Effective January 4, 2022
StackPath Support Plans
These Terms and Conditions will be considered accepted via (i) electronic acceptance of the confirmation screen presented in the self-service Portal (control.stackpath.com) after the Subscriber has clicked “Confirm Subscription”, (ii) via an executed Sales Order contract that has been signed by the Subscriber manually or electronically, or (iii) through use of a StackPath Support Plan.
StackPath Support Plans (the Plans) offer various levels of support features designed to serve a wide range of subscription offerings. The level of support, availability and response times will vary by the Plan that has been purchased.
Plans are purchased in conjunction with the Services for which a StackPath Customer (Subscriber) has placed an order for and purchased from StackPath. The term “Services” means features, functionality and other services offered by StackPath as part of its product offering as described on StackPath’s website, but does not include the support services provided as part of any Plan.
Subscriber’s Service rights and obligations are governed by the separate Master Services Agreement (“MSA”). Nothing in this document modifies, alters or amends any term or condition of the MSA. If there is any conflict between this document and the MSA, the MSA will control in all cases.
The purchased Plan covers support for all Services in Subscriber’s account. Subscriber may only have one active Plan at a time.
Important Information
- StackPath reserves the right to (i) modify or discontinue the Plans in whole or in part and/or (ii) terminate the Plans at any time without cause.
- StackPath reserves the right to conduct work at a remote location or use, in StackPath’s sole discretion, employees, contractors, or suppliers located outside the United States to perform work in connection with or in support of the Plans.
- Subscription fees are non-refundable.
- Termination of Subscriber’s order for Services does not absolve Subscriber of contract commitments for support services.
- StackPath reserves the right to modify the subscription fees at any time. Modified subscription fees will take effect at the start of subscriber’s next billing interval.
- All support assistance is provided in English.
- Support services do not include StackPath Support logging in or performing work on customer servers.
- Configuration support is confined to StackPath product configurations within StackPath portals.
- Impromptu meetings and/or working sessions may not be recorded by the customer.
Subscriber Responsibilities
Subscriber is responsible for using and configuring Services according to the documentation available at https://support.stackpath.com.
In order to receive support services under a Plan, Subscriber must timely respond to requests for information regarding the incident, including, but not limited to, any error messages displayed, actions taken before the incident occurred, and steps taken to resolve the issue, and follow instructions from StackPath.
________________________________________________________________________________________
Support Plans Defined
In the StackPath Customer Portal (https://control.stackpath.com/), Subscribers can self-manage their Plans and find information about monthly subscription fees. In the StrikeTracker Portal (https://striketracker.highwinds.com/), Subscribers will need to submit a General Inquiry ticket or reach out to their sales representative to upgrade their Plan and find information about monthly subscription fees. Commitment terms for lower pricing will apply.
Standard Support
Included automatically at no additional charge when you sign up for any Service with StackPath.
- Self-Service Help Center
- General Inquires via Support Tickets
- Processed during US Business Hours
- Incident Notifications
- Initial Response Times are one US Business Day
Silver Support
Subscriber can upgrade their support account to this tier for a monthly subscription fee. Commitment terms will apply for a reduced monthly fee. The Silver Support tier provides the following features:
- Self-Service Help Center
- General Inquires via Support Tickets
- Processed during US Business Hours
- Incident Notifications
- Technical Inquiries via Support Tickets
- Processed during US Business Hours
- Initial Response Times:
- Severity 1 Incident – 4 US Business Hours
- Severity 2 Incident – Within the same US Business Day
- Severity 3 Incident – Within the next US Business Day
Gold Support
Subscriber can upgrade their support account to this tier for a monthly subscription fee. Commitment terms will apply for a reduced monthly fee. The Gold Support tier provides the following features:
- Self-Service Help Center
- Prioritized Response over Standard and Silver
- 24/7 Support for all Inquiries
- Phone Support
- Portal Chat Support
- General Inquires can be submitted via Support Tickets, Phone or Chat
- Processed 24/7
- Incident Notifications
- Technical Inquiries via Support Tickets, Phone or Chat
- Processed 24/7
- Initial Response Times:
- Severity 1 Incident – 2 Hours
- Severity 2 Incident – 8 Hours
- Severity 3 Incident – Within the Same US Business Day
- Root Cause Analysis Reporting
- Service Credits
Platinum Support
Subscriber can upgrade their support account to this tier for a monthly subscription fee. Commitment terms will apply for a reduced monthly fee. The Platinum Support tier provides the following features:
- Self-Service Help Center
- Prioritized Response over Standard, Silver, and Gold
- 24/7 Support for all Inquiries
- Phone Support via a dedicated 800 number
- Portal Chat Support
- General Inquires can be submitted via Support Tickets, Phone or Chat
- Processed 24/7
- Incident Notifications
- Technical Inquiries via Support Tickets, Phone or Chat
- Processed 24/7
- Initial Response Times:
- Severity 1 Incident – 15 Minutes
- Severity 2 Incident – 30 Minutes
- Severity 3 Incident – 4 Hours
- Root Cause Analysis Reporting
- Service Credits
- Dedicated Slack Channel
- Available during US Business Hours
- On-Boarding Support
- Up to 8 Hours
- 20% Discount on all Professional Services
- Conditions may apply
________________________________________________________________________________________
Feature and Service Definitions
- Self-Service Help Center – Access in the portal to StackPath documentation, including online FAQs, API references, and configuration guidelines.
- General Inquiries – Billing or sales related questions from a Subscriber that do not involve support service assistance or troubleshooting. Channels available for these inquires vary by Plan.
- Incident Notifications – Is status notification service that StackPath provides at no charge and can be subscribed to by making selections at https://status.stackpath.com.
