Service level agreement

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 
Rainbird Studio Environment
Visual and XML modelling interface software
Rainbird Runtime Environment 
Restful API service to the inference engine which provides reasoning based on the authored knowledge maps

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 a 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
Rainbird Studio Environment 
 Service outage
Customers unable to create new or edit existing knowledge maps
 1 hour
 2 hours
Support for Incidents on the Rainbird Runtime Environment provided 24 x 7

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

Service Requests

Other service requests include support with errors or problems accessing the Rainbird platform, or for account maintenance. Service requests are supported 08:00 to 18:00 on UK standard business days.

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 another issue which does not prevent all usage but is disruptive
4 hours
8 hours

Premium Studio Support

Rainbird’s Premium Studio Support service provides licensed Rainbird Authors access to our team of expert Knowledge Engineers to help with the development of Rainbird projects. Our team are on hand to help with any issues when working with the Rainbird Studio, to advise on best practise, and to support with integration of knowledge maps.
Premium Studio Support services are available to Rainbird Authors who are on a current subscription that includes Premium Support and have completed and passed the Rainbird Foundation training programme.

Premium support includes the following services:

  • Unlimited telephone and email support*.
  • Advice on how to start knowledge maps for particular use cases.
  • Advice on best practise and map optimisations.
  • Support on how to debug and test knowledge maps.
  • Support with rule writing.
  • Support with integrations, including help using our APIs and working with third-party integrations.
  • Support integrating with external data sources.

 

Rainbird Premium support is available 08:00 to 18:00 on UK standard business days.
Response time for premium support requests is 4 hours, resolution time is 12 hours.
* Telephone consultations are limited to a maximum of 30 minutes per call. There is no limit to the number of calls a licensed Rainbird Studio Author can make under this plan.

 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