Observe uses a ticketing system for the submission and tracking of customer support requests. See Report an incident for guidance on creating an incident ticket.

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Note
Business Hours mean 6:00 AM PST to 6:00 PM PST, Monday - Friday, excluding holidays.

Standard support policies

The following table describes the terms of our standard support policies.

Impact	Initial Response	Notes
Critical Service Issue Issues causing the customer to be unable to access Observe or complete failure or severe deterioration of Observe features.	Initial response within 2 Business Hours	Observe Product Specialists will work on the incident during Business Hours to provide a resolution or workaround. Regular status updates will be provided until resolution.
Service Impairment Issue Issues resulting in customer not being able to access some features of Observe or mild deterioration of service quality.	Initial response within 1 Business Day	Observe Product Specialists will work on the incident during Business Hours to provide a resolution or workaround. Regular status updates will be provided until resolution.
General Issue All other issues not categorized as a Critical Service Incident or Service Impairment Incident.	Initial response within 4 Business Days	Observe Product Specialists will work during Business Hours first to resolve incidents and then on responding to and resolving other issues.

Impact

Initial Response

Notes

Critical Service Issue

Issues causing the customer to be unable to access Observe or complete failure or severe deterioration of Observe features.

Initial response within 2 Business Hours

Observe Product Specialists will work on the incident during Business Hours to provide a resolution or workaround. Regular status updates will be provided until resolution.

Service Impairment Issue

Issues resulting in customer not being able to access some features of Observe or mild deterioration of service quality.

Initial response within 1 Business Day

Observe Product Specialists will work on the incident during Business Hours to provide a resolution or workaround. Regular status updates will be provided until resolution.

General Issue

All other issues not categorized as a Critical Service Incident or Service Impairment Incident.

Initial response within 4 Business Days

Observe Product Specialists will work during Business Hours first to resolve incidents and then on responding to and resolving other issues.

Site-wide support policies

The following table describes the terms of our support policies for any site-wide incidents.

Impact	Initial Response	Notes
Incident Observe monitors our critical services for availability 24/7/365. In the event of incidents causing widespread outages or service degradation we will notify customers via our status page.	Initial response as soon as possible or within 30 minutes 24/7/365 at	Observe Engineers will work on incidents 24/7 to restore services. Regular status updates will be provided via status page until resolution.

Impact

Initial Response

Notes

Incident

Observe monitors our critical services for availability 24/7/365. In the event of incidents causing widespread outages or service degradation we will notify customers via our status page.

Initial response as soon as possible or within 30 minutes 24/7/365 at

Observe Engineers will work on incidents 24/7 to restore services. Regular status updates will be provided via status page until resolution.