In plain English. Every Pazau subscription includes support. The tier you get depends on your plan. Standard support is included with Growth and Business. Premium adds 24/7 coverage for urgent issues and faster response times, and is available as an add-on for Business. Enterprise support comes with the Enterprise plan and includes a named Technical Account Manager, a shared Slack channel, and a 15-minute response target for critical incidents. This policy defines severity levels, response targets, what we need from you, and how to escalate when something isn't moving fast enough.
This Support Policy forms part of the Subscription Agreement (the "Agreement") between Pazau and Customer. Capitalized terms not defined in this policy have the meanings given in the Agreement. Uptime commitments and Service Credits are governed by the Service Level Agreement.
1. Support tiers
1.1 Tiers. Pazau offers three support tiers. Customer's tier is stated in its Order Form. If no tier is stated, Customer receives the tier included with its plan.
| Standard | Premium | Enterprise | |
|---|---|---|---|
| Availability | Included with Growth and Business | Add-on for Business; included with Agent-only commitments above US$250,000 per year | Included with Enterprise |
| Coverage for P1 | 24/7 | 24/7 | 24/7 |
| Coverage for P2 | Business hours | 24/7 | 24/7 |
| Coverage for P3 and P4 | Business hours | Business hours | Business hours, in up to three regions |
| Channels | Help center, in-app chat, email | Standard channels plus phone for P1 and P2 | Premium channels plus shared Slack or Microsoft Teams channel |
| Named contacts who may open tickets | 3 | 10 | Unlimited |
| Customer Success Manager | Pooled | Named | Named, dedicated |
| Technical Account Manager | No | No | Yes |
| Business reviews | No | Semi-annual | Quarterly |
| Launch and peak-season readiness reviews | No | 1 per year | Up to 4 per year |
| Support performance reporting | No | On request | Quarterly |
1.2 Technical Account Manager. Enterprise Customers are assigned a named Technical Account Manager ("TAM"). The TAM is a senior engineer who knows Customer's workspace, Procedures, Actions, and integrations. The TAM (a) acts as Customer's technical point of contact and advocate inside Pazau, (b) reviews planned changes to Procedures and Actions for risk before launch, (c) coordinates Pazau's response to P1 and P2 incidents affecting Customer, (d) runs readiness reviews before peak events such as holiday season, fare sales, or open enrollment, and (e) reviews Traces and Pazau Insights trends with Customer to identify configuration improvements. The TAM is available during business hours in Customer's primary region. Outside those hours, the on-call support engineering team covers P1 and P2 incidents.
1.3 Customer Success Manager. Premium and Enterprise Customers are assigned a named Customer Success Manager ("CSM") who owns adoption planning, business reviews, and commercial escalations.
2. Channels and hours
2.1 Channels. Customer may request support through the following channels:
| Channel | Availability | Use for |
|---|---|---|
| In-app chat (Help menu in the Pazau admin console) | All tiers | All severities. Fastest route for P3 and P4. |
| Email to support@pazau.com | All tiers | All severities. P1 requests must also be opened by chat, phone, or Slack. |
| Help center at pazau.com/help | All tiers | Self-service guides, known issues, and ticket history. |
| Phone | Premium and Enterprise | P1 and P2. The number is provided in the admin console. |
| Shared Slack or Microsoft Teams channel | Enterprise | Day-to-day coordination with the TAM and support team, and P1 and P2 incidents. |
2.2 Business hours. "Business hours" means 08:00 to 20:00 local time, Monday to Friday, excluding public holidays, in Customer's primary support region: Americas (US Eastern and Pacific time), EMEA (Irish and Central European time), or APAC (Australian Eastern time). Enterprise Customers may designate up to three primary support regions. "Business days" means Monday to Friday, excluding public holidays in the relevant region.
2.3 Languages. Support is provided in English. Enterprise Customers may request support in German, French, Spanish, or Swedish during EMEA business hours.
2.4 Status and incident communications. Service-wide incidents are communicated on status.pazau.com. Pazau updates the status page within 15 minutes of confirming a P1 incident affecting multiple Customers. Customers may subscribe to updates by email, SMS, webhook, or RSS.
3. Severity levels
3.1 Definitions. Customer assigns an initial severity when opening a request. Pazau may adjust the severity, acting reasonably and in consultation with Customer, to match the definitions below.
| Severity | Definition | Examples |
|---|---|---|
| P1: Critical | A production Covered Service is Unavailable or severely impaired for all or a substantial portion of Customer's Authorized Users or End Users, with no workaround. Also any suspected Security Incident. | Agents cannot log in; Pazau Agent is not responding to End Users; inbound calls are failing; Actions are executing outside configured scopes. |
| P2: High | A major function of a production Covered Service is impaired, or a P1 condition exists with a workaround, with significant business impact. | Messages on one channel are delayed by more than 15 minutes; an Action fails for all conversations; Pazau Agent is transferring an abnormal share of conversations due to a platform fault. |
| P3: Normal | A non-critical function is impaired, or a problem affects a limited number of users, with limited business impact. | A report shows incorrect totals; an integration field is not syncing; a Procedure edit is not saving intermittently. |
| P4: Low | General questions, how-to requests, documentation issues, cosmetic defects, and feature requests. | How to configure an Approval Step; a typo in the widget; a request for a new API field. |
3.2 Security issues. Customer should report suspected Security Incidents or vulnerabilities to security@pazau.com in addition to opening a P1 support request. Security reports are triaged by Pazau's security team 24/7. Pazau's obligations for Security Incidents are set out in the Security Addendum and the Data Processing Addendum.
