - Incorta Support Hours”) below (such hour(s), “Business Hour(s)” with the total Business Hours in an in-region support day being “Business Day(s)”).
      2. If the Customer Contact that submitted the Support Case is unresponsive or unreachable, Incorta may downgrade the Severity Level by one level.
      3. If Incorta’s Severity Level designation is different from that assigned by Customer, Incorta will promptly notify Customer of such designation change. If Customer notifies Incorta of a reasonable basis for disagreeing with Incorta’s designated Severity Level, the parties will discuss in an effort to come to mutual agreement. If disagreement remains after discussion, each party will escalate within its organization and use good faith efforts to mutually agree on the appropriate Severity Level.
      4. Additionally, for Customer’s purchasing a subscription to the Incorta Cloud Solution, Section 2 – Service Level Agreement, below applies.

        Table 1 - Severity Levels For Confirmed Errors

        Severity Level

        Error Description

        Severity Level 1

        (Ticket Priority: Sev 1)

        Error rendering the Software in production environment completely inoperable or down or critical subsystem in Software in production environment is down with critical impact on Customer’s business.  No workaround or alternative is available.

        Severity Level 2

        (Ticket Priority: Sev 2)

        Error rendering a) the Software performance is substantially degraded or restricted in production environment; b) system and/or data is exposed to potential loss, interruption, c) the Software completely inoperable or down or critical subsystem in Software is down on Customer’s staging system/environment during testing, causing a significant impact on Customer’s business.  No bypass or alternative is available.

        Severity Level 3

        (Ticket Priority:Sev 3)

        Error that has a medium-to-low impact on Software operability or functionality (with or without a workaround) in Customer’s production or staging environment.

        Severity Level 4

        (Ticket Priority: Sev 4)

        a)An Error that has low-to-no impact on Software operability or functionality (with or without a workaround) in Customer’s production or staging environment; b)General questions regarding Software functionality; c) Minor imperfections, discrepancy or peculiarity in Software or Documentation causing low or no impact on Customer’s business.

        Enhancement and Feature Requests are not included in this severity level; But may be proposed to Incorta Support.


        Table 2 - Support Response Times

        Plan Benefits

        Standard Support

        Priority Support

        Premium Support

        P1 Response

        4 hours, 24x7

        2 hour,   24x7

        30 minutes, 24x7

        P1 Update Frequency***

        4 hours,   24x5

        4 hours,   24x7

        1 hour,   24x7

        P2 Response

        4 business hours

        4 business hours

        4 hours, 24x5

        P2 Update Frequency***

        1 business day

        1 business day

        8 hours, 24x5

        P3 Response

        1 business day

        1 business day

        4 Business Hours

        P3 Update Frequency

        5 business days

        2 business days

        1 business day

        P4 Response

        2 business days

        2 business days

        1 business day

        P4 Update Frequency

        20 business days

        20 business day

        5 business days

        *** Update frequency times apply until the system is back up or a workaround is identified.
    9. Support Hours
      1. Incorta assigns the ticket’s service region based on the designated Contact’s location. The customer may request a change of the designated service region by emailing support@incorta.com with the request and the required designation. The change is limited to twice a year for each Contact.

        Table 3 - Incorta Support Hours

        Incorta Service Region

        Americas

        Europe, Middle East, and Africa

        Asia Pacific

        Support Business Hours

        Monday Through Friday

        8AM to 8PM CST

        Sunday through Friday

        8AM to 5PM GMT

        Monday through Friday

        8AM to 5PM SGT

        Excluded Holidays

        Recognized US Federal Holidays

        Recognized EMEA Bank Holidays

        Recognized APAC Holidays

    10. Maintenance. As part of the subscription license to Software and as governed by the Release Support Policy located at https://docs.incorta.com/home/incorta-release-support-policy/ (or such successor URL as may be designated by Incorta), Incorta will provide Customer, free of charge, with access to all bug fixes, patches, upgrades, new features or functional enhancements to the Software that is generally made available free of charge to Incorta’s customers who have purchased a subscription to Software (“Updates”).
  2. Service Level Agreement
    1. Definitions
      1. Availability - The Service is considered available if Customer is able to access and login to the Service. Additionally the Service is considered available even if the user is unable to access or log into the service in the following cases:
        1. There is a scheduled downtime about which the customer was notified sufficiently in advance (at least 7 calendar days).
        2. The cluster is down as a result of an action by Customer.
      2. “Monthly Availability Percentage” is defined as the difference between Calendar Minutes and the Unavailable Minutes, divided by Calendar Minutes, and multiplied by one hundred (100).
      3. “Calendar Minutes” is defined as the total number of minutes in a given calendar month.
      4. “Unavailable Minutes” is defined as the total accumulated minutes when the Service is Unavailable.
    2. Service Level
      1. The Monthly “Uptime” Percentage for the Incorta Service is ninety-nine and nine-tenths percent (99.9%) (“Service Level”).
    3. Measurement and Reporting
      1. Incorta uses 3rd party tools to monitor Service Availability. The real time availability status is reported using a status page located at https://status.incorta.com/ (or such successor URL as may be designated by Incorta).
  3. Incorta Cloud Service Standard Data Backup Policy
    Incorta’s Data Backup Policy applies to customers who have a valid subscription to Incorta’s Cloud Service and only to that subscription. Incorta “Standard” backup policy for Incorta Cloud Production Instances includes:
    • A daily backup of Metadata as stored in in Incorta Metadata database
    • Customer can request full back-up on demand , not to exceed once a quarter. Incorta reserves the right to deny such request.
  4. Exclusions
    Notwithstanding any of the forgoing, the following limitations apply: Incorta is only responsible to provide Customer Designated Support Contacts with the Support and Maintenance Services described herein; The service levels described above apply only to Confirmed Errors found in the Software and only if Customer maintains an non-production environment where Updates are tested prior to use in the production environment;  Incorta shall not be responsible for (a) for Third Party Products, or any software, firmware, hardware not supplied by Incorta, or for information or memory data contained in or stored on third party products or services, (b) failure by Customer to maintain the proper operating system environment or to use the Software in accordance with the Agreement or the Documentation; or (c) Software that is modified other than by Incorta or its personnel; (d) Software that is marked End of Life as per Incorta Release Support Policy located at https://docs.incorta.com/home/incorta-release-support-policy/ (or such successor URL as may be designated by Incorta); (e) Evaluation Versions of the Software or other software provided at no charge; (f) training, customization, integration, and any issues arising from unlicensed use of the Software; and (g) any on-site services or remote access services. Support services does not include on-site support, consulting (re-designing, re-programming or reconfiguring the Customer's Software or Implementation) and system design, program coding, project management, facility management or support for incompatible products or third-party suppliers' products.  Services requested outside of scope of this policy, may be reviewed as for-fee additional work delivered as part of our Expert Services offerings.
  5. Change
    Incorta may make changes to this policy with thirty (30) days’ notice to Customer (via the support portal or otherwise), provided such change is in connection with a standard change made to its then-current standard Support Policy and there is no material degradation to the support offering.