Logik.io Support Policies
Goal
Logik.io is dedicated to making our customers successful and Customer Support is a key part of that. The details of our Support Policies are outlined below.
How to get Logik.io support?
For customers and partners who purchased a Logik.io license, the most expedited way to receive support is to email us at support@logik.io. Each case is assigned directly to one of our Logik.io support agents, who will provide one-on-one guidance and troubleshooting for any reported questions or issues.
What is our initial response time (Service Level Agreement)?
Standard Support Commitment
|
CASE TYPE |
SEVERITY DEFINITION |
PREMIER CUSTOMER SUPPORT |
|
Low No business impact |
No business impact |
1 business day EMEA - Monday - Friday, 7:00 to 21:00 Central European Time (UTC +1) (Excluding Holidays) |
|
Medium |
Little business impact Example: Validating rules are working as expected |
8 business hours EMEA - Monday - Friday, 7:00 to 21:00 Central European Time (UTC +1) (Excluding Holidays) |
|
Urgent |
Business severely impacted |
2 business hours EMEA - Monday - Friday, 7:00 to 21:00 Central European Time (UTC +1) (Excluding Holidays) |
|
Critical |
Business Stopped |
1 hour |
Premier Success Support Commitment
|
CASE TYPE |
SEVERITY DEFINITION |
PREMIER CUSTOMER SUPPORT |
|
Low No business impact |
No business impact |
2 business days EMEA - Monday - Friday, 7:00 to 21:00 Central European Time (UTC +1) (Excluding Holidays) |
|
Medium |
Little business impact Example: Validating rules are working as expected |
1 business day EMEA - Monday - Friday, 7:00 to 21:00 Central European Time (UTC +1) (Excluding Holidays) |
|
Urgent |
Business severely impacted |
4 business hours EMEA - Monday - Friday, 7:00 to 21:00 Central European Time (UTC +1) (Excluding Holidays) |
|
Critical |
Business Stopped |
2 hours |
When is support available?
- For non-critical cases, the support hours are Monday to Friday from 7am to 6pm Central Time (Excluding Holidays)
- For critical cases, the support hours are 24 hours a day, 7 days a week.
What do we support?
Our standard support offering includes support for everything natively in the Logik.io platform.This includes, but is not limited to, Logik.io Fields, Rules, Blueprints, Managed Tables, Layouts, Matrix Loader imports and exports, standard integrations leveraging the Logik.io Salesforce Managed Package or the ThreeKit Visualization player, and Logik.io APIs used to support headless eCommerce sites.What do I need to do when logging a case?
Provide us with as much information as possible to help diagnose the issue. We want to make sure all issues are resolved as quickly as possible, and the more information we have, the faster we can diagnose. Some things we ask for include:
- Case Priority (see column titles in above SLA section)
- Issue type (error, question)
- Application area (Field, Rule, Blueprint, Layout, Runtime UI, API, integration-with-<app>, etc.)
- Logik.io URL and click-path where we can see the issue
- Steps to reproduce the issue
- When the issue was first noticed
- Expected behavior
- Any other information you feel may be relevant
How about Planned Maintenance
Logik.io schedules upgrades and routine maintenance, during which time the Logik.io application could be unavailable. Upgrades are scheduled according to the following schedule:
| Sector | Schedule |
| Test | Bi-weekly on Thursdays |
| Prod | Bi-weekly on Friday, offset 13 calendar days after Test |
Routine maintenance is scheduled 8 PM CT Friday - Sunday 5 AM CT.