Support Policy

Version 1.0 – 15 May 2019

 

This policy outlines Envizage’s support practices and resources. It also identifies your support obligations to your customers.


Obligations under this policy (both ours and yours) are incorporated by reference into the Envizage Terms of Service.

Technical Support

We offer the following options for technical support.

 

  • All accounts get basic support over email.
  • Enterprise clients have access to a dedicated slack channel too.

 

We will use all reasonable efforts to provide responses within 24 business hours.  

 

Envizage support includes:

  • Answering questions about Envizage services and features
  • Advice regarding best practices for app deployment and architecture
  • Troubleshooting Envizage services and products
  • Limited support of third party applications, services and frameworks

Envizage support does not include:

  • Developing your application code
  • Debugging custom software
  • Performing manual system administration tasks

Support Business Hours

Normal Envizage business hours are 9am-6pm UTC.

Deprecation

We will announce if we intend to discontinue or make backwards incompatible changes to the  API. We will always try to give you as much time as possible to make any necessary modifications to your applications. This policy does not apply to versions, features, and functionality that we label as “beta” or “experimental.”

Documentation

We provide extensive documentation for the API and its use. Our documentation may specify restrictions on how Applications may be built or configured. You agree to comply with any such restrictions as specified. Visit https://developer.envizage.me for access our documentation resources.

End User Support

You are responsible for providing customer service (if any) to End Users. We do not provide any support or services to End Users unless we have a separate agreement with you or an End User for the provision of such services.

Monitoring

Envizage’s API is continuously monitored by automated systems and health checks. In the event of any issue that adversely affects the performance, security, reliability, or integrity of the API, we will receive notification and respond immediately. Check https://status.envizage.me for the current status of our services.