Last Amendment Date: October 5, 2018
Lambda Solutions is committed to providing rapid, high-quality assistance to customers that encounter technical issues with the products we offer. Customers can contact our skilled technical support agents for help.
This Zoola Technical Support Policy (“Policy”) is between Lambda Solutions Inc. (“Lambda”, “we” or “us”) and the <Client> (“Customer”, “you” or “your”) as the purchaser or user of Lambda Services (defined below). The commencement date of this Agreement (“Commencement Date”) is the date that Customer and Lambda have signed this Agreement. By signing an Service Agreement or other Services Agreement (“Agreement” or “Agreements”) that includes this Policy Clients agrees to comply with this Policy.
Support Ticket or Support Request
These are any submitted committed to Lambda Solutions Support Portal.
Support Ticket related to the usage of application Zoola Analytics.
Support Ticket related to the hosting infrastructure of Zoola Analytics.
Business Hours are between 5:00AM and 5:00PM Pacific Time within Regular Business Days.
Any day between Monday and Friday that does not include the listed holidays both in Canada and US: New Year’s Day, Canada Day, Independence Day, and Christmas Day. During these holidays Lambda Solutions will have reduced staff and regular support reply and resolution times may be delayed.
Refers to the term within the Service Agreement.
Refers to Lambda Solutions’ indicated portal or interface in which allows customers’ to electronically report, request, or respond to Support Requests.
Refers to the employees of Lambda Solutions working on support requests.
Refers to the provided services from Lambda Solutions support to the Client.
Refers to the liaisons between you and Lambda Solutions for Support of Zoola.
Refers to specified users within your organization that are capable of receiving messages and notification regarding security and privacy messages from Lambda.
Refers to a new release of ZoolaTM Analytics that may include error corrections, modifications, or feature releases.
As a customer you may designate up to five individuals to liaison between you and Lambda. Your Technical Contacts are required to take the Zoola Fundamentals training available at the Lambda Learning Space.
The Technical Contacts may report Incidents on behalf of other Authorized Users of the Zoola within Customer’s organization, provided that the Named Customer Contact continuously acts as the intermediary between Lambda and such Authorized Users, collaborating with Lambda to resolve the reported Incident and maintaining communication with all involved parties.
Technical Contacts may only be updated and changed by the Primary Technical Contact within your organization.
In addition to a Technical Contact, a user within your organization should be designated a Security Contact. They will be responsible for receiving messages from Lambda that related to security and or privacy issues, policy changes, or general information surround platform security.
Scope of Coverage
Lambda provides Application Support for Zoola including:
While not covered explicitly by this Policy, Lambda Solutions does offer consulting services for:
Please contact your Customer Success Manager to learn more about these offerings.
The service request severity level is selected by the Client and Lambda Solutions.
Severity 1: Urgent
Critical production issue that severely impacts your use of the service. The situation halts your business operations and no procedural workaround exists.
Severity 2: High
Major functionality is impacted or significant performance degradation is experienced. The situation is causing a high impact to portions of your business operations and no reasonable workaround exists.
Severity 3: Normal
There is a partial, non-critical loss of use of the service with a medium-to-low impact on your business.
Severity 4: Low
This is a general use question or issue that may be cosmetic. Zoola™ Analytics operation is unaffected.
Enhancement Requests is for a future product feature, enhancement, or modification for Zoola™ Analytics that does not currently exist. Lambda Solutions will collect any and all requests and take them into consideration. Lambda Solutions is under no obligation to deliver a request.
Zoola support is prioritized based on Level, we will assign the ticket to the appropriate agent based on the determined Support Level.
Level 1 Support
Initial support including how-to, best practises, general knowledge questions, and known errors. Additionally includes base troubleshooting and defect confirmation.
Level 2 Support
Advanced support requiring the replication of errors and/or anomalies in the product.
Level 3 Support
Escalated support for troubleshooting and consultation, Lambda will remote troubleshoot and consult with the Operations or Product team as needed.
Support reserved for feature enhancement and platform defect requests. Lambda will connect our Product Engineering team with the Client.
Service Level Agreements
Lambda Solutions will adhere to the following Application Support SLAs for all Zoola subscriptions.
|Support Business Hours||12 Hours x 5 Business Days|
|Support Channels||Email, Phone, Chat|
*Please refer to the Support Coverage section for scope of support coverage.
Lambda Solutions will respond to your request set by the Severity Level according to the following times. Our response times per Severity are detailed in this section.
|RESPONSE TIME / FOLLOW UP|
|Severity 1: Urgent||1 Business Hour / 2 Business Hours|
|Severity 2: High||2 Business Hours / 4 Business Hours|
|Severity 3: Normal||8 Business Hours / 10 Business Hours|
|Severity 4: Low||12 Business Hours / 24 Business Hours|
Your Technical Contacts must have, at minimum, initial product training and, as needed, supplemental training appropriate for specific role or implementation phase, specialized product usage, and/or migration. Your technical contacts must be knowledgeable of the Application Support Policy and your Zoola application environment in order to help resolve system issues and to assist Lambda Solutions in analyzing and resolving service requests.
When contacting Lambda Solutions Support Portal please provide the following information so that our team can better help to resolve your problem:
Provide the Support Team with a detailed description of the action you are trying to take within the application. Or the symptoms and error generated by the application. Please includes steps and if possible screenshots of how to reproduce the problem.
Please answer the following questions when submitting a Support Request to help the Support Team resolve the problem quickly:
Submitting Support Ticket
Lambda Solutions provides Clients the ability to submit a Support Request via:
Our support team can be reached at +1.877.694.5289, upon completion of the call the Support Team will create a Support Ticket within the Support Portal. Support Tickets can be submitted to the Support Portal by email at email@example.com. Clients also have the ability to login to our Support Portal at https://techsupport.lambdasolutions.net https://help.zoola.io.
Submitting a Support Ticket through email or direct through the Support Portal ensures a proper communication trail. Our How to Use Lambda Solutions HelpDesk provides additional steps on how to work within our Support Portal.