4. Response targets
4.1 Initial response. Pazau will use commercially reasonable efforts to meet the following initial response targets, measured from submission of a request through a supported channel to the first substantive response from a Pazau support engineer. Automated acknowledgments do not count.
| Severity | Standard | Premium | Enterprise |
|---|---|---|---|
| P1: Critical | 2 hours, 24/7 | 1 hour, 24/7 | 15 minutes, 24/7 |
| P2: High | 8 business hours | 4 hours, 24/7 | 1 hour, 24/7 |
| P3: Normal | 2 business days | 1 business day | 4 business hours |
| P4: Low | 3 business days | 2 business days | 1 business day |
4.2 Update cadence. While a request is open, Pazau will provide status updates at the following minimum intervals, unless the parties agree otherwise:
| Severity | Standard | Premium | Enterprise |
|---|---|---|---|
| P1: Critical | Every 4 hours | Every 2 hours | Every 30 minutes, or continuously on a bridge call |
| P2: High | Daily | Every 8 hours | Every 4 hours |
| P3: Normal | Weekly | Every 3 business days | Every 2 business days |
| P4: Low | As available | As available | Weekly |
4.3 Resolution. Pazau will work continuously to resolve P1 incidents, and P2 incidents for Premium and Enterprise Customers, until the Service is restored or a workaround is in place. Resolution may take the form of a fix, a workaround, a configuration change, or a documented plan for a fix in a future release. Response targets are not resolution guarantees.
4.4 Post-incident review. For each P1 incident, Pazau will provide a root cause analysis within 5 business days after resolution. For Enterprise Customers, the TAM will review the analysis and any preventive actions with Customer on request.
5. Scope of support
5.1 Included. Support covers: (a) diagnosing and resolving defects in the Services; (b) questions about features and configuration of the Services, as described in the Documentation; (c) guidance on Procedures, Actions, and Approval Steps, including reviewing Traces to explain why the AI Features behaved as they did; (d) assistance with Pazau-built integrations; and (e) assistance with data export requests.
5.2 Not included. Support does not include: (a) writing or maintaining Customer's Procedures, knowledge content, or custom Actions; (b) building custom integrations or code; (c) troubleshooting Customer Systems or Third-Party Services, except to identify whether a problem lies in the Services; (d) training of new Authorized Users beyond the self-service academy; or (e) on-site support. These are available as Professional Services.
5.3 Supported versions. Pazau supports the current version of the Services and the current and immediately preceding major versions of its APIs and SDKs. Deprecated API versions are supported for at least 12 months after deprecation is announced.
6. Customer responsibilities
6.1 Designated contacts. Customer will designate named contacts who are trained on the Services and authorized to open support requests. The number of named contacts depends on Customer's tier.
6.2 Information. To help Pazau meet its targets, Customer will provide: (a) a clear description of the problem and its business impact; (b) the affected workspace, channel, and region; (c) conversation IDs, Trace IDs, API request IDs, or call IDs where relevant; (d) steps to reproduce; and (e) any recent changes to Procedures, Actions, or integrations. Customer will remain reasonably available while a P1 or P2 request is open.
6.3 Access. Pazau support engineers do not access Customer Data without authorization. Where diagnosis requires it, Pazau will request time-bound access through the support access control in the admin console. Customer may approve, limit, or revoke that access at any time. All support access is logged and visible to Customer's administrators.
7. Escalation
7.1 When to escalate. Customer may escalate a request if it believes the request is not receiving appropriate attention, if the severity has changed, or if a response target has been missed.
7.2 Escalation path. Customer may escalate through the following path. Pazau will acknowledge each escalation within the time shown.
| Level | Contact | Acknowledgment |
|---|---|---|
| 1 | Support Duty Manager: request escalation in the ticket, or reply "escalate" in chat or the shared channel | 30 minutes for P1, 2 business hours otherwise |
| 2 | Customer's TAM (Enterprise) or CSM (Premium) | 1 business hour |
| 3 | Director of Support Engineering | 4 business hours |
| 4 | VP of Customer Success | 1 business day |
7.3 Executive sponsor. Each Enterprise Customer is assigned an executive sponsor from Pazau's leadership team. The sponsor is available for strategic escalations and joins at least one business review per year.
7.4 Incident command. For P1 incidents affecting multiple Customers, Pazau activates its incident response process with a designated incident commander. Pazau engages Enterprise Customers through their TAM and, on request, a dedicated bridge call.
8. Changes to this policy
Pazau may update this Support Policy from time to time. Pazau will not reduce the response targets, coverage hours, or channels available to Customer's tier during the then-current Subscription Term.