General Support Policy
Vectorize AI, Inc. (Vectorize) provides Support of eligible Products under the terms of this Support Policy as long as Customer maintains a current subscription to Support or procures a Vectorize pricing plan which includes support. “Support” means the services described in this Support Policy and does not include one-time services or other services not specified in this Support Policy, such as training, consulting or custom development. This Support Policy is part of and subject to an agreement with Vectorize (the “Agreement”) that incorporates this Support Policy and the Order Schedule under which Customer is entitled to Support. Capitalized terms used but not defined herein have the meanings given to them in the Agreement.
- Technical Contacts
Support may be initiated and managed only by Customer’s Technical Contacts. “Technical Contacts” are named individuals who are responsible for administration of the Products within Customer’s organization. Customer with a plan that includes support will be able to designate up to five (5) technical contacts. Customer shall only designate as Technical Contacts those individuals who have knowledge of and experience with the operation of the Products and who have sufficient permissions and authority to access the Products in Customer’s environment.
- Informational Support
Vectorize will provide reasonable product and technical support to address questions concerning use of the Products. Technical Contacts may initiate Support by submitting a ticket through our 24-hour web ticketing system at help.vectorize.io/en/tickets-portal. Support is provided in the English language only. Customer acknowledges information and materials provided to Vectorize in connection with receiving Support may be used by the Vectorize global support team for the purpose of providing Support in accordance with this Support Policy.
- Issue Resolution
Vectorize will make commercially reasonable efforts to resolve any Issues submitted by Customer’s Technical Contacts. Such efforts may include helping with diagnosis, suggesting workarounds, providing patches (excluding for Open Source Software), or making a change to the Supported Software or Supported Service, as applicable and as specified in the Product Specific Support Terms, in such new release. An “Issue” is a material and verifiable failure of the Products to conform to its Documentation. Support will not be provided for the following: (1) use of the Products in a manner inconsistent with the applicable Documentation, (2) modifications to the Products not provided by or approved in writing by Vectorize, or (3) use of the Products with products or software not provided or approved in writing by Vectorize. Customer shall not submit Issues arising from any products other than the Products or otherwise use Support for unsupported products.
- Service Levels
When a Technical Contact submits an Issue, Vectorize will reasonably assess its priority according to the appropriate priority levels defined below. Vectorize will confirm the priority level with Customer and will resolve any disagreement regarding the priority as soon as is reasonably practicable. Urgent and High priority levels are not available for non-production systems.
Support Service Levels
| Pro Plan | Enterprise | |
| Standard Hours | 7am-7pm EST, M-F, excluding US and Canadian holidays | 7am-7pm EST, M-F, including holidays |
| Logging | Web | Web |
| Issues | Unlimited | Unlimited |
| Urgent SLO | 4 business hours | 1 business hour |
| Urgent SLA | 12 business hours | 4 business hours |
| High SLO | 12 business hours | 4 business hours |
| High SLA | 12 business hours | 8 business hours |
| Normal/Low SLO/SLA | 2 business days | 1 business day |
Starter Plan Customers are only entitled to community support via Discord.
“Urgent” means a catastrophic problem in Customer’s production systems. Examples include a complete loss of service, production systems that are crashed, or a production system that hangs indefinitely. Customer cannot continue essential operations.
“High” means a high-impact problem in Customer’s production systems. Essential operations are seriously disrupted, but a workaround exists which allows for continued essential operations.
“Normal” means a lower impact problem on a production or non-production system that involves a partial or limited loss of non-critical functionality, or some other problem involving no loss in functionality. Customer can continue essential operations. Normal problems also include all problems on non-production systems, such as test and development systems.
“Low” means a general usage question. It also includes recommendations for requests for new products or features, and requests for enhancements or modifications. There is no impact on the quality, performance, or functionality of the product in a production or non-production system.
