Juice Analytics Support Terms (“ST”)
Applicable to Juice Analytics’ Juicebox application (“SaaS Services”).
This document describes the training and support process that Juice will provide for its Juicebox™ customers.
Juice will enable you, our customer, to provide necessary operations and Level 1 support for your customers by providing a train-the-trainer education session. This session will be performed remotely via web meeting or on site, based on what we agree works best with you.
The content we will discuss will include:
- Regular maintenance activities required to keep the application humming;
- Troubleshooting required to attempt to isolate whether or not the issue resides in the Juice application or is in some other part of the stack;
- Process for identifying that an issue is ready to escalate to Juice support;
- Contact and communication process for tracking and resolving issues;
- Communication process for system upgrades and outage notifications.
Level 2 Support
Since the end users of solutions provided via Juicebox are your customers, Juice support starts with “Level 2.” What this means is that Juice is providing support to our customers (i.e., you) after your customer support team has vetted the issue to make sure that there is it is likely a system defect in the Juice application. So that you can maintain the relationship with your customers, Juice will never communicate directly with your customers (unless you and Juice mutually agree that the most effective solution for an issue is to do so.)
So that you have an expectation of the steps that we’ll take you through for the handling of submitted issues, here are the high-level steps we’ll work through with you:
Step 1: You identify an issue or receive a request for support from one of your clients.
Step 2: You attempt to resolve the issue using reasonable means to eliminate issues with your site, your customer’s configuration, or the core data.
Step 3: You submit your support request to Juice Technical Support via email to firstname.lastname@example.org.
Step 4: Juice will log your information in our support database.
Step 5: A Juicebox Technical Support Specialist receives your request, takes ownership, and makes initial contact with you.
Step 6: The Juicebox Technical Support Specialist works with you for question/issue verification. When necessary, your request will be escalated to 3rd Level Support within Juice.
Step 7: If an application defect is identified, the Platform Technical Support Specialist communicates the defect to Platform Product Development for correction. You will be notified as to the status of the product issue.
Step 8: The Platform Technical Support Specialist shares technical solution or workaround with you.
Step 9: The support request is closed with your acknowledgement.
To make sure that your customers get the quickest resolution possible, we’ll ask that you research (and resolve if necessary) a few things before escalating to our support team (Level 2 Support):
- Issues with yours or your customers’ data;
- Issues with how you have assembled and configured your Juicebox applications;
- Issues with how you’ve configured your customers’ accounts;
- Issues with any portion of the ETL process that is owned by you;
- Issues with your webpage or DNS rerouting (if the URL through which your customers access the application is not *.Juiceboxdata.com);
- Network issues outside Juice’s network;
- Issues resulting from your customers’ network, computer, or browser configuration.
If, during the process of investigation of an issue, Juice determines that the root cause of the issue is not within the scope of the Juice core application or our network, Juice will notify you and will put the issue on hold until we can agree with you on how to resolve it.
Once you have confirmed that the issue should be escalated to Juice support, you can submit your issue to Juice support by sending an email to email@example.com. Normal support hours are 9AM-5PM ET.
When submitting your support request, you should provide the following information, which allows the Platform Technical Support Specialist to promptly investigate and resolve the request:
- Company name and Contact name
- Phone number and Email address
- Application or Stack name and URL
- Complete description of the problem and indication of its appropriate severity level
- Description of the symptoms and basic diagnostic data. Associated warning or error messages from the Software
- Description of the actions taken in the attempts to solve the problem. Also, a description of the most recent time when you were successful in using the Software. This will not only help Platform to save time in duplicating the actions, but also to better understand your company’s business processes and the context of the Software
While it may be tempting to try to call a Juice employee that you know or worked with in the past, the best, most reliable way to make sure your issue gets the attention it deserves is to use the process identified here – if you contact us using another channel, we can’t promise we’ll close the loop unless you have followed the issue process above, first.
In the event you are not current in your payment obligations when an issue occurs, we’ll ask that you bring your account current before we assign resources to resolve the issue.
Issues that are reported by the Customer will be addressed according to the following severity ranking:
Severity 1: Critical
Feature unavailable due to a Juice application with no work around available. May require resources from the customer to help resolve the issue. Customer must provide appropriate resources when necessary or the severity can be downgraded to a severity 2.
Time to First Response: Next Business Day, or better
Severity 2: High
Feature impaired; has or will imminently and significantly hinder normal business operations in a specific area. An effective work around can typically be provided to sustain business operations.
Time to First Response: 2 Business Days, or better
Severity 3: Medium
Feature diminished, moderately impairing normal business operations. Non-critical issues that have a work around but may still impact the usability.
Time to First Response: 5 Business Days, or better
Severity 4: Low
No direct impact on business operations or an implementation project. Generally usability issues, routine Q&A.
Time to First Response: 10 Business Days, or better