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Support Terms and Conditions
1. Support and Maintenance Services
1.1 Error Correction:{" "} Assistance provided to a designated technical support contact for resolving issues related to the use of the Service.
1.2 Email Support: Access to support via email.
1.3 Self-Help Materials:{" "} Information provided by Bronto to assist customers to resolve issues independently.
1.4 Product Updates: Regular product updates made available to support customers at no additional cost, at {"Bronto's"} discretion.
2. Error Priority Level
Customers can report all Errors to Bronto using the following contact information:
Email:{" "} support@brontobytes.io
Online Support: In-app help page
Bronto will make commercially reasonable efforts to correct any Errors reported by the customer, following the priority level assigned to each Error by Bronto. The priority levels and response times are as follows (note that time frames are relative to the region where your Bronto service is deployed):
- Priority 1 "Mission Critical":
Initial Response Time Target: <2 Hours
Target Status Update: 4 Business Hour- Priority 2 "High":
Initial Response Time Target: <4 Business Hours
Target Status Update: 12 Business Hours- Priority 3 "Medium":
Initial Response Time Target: <12 Business Hours
Target Status Update: 3 Business Days- Priority 4 "Information or General Assistance":
Initial Response Time Target: <24 Business Hours
Target Status Update: 5 Business Days
Support is provided from 9 a.m. to 6 p.m. GMT, Monday through Friday, excluding company holidays for all Error reports. Priority 1 Errors will be accepted and addressed on a 24×7 basis.
3. Community Support for Free Users`
1. Free plan users can access community support through our dedicated Slack channel.
2. Community support includes peer-to-peer assistance and guidance from community moderators.
3. Bronto does not guarantee response times for community support.
4. For access to the Slack channel, users need to sign up through the provided link in their Bronto account.
4. Exclusions
Bronto shall have no obligation to provide support in the following cases:
Altered or Damaged Software: {" "} Issues arising from altered or damaged software.
Customer-Induced Problems:{" "} Problems with the Service caused by the customer's negligence, abuse, misapplication, or unauthorized use of the Service contrary to {"Bronto's"} user documentation.
External Causes: Issues resulting from causes beyond the control of Bronto. e.g. issues with third-party software or OS-specific issues.
Additionally, Bronto shall not be liable for any changes to the customer's hardware or software systems that may be necessary to use the Services due to a workaround or maintenance.
5. Definitions
- Email Support: The ability to request technical support assistance via email at any time, with reasonable efforts by Bronto to respond promptly, concerning the use of the current version of a Product.
- Error: A flaw or malfunction in the Service that significantly degrades its performance, functionality, or availability.
- Error Correction: The use of reasonable commercial efforts to correct Errors.
- Fix: The repair or replacement of software components, service features, or documentation to remedy an Error.
- Initial Response: The first contact by a Support Engineer after an incident has been logged and a ticket generated.
- Priority 1 "Mission Critical": {" "} An Error that renders Bronto Service completely inoperative (e.g., an end-user cannot access the Service due to unplanned service downtime).
- Priority 2 "High": An Error where the Customer can access the Bronto Service, but one or more significant features are unavailable (e.g., data is not ingesting or is not queryable).
- Priority 3 "Medium": An Error that does not prevent the End-User from accessing significant features of the Bronto Service but affects performance or functionality (e.g., data is ingesting and queryable but slower than expected).
- Priority 4 "Information or General Assistance": {" "} An Error related to the Service that has a minor impact on functionality, product documentation, or requests for feature improvements.
- Status Update: If the initial Workaround or Fix cannot resolve the Error, notification to the Customer regarding the progress of the Workaround or Fix.
- Self-Help Materials:{" "} Information available through {"Bronto's"} in-app help website, including bug reporting, release notes, and help guides.
- Community Moderator: A designated individual who oversees the community support channel, providing guidance and assistance to users, but not guaranteeing specific response times.
- Workaround: A change in the procedures followed or data supplied by the Customer to avoid an Error without substantially impairing the Customer's use of the Service.
These terms and conditions constitute a service contract and not a product warranty. This is an additional part of the online agreement and does not change or supersede any term of the online agreement except to the extent unambiguously contrary thereto.
