Last Amendment Date: October 5, 2018

OVERVIEW

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.

This Policy applies to the technical support provided by Lambda Solutions as part of the ZoolaTM Analytics (“Zoola”) offering acquired by you under your Service Agreement. Support is subject to the terms and conditions of the Service Agreement document. Support does not include services for any Lambda Solutions other offering or program that is not expressly provided by Lambda Solutions as part of the offering under your Zoola Subscription Agreement.

Lambda Solutions will provide support in accordance with Lambda Solutions’ privacy policy available at: http://www.lambdasolutions.net/legal-information/privacy-policy.

SUPPORT TERMS/DEFINITIONS

Support Ticket or Support Request

These are any submitted committed to Lambda Solutions Support Portal.

Application Support

Support Ticket related to the usage of application Zoola Analytics.

Hosting Support

Support Ticket related to the hosting infrastructure of Zoola Analytics.

Business Hours

Business Hours are between 5:00AM and 5:00PM Pacific Time within Regular Business Days.

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.

Support Period

Refers to the term within the Service Agreement.

Support Portal

Refers to Lambda Solutions’ indicated portal or interface in which allows customers’   to electronically report, request, or respond to Support Requests.

Support Team

Refers to the employees of Lambda Solutions working on support requests.

Support Services

Refers to the provided services from Lambda Solutions support to the Client.

Technical Contacts

Refers to the liaisons between you and Lambda Solutions for Support of Zoola.

Security Contacts 

Refers to specified users within your organization that are capable of receiving messages and notification regarding security and privacy messages from Lambda.

Platform Upgrades

Refers to a new release of ZoolaTM Analytics that may include error corrections, modifications, or feature releases.

TECHNICAL CONTACTS

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.

Security Contacts 

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:

  • Usage and How-To
  • Best Practises
  • Troubleshooting and Diagnosis
  • Application Uptime & Availability
  • Application Connectivity
  • Application Responsiveness

While not covered explicitly by this Policy, Lambda Solutions does offer consulting services for:

  • Design and development of Data Sources
  • Design and development of Reports and Dashboards
  • LMS Application Support

Please contact your Customer Success Manager to learn more about these offerings.

Severity Levels

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.

  • Service is operational but highly degraded performance to the point of major impact on usage.
  • Important features of the Software as a Service offering are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.

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.

Support Levels

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.

Engineering Support

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
Support Limits Unlimited*

*Please refer to the Support Coverage section for scope of support coverage.

Response Times

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

Support Procedures

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:

Problem Definition

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.

Required Information

Please answer the following questions when submitting a Support Request to help the Support Team resolve the problem quickly:

  1. What steps did you take to generate the problem?
  2. Are you able to reliably reproduce the problem?
  3. Were you able to record the error?
  4. Can you provide a link to the page or area of Zoola?

Submitting Support Ticket

Lambda Solutions provides Clients the ability to submit a Support Request via:

  • Phone – +1.877.694.5289
  • Email – support@lambdasolutions.net
  • Live Chat

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 support@lambdasolutions.net. 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.

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