Cloud Services Service Levels
This SLA applies to the production Cloud Services identified in the Customer’s Order Form. This SLA is subject to the MSA and does not modify its limitations, disclaimers, suspension, or force-majeure provisions.
| Plan | Monthly Uptime Commitment |
|---|---|
| Starter | 99% |
| Pro | 99.5% |
| Enterprise | As specified on the Customer’s Order Form |
Uptime is measured per calendar month:
Uptime % = 100% − (Downtime Minutes ÷ Total Minutes in the month × 100), rounded to two decimals.
“Downtime” means production unavailability affecting all Customer users due to a failure within Vectorize-managed systems, measured from the earlier of (a) Vectorize’s internal alert or (b) a Customer ticket with sufficient detail, until restoration.
“Scheduled Maintenance” means maintenance windows notified at least 48 hours in advance and totaling no more than 4 hours per calendar month.
“Excluded Causes” means unavailability or degradation resulting from causes outside Vectorize’s reasonable control or otherwise addressed in the MSA, including Customer or third-party software, networks, or equipment; Customer misuse or unsupported configurations; suspensions permitted by the MSA; force majeure; attacks where industry-standard protections are in place; beta/No-Fee features; or compliance with law or government orders.
Downtime excludes Scheduled Maintenance and Excluded Causes.
If the Monthly Uptime Commitment is not met for a calendar month, Customer may request a prorated refund for the affected Product, calculated as:
Prorated Refund = (Downtime Minutes exceeding the SLA threshold ÷ Total Minutes in the month) × Monthly Fees for the affected Product.
If fees are billed annually, Monthly Fees = annual fees ÷ 12 for the affected Product. Refunds for a month are capped at 100% of that month’s fees for the affected Product.
Customer must submit the request within 30 calendar days from the end of the month in which the outage occurred. This refund is the sole and exclusive remedy for breach of the uptime commitment.
Customer must submit a written request to Vectorize Support identifying the specific outage dates and UTC time ranges, a brief description of the impact, and the affected environment(s). Vectorize will evaluate the request and respond within 15 business days of receipt. Any approved refund will be issued to the original payment method or, at Customer’s option, applied as an account credit.
- Customer Responsibilities
Customer shall provide Vectorize with data, process information, supporting analysis, and access to Customer’s Technical Contacts as reasonably required to allow Vectorize to resolve reported Issues. Customer is responsible for the adequate duplication and documentation of all of its files and data for back-up purposes.
Customer will carefully consider the data that Customer shares with Vectorize, and will only share the data that is strictly necessary for the provision of the applicable Support. Customer will ensure that it will only share personal data to the extent necessary for these purposes.
- How to Escalate a Support Issue
Vectorize Support is committed to providing accurate and timely solutions to technical support needs. If Customer has a critical or serious technical issue on its production system or is not satisfied with the response or resolution provided by Vectorize Support, Customer may use one of the following escalation paths to have its concerns addressed:
- For support issues where the business impact has changed or was not correctly stated initially, request to have the priority of the ticket increased according to the above service level definitions;
- For an existing issue that has become critical in nature where Customer’s production system is down, inaccessible, or Customer is dissatisfied with the Vectorize response or resolution, follow the procedure below for management review:
- Verify that the support ticket is up-to-date and all requested information and files have been provided and request an escalation; and/or
- Within our ticketing system, you can use the “Escalate Ticket” feature to escalate your ticket.
- Once an escalation request has been received, the support manager will: (1) contact Customer’s Technical Contact to acknowledge the escalation and determine the mode of communication and frequency of updates; and (2) work to ensure that the appropriate resources are available to identify a solution or workaround.
- Support of Customers of Resellers
If Customer purchased its Products through a reseller, then please see the applicable agreement with that reseller for any applicable additional or different terms (for example, Customer’s first contact for support may be the reseller, rather than Vectorize).
- Changes to this Policy
Vectorize may update this Support Policy periodically and will post the updated Support Policy on our website with a Last Updated date at the top. If we make material changes to this Support Policy, we will notify you via the Support Portal or by email.