1.1 Error Correction:{" "} Assistance provided to a designated technical support contact for resolving issues related to the use of the Service.
1.2 Email Support: Access to support via email.
1.3 Self-Help Materials:{" "} Information provided by Bronto to assist customers to resolve issues independently.
1.4 Product Updates: Regular product updates made available to support customers at no additional cost, at {"Bronto's"} discretion.
2. Error Priority Level
Customers can report all Errors to Bronto using the following contact information:
Email:{" "} support@brontobytes.io
Online Support: In-app help page
Bronto will make commercially reasonable efforts to correct any Errors reported by the customer, following the priority level assigned to each Error by Bronto. The priority levels and response times are as follows (note that time frames are relative to the region where your Bronto service is deployed):
- Priority 1 "Mission Critical":
Initial Response Time Target: <2 Hours
Target Status Update: 4 Business Hour- Priority 2 "High":
Initial Response Time Target: <4 Business Hours
Target Status Update: 12 Business Hours- Priority 3 "Medium":
Initial Response Time Target: <12 Business Hours
Target Status Update: 3 Business Days- Priority 4 "Information or General Assistance":
Initial Response Time Target: <24 Business Hours
Target Status Update: 5 Business Days
Support is provided from 9 a.m. to 6 p.m. GMT, Monday through Friday, excluding company holidays for all Error reports. Priority 1 Errors will be accepted and addressed on a 24×7 basis.
3. Community Support for Free Users`
1. Free plan users can access community support through our dedicated Slack channel.
2. Community support includes peer-to-peer assistance and guidance from community moderators.
3. Bronto does not guarantee response times for community support.
4. For access to the Slack channel, users need to sign up through the provided link in their Bronto account.
4. Exclusions
Bronto shall have no obligation to provide support in the following cases:
Altered or Damaged Software: {" "} Issues arising from altered or damaged software.
Customer-Induced Problems:{" "} Problems with the Service caused by the customer's negligence, abuse, misapplication, or unauthorized use of the Service contrary to {"Bronto's"} user documentation.
External Causes: Issues resulting from causes beyond the control of Bronto. e.g. issues with third-party software or OS-specific issues.
Additionally, Bronto shall not be liable for any changes to the customer's hardware or software systems that may be necessary to use the Services due to a workaround or maintenance.
5. Definitions
- Email Support: The ability to request technical support assistance via email at any time, with reasonable efforts by Bronto to respond promptly, concerning the use of the current version of a Product.
- Error: A flaw or malfunction in the Service that significantly degrades its performance, functionality, or availability.
- Error Correction: The use of reasonable commercial efforts to correct Errors.
- Fix: The repair or replacement of software components, service features, or documentation to remedy an Error.
- Initial Response: The first contact by a Support Engineer after an incident has been logged and a ticket generated.
- Priority 1 "Mission Critical": {" "} An Error that renders Bronto Service completely inoperative (e.g., an end-user cannot access the Service due to unplanned service downtime).
- Priority 2 "High": An Error where the Customer can access the Bronto Service, but one or more significant features are unavailable (e.g., data is not ingesting or is not queryable).
- Priority 3 "Medium": An Error that does not prevent the End-User from accessing significant features of the Bronto Service but affects performance or functionality (e.g., data is ingesting and queryable but slower than expected).
- Priority 4 "Information or General Assistance": {" "} An Error related to the Service that has a minor impact on functionality, product documentation, or requests for feature improvements.
- Status Update: If the initial Workaround or Fix cannot resolve the Error, notification to the Customer regarding the progress of the Workaround or Fix.
- Self-Help Materials:{" "} Information available through {"Bronto's"} in-app help website, including bug reporting, release notes, and help guides.
- Community Moderator: A designated individual who oversees the community support channel, providing guidance and assistance to users, but not guaranteeing specific response times.
- Workaround: A change in the procedures followed or data supplied by the Customer to avoid an Error without substantially impairing the Customer's use of the Service.
These terms and conditions constitute a service contract and not a product warranty. This is an additional part of the online agreement and does not change or supersede any term of the online agreement except to the extent unambiguously contrary thereto.