- Technical Inquires – Any Subscriber inquiry in which the end users' use of Subscriber's Services are adversely impacted.
- US Business Hours – 7AM-5PM Eastern Time (UTC−05:00) or Eastern Daylight Time (UTC−04:00), whichever is then in effect.
- US Business Day – Monday through Friday, excluding national holidays in the United States.
- Phone Support – Communication channel available to Gold and Platinum Subscribers.
- Portal Chat Support – Communication channel available in the self-service portal to Gold and Platinum Subscribers.
- Root Cause Analysis – A report identifying details of an unexpected critical incident, as well as define steps that will be taken by StackPath to mitigate any risk of a future reoccurrence. This report is only available upon request from Gold or Platinum Subscribers.
- Service Credits – Pursuant to the StackPath SLA, requests for Service Credits for applicable Service warranties will be restricted to Gold and Platinum Subscribers.
- Prioritized Response – Subscribers’ inquiries will be prioritized by support according to the level of Plan on an account. Priority status is as follows; Platinum, Gold, Silver and then Standard.
- Slack Channel – A dedicated chat platform channel for real-time communications during US Business Hours. StackPath’s current dedicated chat provider is Slack but is subject to change. This channel will be solely used and supported by StackPath support team.
- On-Boarding Support – For new StackPath Subscribers only. Up to 8 hours of support will be made available during the first 60 days of subscription to assist in configuration of standard StackPath Services.
- Discounted Professional Services – Platinum Subscribers will receive a 20% discount on professional services that may be recommended after on-boarding or for one off projects.
- Initial Response Times – The elapsed time between the receipt of an inquiry and the target time within which StackPath begins support as verified by a verbal, electronic chat or email confirmation to the Subscriber. While StackPath will attempt to meet Initial Response Times, published Initial Response Times shall not be deemed a representation or warranty on StackPath’s behalf regarding the time within which StackPath begins support for a particular incident. No remedy is available for StackPath’s failure to meet published Initial Response Times.
- Severity 1 Incident – An incident resulting in Subscriber’s Service being severely or completely degraded with no workaround. These incidents are worked 24x7x365.
- Severity 2 Incident – An incident resulting in Subscriber’s Service being partially degraded. No workaround exists to mitigate the service impacting problem. These incidents are worked 24x7x365.
- Severity 3 Incident – An incident resulting in Subscriber’s Service being partially degraded. A workaround exists and has been implemented to mitigate the Service impacting problem while a permanent solution is developed. These incidents are worked during US Business Hours.
- Support Tickets – Communications between StackPath support and Subscriber personnel are conducted using a ticketing application that maintains a time-stamped transcript of communications and sends emails to registered Subscribers and StackPath staff as tickets are updated.
________________________________________________________________________________________
Support Plan Billing
Introductory Rate
Introductory Rate for the Plans is a reduced monthly fee provided to a Subscriber. In order to receive the discounted rate, the Subscriber must agree to subscribe and pay for the Plan selected for a minimum of 6 months or for the term of any sales order identifying the Plan at the committed rate.
If the Subscriber removes support services or downgrades to a lesser or free subscription, Subscriber won’t be eligible for the reduced monthly rate on the new Plan and StackPath can charge an Early Termination Fee that can be up to 100% of the outstanding balance for support services under the prior Plan for the remaining committed term.
After the 6-month term or contract term, whichever is longer, the reduced monthly rate will be extended to the Subscriber on a month-to-month basis. Subscriber can change or downgrade their support subscription at any time once the commitment term has been completed, but won’t be eligible for the reduced monthly rate on the new Plan unless Subscriber commits to a new 6-month paid service term. Suspension of support service due to non-payment does not absolve the Subscriber of contracted commitments.
Upgrading Support Plan
If Subscriber upgrades or chooses a more expensive Plan in the middle of a monthly billing cycle, a prorated amount based on how long Subscriber was using the upgraded Plan will be added to Subscriber’s payment for the next month.
Downgrading Support Plan
If Subscriber downgrades to free Standard Support, Subscriber’s paid Plan will be cancelled at the end of the monthly billing interval. Subscriber may enjoy the paid support features until then.
If Subscriber downgrades to a less expensive paid Plan, Subscriber’s features will be changed immediately. StackPath will credit Subscriber’s account a prorated amount based on how long Subscriber has been on the less expensive Plan and the difference in cost, i.e., Subscriber will get credit back for the support features Subscriber wasn’t able to use. The credit will be applied to Subscriber’s next monthly payment.
Service Level Agreement Warranties
The Service warranties in the StackPath SLA are only available if Subscriber has an active Gold or Platinum subscription. Some product offerings, such as Virtual Machines, Containers, Serverless Scripting, Object Storage, DDoS, and Server Monitoring Service, do not have an SLA regardless of the Support Plan selected.
The warranties in the StackPath SLA do not apply to support services provided under a Plan, regardless of the Plan selected. All support services are provided “as-is” without warranty as described below.
Disclaimer of Warranties
StackPath makes no representations or warranties of any kind whether express, implied, statutory or otherwise, as to the support services and StackPath specifically disclaims all implied warranties, including any implied warranty of merchantability, fitness for a particular purpose or non-infringement, to the maximum extent permitted by applicable law. StackPath’s support services are provided “as is,” and are exclusive of any warranty whatsoever. StackPath does not warrant the support services will be free from defects and StackPath will not be liable for any damages of any kind arising from the use of the support services. StackPath and Subscriber each disclaim all liability and indemnification obligations for any harm or damages caused by any third-party service providers. StackPath disclaims all liability for bandwidth theft, denial of service attacks, or other malicious acts caused by third parties. No remedy is available for StackPath’s failure to provide the support services as described in these Terms and Conditions.