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Astronomer Legacy Support SLAs

Standard

Astro Support

Support Services are provided in response to Support Requests submitted via a new request form or email. Customer may submit Support Requests twenty-four (24) hours a day, seven (7) days per week. Any necessary live support discussions will be scheduled at a time mutually agreed by the parties and for durations and at a frequency that is commercially reasonable for Astronomer.

Defect Priority LevelBusiness ImpactStandard Target Response TimeSolution Definitionone or more of the following is true
P1 - UrgentCritical production issue that severely impacts your use of the service. The situation halts your business operations and no procedural workaround exists.6 Hours24x7Issue is resolvedWorkaround is providedFix is provided
P2 - HighMajor 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.1 Business DayIssue is resolvedWorkaround is providedFix is provided
P3 - LowThere is a partial, non-critical loss of use of the service with a low impact on your business, but your business continues to function. Short-term workaround is available, but not scalable.2 Business DaysIssue is resolvedWorkaround is providedFix incorporated into future release
P4 - MinorInquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available.3 Business DaysAnswer to question is providedEnhancement request logged

 

Premium

Astro Support

Support Services are provided in response to Support Requests submitted via a new request form or email. Customer may submit Support Requests twenty-four (24) hours a day, seven (7) days per week. Any necessary live support discussions will be scheduled at a time mutually agreed by the parties and for durations and at a frequency that is commercially reasonable for Astronomer.

Defect Priority LevelBusiness ImpactPremium Target Response TimeSolution Definitionone or more of the following is true
P1 - UrgentCritical production issue that severely impacts your use of the service. The situation halts your business operations and no procedural workaround exists.1 Hours24x7Issue is resolvedWorkaround is providedFix is provided
P2 - HighMajor 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.4 Hours24x5Issue is resolvedWorkaround is providedFix is provided
P3 - LowThere is a partial, non-critical loss of use of the service with a low impact on your business, but your business continues to function. Short-term workaround is available, but not scalable.1 Business DayIssue is resolvedWorkaround is providedFix incorporated into future release
P4 - MinorInquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available.2 Business DaysAnswer to question is providedEnhancement request logged

 

Business Critical

Astro Support

Support Services are provided in response to Support Requests submitted via a new request form or email. Customer may submit Support Requests twenty-four (24) hours a day, seven (7) days per week. Any necessary live support discussions will be scheduled at a time mutually agreed by the parties and for durations and at a frequency that is commercially reasonable for Astronomer.

Defect Priority LevelBusiness ImpactTarget Response TimeSolution Definitionone or more of the following is true
P1 - UrgentCritical production issue that severely impacts your use of the service. The situation halts your business operations and no procedural workaround exists.30 Minutes24x7Issue is resolvedWorkaround is providedFix is provided
P2 - HighMajor 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.2 Hours24x5Issue is resolvedWorkaround is providedFix is provided
P3 - LowThere is a partial, non-critical loss of use of the service with a low impact on your business, but your business continues to function. Short-term workaround is available, but not scalable.1 Business DayIssue is resolvedWorkaround is providedFix incorporated into future release
P4 - MinorInquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available.2 Business DaysAnswer to question is providedEnhancement request logged

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