Stax Service Level Agreement (SLA) - Support

Support

Our team provides technical support for Stax as follows:

  • Installation and configuration issues, such as setting up the service for your AWS environment
  • Answering general-how to questions on the use of the services
  • Advising on any new features, updates and improvements to the services
  • Troubleshooting issues related to Stax services, including identifying problems prohibiting the functionality of the services and providing workarounds or resolutions for known problems
  • Troubleshooting Console or API issues
  • Advice about best practices for maximising your usage of Stax

How to contact our Support Team

Stax users can log cases within the Support page of the Stax console. Cases and conversation history is tracked and recorded within the Support page, which users can view.

In the event that a Customer cannot interact with the Support page of the Stax console, Stax is contactable at support@stax.io.

Stax Status

Stax status can be found at: http://status.staxapp.cloud

Support Details are as follows:

Support Feature Starter* Professional Business Critical
Access to Knowledge Base

Maintenance Updates and Upgrades
New Security Features
New Bug Fixes
Workarounds for non-business critical issues
Enhanced Technical Support AEDT business hours access to Stax Support Engineers 24x7 access to Stax Support Engineers 24x7 access to Stax Support Engineers
Case Severity / Response Times General guidance:
< 24 hours
General guidance:
< 24 hours
General guidance:
< 24 hours
  System impaired:
< 24 hours
System impaired:
< 24 hours
System impaired:
< 24 hours
  Production system impaired:
< 24 hours
Production system impaired:
< 4 hours
Production system impaired:
< 4 hours
  Production system down:
< 24 hours
Production system down:
< 2 hours
Production system down:
< 1 hour
  Business-critical system down:
< 24 hours
Business-critical system down:
< 2 hours
Business-critical system down:
< 15 minutes
Architectural Guidance n/a Working closely with Stax to review and make recommendation, quarterly Working closely with Stax to review and make recommendations, quarterly
Customer Success Manager n/a Designated Customer Success Manager (CSM) to proactively monitor your environment and assist with optimization Designated Customer Success Manager (CSM) to proactively monitor your environment and assist with optimization
Training n/a Access to quarterly training Access to quarterly training


Our support services do not include:

  • Support is not provided for matters relating to custom-built workloads, AWS resources not managed by Stax or custom-code
  • Code development
  • Debugging custom software
  • Performing system administration tasks
  • Database query tuning
  • Advising on compliance with any third party policies, including AWS policies
  • Support for problems which are caused by use of the services with unsupported tools, interfaces or data formats other than those included with the Software and supported as set forth in the Documentation
    • Support for problems which are caused by use of the services that deviate from any operating procedures as specified in the Documentation
    • Support for problems which are caused by unauthorised modification, addition and/or development of the code scripts of the services
    • Support for problems which are caused by Force Majeure Events, including any unusual external physical factors such as extreme weather conditions

Version History 3.0 November 2021