Supplemental Support Program Terms
Last Updated: February 27, 2023
These terms explain the additional terms and benefits available as part of the Support Program. Provided you have timely paid the fees owed for your Product subscription, we will provide standard support services for each Product on a 24×7 basis for the duration of the Product’s subscription term. Capitalized terms not defined in these terms will have the meaning assigned in the agreement(s) entered into between us applicable to the Product (“Your Product Terms”).
1. Definitions.
“API Release” means any new API release for a Product. Each API Release includes the version in the URL path.
“Business Day” means (i) for support provided from North America, 8:00am to 8:00pm ET, Monday-Friday, excluding US federal holidays; (ii) for support provided from Europe, 8:00am to 8:00pm GMT, excluding national holidays and (iii) such other working hours that we may designate for other geographies from time to time.
“Emergency Maintenance” means unscheduled Product maintenance that we determine in good faith is necessary to conduct on an urgent basis to either fix an Error or to address a security or comparable issue.
“Incident Response Time” means the time period between when we receive your notice of an Error and our acknowledgment that we have received that notice.
“Scheduled Maintenance” means time that a Product is or will be unavailable to permit us to perform system maintenance, updates, upgrades, etc..
“TFN Request” means your request for a Product configuration update to add or remove a phone number from scope.
“Workaround Time” means the time period between our acknowledgment that we have received your Error notice and when we provide a workaround, patch or a fix to correct the Error.
2. SLA Monitoring and Reporting.
Starting on the initial day of a Product’s subscription term, we will monitor the Product and use commercially reasonable efforts to:
- Provide or make available to you monthly reports showing Product availability during the prior month; and
- Notify you within 2 hours (or as soon as practicable) of becoming aware of an outage relevant to an SLA that results in a Severity 1 or Severity 2 rated Error (described below).
3. Error Resolution Service Levels.
If we are notified by you or become aware of an Error, then the categories, target initial response times, and target Workaround Times below apply to our handling of that Error. You may assign a preliminary severity level to an Error. However, we reserve the right to re-categorize that Error once it has the information necessary to make a final determination. The parties will work together in good faith to resolve any disagreement concerning an Error’s severity level as soon as commercially practicable.
| Severity Level | Description | Target Initial Response Time (From When You Notify Pindrop (if applicable) | Target Workaround Time* |
| 1 – “Critical” | An Error that renders the Product inoperable or unable to enroll or authenticate calls received by the Product.Example: Calls cannot be analyzed by the Product or the Product is not delivering scores via the API. | 1 hour | 8 hours |
| 2 – “Urgent” | Major Product functionality is impacted or Product performance is significantly degraded. Issue is persistent and affects many of our customers using the Product and/or major functionality of the Product. No reasonable workaround is available.Examples: An Error that results in more than 10% of calls not being enrolled and/or analyzed by the Product to generate scores or the user interface is down. | 2 hours | 12 hours |
| 3 – “Medium” | System performance issue or Error affecting some but not all of our customers using the Product. Short-term workaround is available, but may not be scalable | 4 hours | 1 Business Day |
| 4 – “Low” | Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround available. | 3 Business Days | N/A |
*Measured from when we are notified by you or become aware of the Error.
**If we determine in good faith that an Error is more complex and will take longer than the target Workaround Time, then we will provide you with notice of that determination and an action plan for resolution of that Error (email is sufficient). We will keep you reasonably informed on the status of resolution.
4. Releases and Maintenance Windows.
| Release Support | We support the following: – Most current release of the Product (excludes API). – For an API Release, the most current version of the API Release. The immediately prior version of the API Release will be supported for 9 months and then deprecated. |
| Scheduled Maintenance | We will use commercially reasonable efforts to provide a minimum of 5 days’ written notice (email is sufficient) when it plans to perform Scheduled Maintenance on a Product that would negatively impact your use. Unless otherwise agreed between us, Scheduled Maintenance will not be performed during Business Hours. |
| Emergency Maintenance | Emergency Maintenance can be performed at any time and without prior notice to you. However, and if commercially practical under the circumstances, We will inform you if we determine we will need to perform Emergency Maintenance that would materially impact you. |
5. Support for New TFN Requests.
| Submission and Scope of TFN Requests | You can submit a TFN Request to us for a Product up to 4 times per month. While there is no limit on the quantity of phone numbers you can include in a single TFN Request, the phone numbers must be within the Authorized Geography for the Product. |
| Timeline for Completion of TFN Requests | We implement TFN Requests no more than once per week, and typically during a Scheduled Maintenance window. |
6. Service Credit Eligibility and Payment Terms.
If you are eligible for an SLA service credit, the following additional terms apply:
- To be eligible for a service credit, you must email us requesting the service credit no more than 30 days after the last day of the month in which we failed to meet the relevant SLA.
- If accrued, service level credits are applied against the next invoice we issue to you until the service level credits are reduced to $0. If you cease to be a customer (e.g., you elect not to renew your subscription), then any outstanding unpaid service credits will be issued to you as a cash refund within 30 days of the effective date of termination of your subscription.
7. Excused Events.
SLA and error resolution service Level calculations do not include any delay, Error or Product unavailability resulting from the following (each, an “Excused Event”):
- A force majeure event.
- Your failure to accommodate reasonable requests necessary for us to perform Scheduled Maintenance (including, without limitation, operation and maintenance of your systems necessary for the proper Product operation).
- Scheduled Maintenance (not to exceed 4 hours) or other downtime mutually agreed between us in writing (email is sufficient).
- Failure of your systems, or the use of the Product in a manner not permitted by Product documentation we make available to you.
- Any third-party failure or any software, hardware, or other technology not provided by us, including issues caused by your carrier partner (if relevant to the Product’s implementation model).
- Utility curtailments or other government requirements that impact the network provided by carrier partners which are outside our reasonable control.
- Computer viruses or worms, denial of service attacks, DNS spoofing attacks, or hacking attacks of a similar nature within the telecommunications network which occur outside our reasonable control.
- Call volume traffic that exceeds usage parameters by 20% or more of the call quantity assumed as in-scope within the Order(s) applicable to the Product subscription in question.
8. Contact Information and Escalation Process.
- Your Contacts. You agree to appoint one or more individuals who are familiar with the Products to whom we can report issues, and will provide us contact information for those individuals promptly after the Product subscription commences.
- Our Contacts and Escalations.You can report Errors or contact our resources using the Customer Support Portal located at https://support.pindrop.com, or by calling +1 (404) 692-2757. You can also escalate the resolution of an Error in the following order:
| Contact Order | Title | Escalation | Contact Information |
| 1 | Incident Response Manager | If Initial Response Times and/or Workaround Times are approaching or not met, you may escalate to this resource. | By Email : [email protected] By Phone : +1-404-419-2650 |
| 2 | Director of Support* | If the concern is not resolved by the Incident Response Manager, then you can contact this resource. If the issue is not resolved within 2 Business Days after receipt of the issue by Project Manager, you may request escalation to the next level within our Customer Success organization. | By Email : [email protected] By Phone : +1-404-458-1836 |
- Updating Contacts. We can both update contact individuals at any time by notifying the other in writing (email is sufficient).