Introduction

These support standards describe the services that Rainbird Technologies Ltd will provide to contracted customers under a Rainbird Subscription Agreement. 

Scope

This agreement covers the software and services below. 

Component
Description 
Volume
Software
Rainbird Authoring Environment
Visual and xml modelling interface software 
Support provided to the number of Rainbird Authors licensed by the customer
Runtime
Rainbird Runtime Environment
Restful API service to the inference engine which provides reasoning based on the authored knowledge maps
Support provided for up to the number of applications and sessions licensed by the customer. 

Exclusions

This agreement applies only to the components listed above and within volume limits specified in individual customer licences. 
Additionally:
  • This agreement does not cover problems caused by using Rainbird in a way that is not recommended, without prior written agreement from Rainbird Technologies Ltd.
  • This agreement does not apply if the customer has failed to pay agreed invoices on time. 

Rainbird Responsibilities

Rainbird technologies Ltd will maintain and support the Rainbird platform in the following ways:
  • Monitor and maintain the Rainbird platform
  • Make upgrades to the Rainbird platform to include new functionality and apply bug fixes
  • Respond to customer support requests received via ‘phone, email or submitted to the customer help portal in line with the SLAs below
  • Make commercially reasonable efforts to meet the SLA response and resolution times detailed below 90% of the time
  • Rainbird Technologies Ltd will make commercially reasonable efforts to ensure the Rainbird Runtime Environment is available 99.9% of the time. In the event that Rainbird technologies Ltd does not meet the goal of 99.9% uptime for the Runtime environment in a given calendar month, customers will be eligible to have their subscription extended by one day for every hour of outage experienced. 

Service Levels

Incidents

Incidents are defined as disruption that prevents users from using the Rainbird platform. In other words, any operational event that is not part of the standard and normal performance of the Rainbird platform.

Component
Incident
Impact
Response Time 
Resolution Time
Rainbird Runtime Environment
Service outage
Full interrupt. Customers unable to access Rainbird applications. 
30 minutes
1 hour*
Rainbird Runtime Environment
Performance degradation
Rainbird applications are not performing at expected levels
1 hour
24 hours
Support for Incidents on the Rainbird Runtime Environment provided 24 x 7 

*In the unlikely case of a runtime service outage continuous effort will be made by Rainbird to restore normal service as quickly as possible. 

Component
Incident
Impact
Response Time 
Resolution Time
Rainbird Authoring Environment 
Service outage
Customers unable to create new or edit existing knowledge maps
1 hour
2 hours
Support for Incidents on the Rainbird Authoring Environment provided 24 x 7 

Service Requests

Service requests do not correspond to service disruption or performance degradation. Service requests constitute requests for support or information. For example, user management or requests for information on use of the Rainbird Authoring platform or API integration. 
Service Request
Response Time 
Resolution Time
Technical support with accessing the platform such as user account management or other issues which totally prevent usage.
2 hours
4 hours
Technical problems with using the platform, for example a specific error message or other issue which does not prevent all usage but is disruptive.
4 hours
8 hours
Request for information on using the platform such as ‘how to’ achieve a specific aim or authoring best practices. 
4 hours
12 hours
Support for Service Requests provided 08:00 to 18:00 on UK standard business days  

Customer Support Channels

Rainbird customers can access support in a variety of ways. 

Channel
How to access
Telephone
0800 612 2666
Email
Customer support portal