Stax Service Level Agreement (SLA) - Support

Support

Our team will provide 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; and
  • 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 FeatureStarter*ProfessionalBusiness Critical
Access to Knowledge BaseYesYesYes
Maintenance Updates and UpgradesYesYesYes
New Security FeaturesYesYesYes
New Bug FixesYesYesYes
Workarounds for non-business critical issuesYesYesYes
Enhanced Technical SupportAEDT business hours access to Stax Support Engineers24x7 access to Stax Support Engineers24x7 access to Stax Support Engineers
Case Severity / Response TimesGeneral 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 Guidancen/aWorking closely with Stax to review and make recommendation, quarterlyWorking closely with Stax to review and make recommendations, quarterly
Customer Success Managern/aDesignated Customer Success Manager (CSM) to proactively monitor your environment and assist with optimizationDesignated Customer Success Manager (CSM) to proactively monitor your environment and assist with optimization
Trainingn/aAccess to quarterly trainingAccess 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; and
  • 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
    • use of the services that deviate from any operating procedures as specified in the Documentation;
    • unauthorised modification, addition and/or development of the code scripts of the services;
    • Force Majeure Events, including any unusual external physical factors such as extreme weather conditions.

Version History 3.0 November 2021