Support Policy

Gigya Client Support is available during the business hours of 9am-5pm (UK) and 9am-5pm (Pacific) Monday–Friday. We also offer 24x7x365 emergency phone support.

Purpose

The purpose of this document is to detail the Gigya Support Policy. Client Support policies are subject to change at Gigya’s discretion.

How to Contact us

Gigya Client Support is looking forward to working with you. We provide multiple channels, outlined below, for contacting Support.

Support Portal

We recommend that all support requests be submitted via the Support Portal to enhance the process of reporting, tracking, and resolving requests. The portal can be accessed via the “Support” link on https://console.gigya.com

Features and Benefits

  • Create new support cases for the Gigya Support team
  • View open and previously closed support cases
  • Modify existing cases
  • Submit feature requests directly to Gigya’s product team
  • Receive email alerts on updates to cases and bug fixes
  • Manage the contacts who receive service degradation notifications
  • View and manage cases submitted by other members at the company (Administrators only)

Email

Gigya Client Support can also be reached via email at the email listed below:

support@gigya-inc.com

All email cases are opened as a P3 Priority. Please be clear in the subject line if this priority needs to be higher. The Case priority will be reviewed when the case is assigned to a Support Engineer.

Phone

Gigya Client Support can be reached via phone at the numbers listed below during the business hours of 9am-5pm (UK) and 9am-5pm (Pacific) Monday–Friday:

USA

+1 650 800 3480 (direct dial)
+1 888 887 0725 (toll-free)

UK

020 3750 3310 (direct dial)
0800 817 4774 (free-phone)

Rest of World

+1 650 800 3480 (USA, APAC)
+44 020 3750 3310 (Europe)

For emergency issues please contact us at one of the phone numbers listed above.

Issue Prioritization

Gigya uses the following prioritization system for all client cases.

Priority

Definition

1

Production issue impacting all or a majority of users.

2

Production issue impacting a small set of users.

3

Issue encountered in a non-production environment such as Development or Staging.

4

General technical or product question.

Support Guidelines

To enable Gigya to better assist with the timely resolution of issues or questions, the guidelines below are helpful to follow. Please note that a failure to observe these guidelines may result in a delay of issue resolution.

General Guidance

  • Provide details of the active Gigya contract or partner the request is for. When possible, Gigya recommends and encourages the use of the Support Portal, since this information will be provided automatically with your issue.
  • Limit questions/issues to one per case or email. If necessary, send multiple, separate emails with different subject lines or open separate tickets through the support portal for each question or issue that is faced. This is helpful to ensure that Gigya’s Support team can triage each issues or questions to an engineer best qualified to provide feedback and a timely response. If it is not clear which questions or issues should be separate, Gigya’s Support engineers will be glad to assist in identifying separate issues or questions.
  • Avoid submitting multiple support issues for an existing active issue.  Instead, a response to the existing support email or issue in the support portal should be provided.
  • Avoid forwarding existing email chains to support. Instead, please begin a new email which clearly and succinctly states the issue and provide details as prescribed below.

Informational Requests

Unexpected Behavior and Implementation Issues

  • Provide the API Key for the implementation with issues.
  • Focus on issues which are identifiable and reproducible.
  • Show what work has been done. Include details about what exactly is being attempted and what has been tried.
  • Provide technical details such as email address, UIDs, or error messages that give context to the issue and can be used to investigate.
  • Provide reproduction details (e.g. Test URL, Mobile App, etc.) and steps that explain how the problem can be reproduced, what the expected behavior is and what is actually occurring.
  • Provide implementation details about how it was developed, the frameworks in use, and the environments used (e.g. WordPress, Customer Server Side, Native iOS app, Mobile Web Page, Cordova Mobile App, etc.)

Premium Support Services

Gigya understands that some clients, due to the nature of their business, require an enhanced support offering.

Premium Support services, including Platinum Support and Live Event Support are available to our customers.  For current customers your Gigya Account Manager can discuss the details of Premium Services with you.

Platinum Support

Platinum Support includes the features outlined in the Standard Support Service Delivery above in addition to the following features:

  • Quarterly Business Reviews – Gigya provides a Support Manager, or appropriate Support Engineer, to attend quarterly business review sessions on Support Service Delivery items including support cases, bug fixes, and product feature requests.
  • Scheduled Support Engineer Consultations – Gigya will make a Support Engineer available for scheduled calls at your request and/or screen-sharing sessions to work through technical problems.
  • Platinum Support Service Objectives – Enhanced SLAs outlined below

Platinum Support Service Objectives

Platinum

Initial Response

Updates

Target Resolution

Priority 1 (Emergency)

30 minutes (24/7)

1 hour (24/7)

2 hours (24/7)

Priority 2 (High)

2 hours

4 hours

8 hours

Priority 3 (Normal)

12 hours

12 hours

24 hours

Priority 4 (Low)

24 hours

24 hours

48 hours

Live Event Support

Clients often times host events where they expect an increase in web traffic to their websites or applications. These events are often critical events and significant opportunities to capture as many users details as possible, and of course utilise this user data in real-time.

Gigya Support Engineering offers Live Event Support, which includes:

  • A Support Engineer will work with you before the event to understand the API traffic from your website or application and your expected traffic loads.
  • Information about your expected traffic load is shared with Gigya’s IT team in preparation for the event.
  • A Support Engineer will join a conference call for the duration of the event, providing real-time feedback on Gigya performance and traffic loads.
  • Gigya will provide snapshots during the event of traffic volumes and specific API response messages.
  • Gigya will supply any pre-agreed reports post event.

Meet us at

Adobe Summit
London, UK

May 10 - 11, 2017

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