For the term of the subscription plan that includes Premier Support, Algolia will make a Technical Account Manager (“TAM”) available to Subscriber to provide the services described at https://www.algolia.com/policies/terms/algolia-support-professional-services-success-offerings/#technical-account-manager-services.
Algolia will also respond to errors in the hosted search services according to the schedule indicated below.
Response Times
- Initial Response:
- P0: 1 hour
- P1: 2 hours
- P2: 24 hours
- Minimum frequency of updates on the reported issues:
- P0: Every hour
- P1: Every 4 hours
- P2: Every week
In the Initial Response, Algolia will confirm that the support request was received and taken into account.
In case of support emergency, Subscriber shall report the issue in the dedicated section of the Algolia Dashboard and specify the level of severity. In case the Algolia Dashboard is not available (and only in that case), Subscriber may use the following email address: emergency-support@algolia.com.
The priority categories are defined as follows:
- Priority 0 (P0) Critical: There is a critical problem with the hosted search services in which there is a complete failure in the search service such that Subscriber is unable to obtain required results across all data centers.
- Priority 1 (P1) Serious: Any of the following occurs: (a) there is a recurring critical failure in the hosted search services affecting indexing of required Subscriber Data or (b) there is an impairment in the hosted search services such that some search is intermittent and some Subscriber experience is affected.
- Priority 2 (P2) Minor: Minor service errors or data problem or reasonable work-around exists or any error in the hosted search services not addressed above.
P0, P1 and P2 do not include issues related to the network between Algolia servers and Subscriber’s data centers.
