Observe Support Terms

Observe will use a ticketing system for the submission and tracking of customer support requests. See Creating an Incident for guidance on opening creating an incident ticket.

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

Standard Support

Impact	Initial Response	Notes
Critical Service Incident 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 Incident Issues resulting in customer not being able to access some features of Observe or mild deterioration of service quality.	Initial response within 12 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.
General Issue All other issues not categorized as a Critical Service Incident or Service Impairment Incident.	Initial response within 48 Business Hours	Observe Product Specialists will work during Business Hours first to resolve incidents and then on responding to and resolving other issues.

Site Wide

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