Avanan Customer Support Plan

Plan Description

Avanan’s Customer Support provides technical support and product assistance for the Avanan platform and its integrated solutions. This document describes the Avanan Customer Support Plan and its Service Level Agreement. 

 

Contacting Support

Customers can contact support by:
  1. Email: support@avanan.com (Preferred)
  2. Telephone support: 855-5-AVANAN (855-528-2626 ext. 2)
  3. Online Chat: avanan.com

Support is delivered by two support centers:                 

  • New York, United States (Avanan’s HQ): 10am-12am Eastern Time                 
  • Tel Aviv, Israel (Avanan’s R&D Center):  12am-10am Eastern Time

Incident Priority Definition

When contacting Avanan support, the customer is asked to set the incident priority based on the impact of the issue. The following table lists the tiers:

Incident Priority

Description

Highest

Issue affects usability of underlying SaaS. Restoration of service and data gathering are paramount.

High

Issue is related only to the security services, the underlying SaaS products are still functional. 

Medium

Issue is related to a feature functionality, underlying SaaS and Avanan's security services are still functional.

Low

Issue is minor or cosmetic in nature, or customer simply requires some information.


 

Target Analysis Time

Based on the customer’s definition of the incident priority, Avanan will acknowledge the issue and start the support process. The following table summarize the response times for each incident priority:

Incident Priority Target Analysis Time  Target Analysis Goal
Highest 30 Minutes Respond to ticket reporter with acknowledgement of the issue and internally assess options for temporary/permanent resolution.
High 2 Hours Respond to ticket reporter with acknowledgement of the issue and internally assess options for temporary/permanent resolution.
Medium 12 Hours Respond to ticket reporter with acknowledgement of the issue and internally assess options for temporary/permanent resolution.
Low 24 Hours Respond to ticket reporter with acknowledgement of the issue or feature request.
  

Target Resolution Time

The following table summarizes the target resolution and target time for closing the support ticket. This may include a temporary fix for the issue:
Incident Priority Target Resolution Time Target Resolution Goal
Highest 24 Hours A permanent fix or a temporary fix / workaround to reduce the severity of the problem
High 96 Hours A permanent fix or a temporary fix / workaround to reduce the severity of the problem
Medium 7 Business Days A permanent fix or a temporary fix / workaround to reduce the severity of the problem
Low 14 Business Days Fix or workaround with the next major release

 

Support tickets of priority Critical and Moderate will remain open until the permanent resolution as described in the table above is achieved and approved by the customer. Low priority tickets or Critical/Moderate tickets with an acceptable temporary fix or workaround will be closed in the support system and if permanent resolution was not achieved, will be opened as bugs in the development bug system. The customer will receive a bug number and will be notified when the bug is fixed and the permanent solution is implemented via the product release notes. 

Support Plan Duration

The support plan is purchased as part of the subscription to the Avanan SaaS subscription. As such, the support plan will automatically renew and terminate with the renewal and termination of the Avanan SaaS subscription.