The RelationalAI Support team is dedicated to helping users get the most out of the RelationalAI platform. With global coverage, our team is available to assist customers wherever they are, ensuring timely help across time zones.
Below you will find our Support Policy, Severity Definitions, and Target Response times.
Please see Who Qualifies for Support and How to Contact Support for more information on getting in touch with our Support Team.
| Severity Level Response Times | |
| Severity Level | Initial Response Time Target |
| Severity Level 1 (Critical Severity) | One (1) Hour |
| Severity Level 2 (High Severity) | Two (2) Business Hours |
| Severity Level 3 (Medium Severity) | One (1) Business Day |
| Severity Level 4 (Low Severity) | Two (2) Business Days |
| Error Severity Level Definitions | |
| Severity Level 1 (Critical Severity) | An Error that (a) renders the Product completely inoperative or (b) makes Customer’s use of material features of the Product impossible, with no alternative available. |
| Severity Level 2 (High Severity) | An Error that (a) has a high impact to key portions of the Product or (b) seriously impairs Customer’s use of material function(s) of the Product and Customer cannot reasonably circumvent or avoid the Error on a temporary basis without the expenditure of significant time or effort. |
| Severity Level 3 (Medium Severity) | An Error that has a medium-to-low impact on the Product, but Customer can still access and use some functionality of the Product. |
| Severity Level 4 (Low Severity) | An Error that has low-to-no impact on Customer’s access to and use of the Product. |
| Global Support Hours | ||
| Support Region | Support Business Hours | Excluded Holidays |
| North America |
Severity Level 1 24 x 7 x 365 Severity Levels 2 - 4 12 x 5 6 AM - 6 PM Pacific Time Monday-Friday |
Recognized US Federal Holidays |
| EMEA |
Severity Level 1 24 x 7 x 365 Severity Levels 2 - 4 12 x 5 6 AM - 6 PM Central European Time Monday-Friday |
Major European Public Holidays * |
* Please contact RelationalAI Support for country-specific holiday support