Juicebox Technical Support Policy
This Support Policy sets forth expectations for Technical Support between the Customer and Juice’s Support organization. Customers should be familiar with the entire agreement, but here are some Frequently Asked Questions that are particularly useful:
Who is authorized to submit Incidents?
Tickets can only be submitted by Editors. (See Section IV. A. for more information.)
What level of support can be expected based on the Customer’s subscription level?
There are three levels of support: Basic, Premium, and Custom. (See Section III for more information.)
How to submit Incidents?
Editors can submit tickets (Incidents) via chat or email. (See Section IV for more information.)
How and when will Juice respond to and close reported Incidents?
Tickets are addressed based on the severity of the Incident. (See Section V and Annex A for more information.)
What are the Customer’s responsibilities?
Customer is responsible for providing sufficient information required to resolve issues. Juice may close an Incident if the Customer has not responded within a reasonable time to two (2) or more requests for more information. (See Section V. C. 4. For more information.)
The Policy
I. Overview.
This Juicebox Support Policy (“Support Policy”) describes the policies and procedures under which Juice, Inc. d/b/a Juice Analytics (“Juice”) provides support services (“Technical Support”) for its proprietary self-service platform accessible through the juiceboxdata.com or myjuicebox.io domains (the “Site”) and the services offered through the Site (collectively, “Juicebox”) to its customers (each, a “Customer”).
Technical Support is provided for Juicebox pursuant to the subscription agreement under which Customer has purchased a subscription to Juicebox (the “Agreement”) and is subject to the terms and conditions of that Agreement and the terms of this Support Policy. Technical Support is provided for the term specified in the Agreement. Technical Support is provided through the supported channels as indicated on Annex A (“Annex A”) to this Support Policy (“Supported Channels”). Each capitalized term used but not defined herein has the meaning set forth in the Agreement. If any provision contained in the Agreement is in conflict with, or inconsistent with, any provision in this Support Policy, the provision contained in the Agreement will control.
II. Definitions.
A. Incident: Each individual question or issue with Juicebox reported to Juice by an Editor through a Supported Channel.
B. Editor: Each individual that Customer has assigned a user role of editor, client admin, or client owner under the Agreement. The number of Editors is limited to that specified in the Agreement.
C. Basic Support: The level of Technical Support associated with “Free”, “Team”, “Starter”, and “Pro” subscription and billing tiers.
D. Premium Support: The level of Technical Support associated with “Business” and “Enterprise” subscription and billing tiers.
III. Scope of Technical Support.
A. What is Included in Technical Support:
1. What “Basic Support” includes: Basic Support provides assistance to Editors for:
“How-to” support: Juice will provide chat support for generic questions about Juicebox functionality.
Juicebox defects: Juice will document defects for resolution as identified in an Incident in accordance with Juice’s SLA.
2. What “Premium Support” includes: Premium Support provides assistance to Editors for:
“How-to” support: Juice will provide unlimited chat support for generic questions about Juicebox functionality.
Juicebox defects: Juice will document defects for resolution as identified in an Incident in accordance with Juice’s SLA.
Customer-specific support: Juice will provide up to 3 hours per month for chat and phone support for questions relating to using Juicebox specifically for Customer’s business and reports.
3. What “Custom Support” includes: Custom Support is an optional supplemental Technical Support option which is specified in the Agreement if it applies.
B. What Support excludes: Unless specifically included in Custom Support for qualified Customers, Juice has no Technical Support obligations with respect to issues arising from or related to: (a) Customer’s equipment, network connections or other infrastructure; (b) use of Juicebox by Customer in violation of the Agreement; (c) alterations, add-ons, customizations, or modifications to Juicebox by any party other than Juice; (d) defects, failures, or downtime due to any factors beyond Juice’s reasonable control or due to any force majeure event as described in the Agreement; (e) access to Juicebox or other software provided at no charge (“Free Accounts”); (f) training, customization, integration, and any issues arising from unauthorized use of Juicebox; and (g) any on-site services or remote access services. For the avoidance of doubt, any provision of Technical Support to customers with Free Accounts is done at Juice’s sole discretion and does not entitle such customers to further Technical Support.
C. Policy details. Important details of this Support Policy are set forth on Annex A including the business hours during which Juice provides Technical Support (“Business Hours”), target response times for Incidents, and other details.
D. Juice’s efforts. While Juice will make commercially reasonable efforts to correct defects or other errors in Juicebox and respond to Incidents as described in Annex A, Customer acknowledges that it may not be commercially reasonable for Juice to correct every defect or error, or respond to every Incident as described in Annex A.
IV. Incident Submission.
A. How to submit Incidents. Unless otherwise specified in a supplemental support offering purchased by Customer, Incidents are to be submitted to Juice by an Editor through the Supported Channels as indicated on Annex A.
B. Customer cooperation. Customer will provide information and access to Customer resources as reasonably required for Juice to provide Technical Support. Juice will be excused from any non-performance of its obligations hereunder to the extent any such non-performance is attributable to Customer’s failure to cooperate as set forth herein.
C. Incidents reported on behalf of non-Editors. Editors may report Incidents on behalf of Customer’s other Authorized Users of Juicebox, provided that the Editor continuously acts as the intermediary between Juice and such Authorized Users, collaborating with Juice to resolve the reported Incident and maintaining communication with all involved parties.
V. Incident Response and Closure.
A. Juice Incident response. For each Incident reported by Customer through the Supported Channels, Juice will use commercially reasonable efforts to respond to the Incident within the time specified in Annex A.
B. Priority Levels. Each Incident will have a priority level (“Priority Level”) based on the criteria below:
Priority 1 (P1): Critical
Indicates a reported Incident where Juicebox is completely unavailable and inaccessible to all of Customer’s Authorized Users.
Priority 2 (P2): High
Indicates a reported Incident where the issue has a severe impact on the performance and/or functionality of Juicebox as described in the Documentation that is impacting a majority of the Customer’s Authorized Users, and has no work around.
Priority 3 (P3): Medium
Indicates a reported Incident where the issue has an impact on the performance and/or functionality of Juicebox as described in the Documentation that does not meet the criteria for higher Priority levels, and has no work around.
Priority 4 (P4): Low
Indicates all questions on how to use Juicebox and any issue that does not meet the criteria for higher Priority Levels.
C. Closure of Incidents. Juice will use commercially reasonable efforts to provide initial responses and updates based on the Priority Level and targets in Annex A. Incidents will be closed in the following manner:
1. For solvable Incidents: Depending on the nature of the Incident, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or advising Customer of an available fix.
2. In the event that custom or unsupported browsers, plugins, extensions, or modules are used: Juice may ask, in the course of attempting to resolve the Incident, that Customer use a supported browser or remove any unsupported plugins, extensions, or modules. If the problem disappears upon use of a supported browser or removal of an unsupported plugin, extension, or module, then Juice may consider the Incident to be resolved. Supported browsers, plugins, extensions, or modules are defined as those listed and described as supported in the Documentation.
3. For Incidents outside of scope of Technical Support services: Juice may also close an Incident by identifying the Incident as outside the scope of Technical Support (pursuant to Section III above) or arising from a usage case which is excluded from this Support Policy.
4. Dormant Incidents: Juice will consider an open Incident dormant (and may close the Incident) if the Editor has not responded within a reasonable time to two (2) attempts or more made by Juice to collect additional information required to investigate or resolve the Incident. At Juice’s sole discretion, an Incident may be re-opened for further investigation if the Incident is deemed to be solvable.
Annex A to Juicebox Technical Support Policy
SUPPORTED PRODUCT: Juicebox
POLICY TERMS
Technical Support Coverage is available during Business Hours:
9AM to 5PM, Central Time, Monday through Friday, except during these Juice holidays:
New Years Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, Day After Thanksgiving, Christmas Eve, Christmas Day
Supported Channels: In-app or website “chat” conversation or email to help@juiceboxdata.com, help@myjuicebox.io, or support@juiceboxdata.com.
TARGET RESPONSE TIMES AND UPDATE FREQUENCY
During Business Hours* based on Support Tier:
Last Modified: 3/6/2023