TigerGraph Product Support Policy
7 am to 7 pm Local Time (M- F )
Urgent – 4 Hours
Urgent – 1 Hour
High – 12 Hours
High – 4 Hours
Normal – 24 Hours
Normal – 12 Hours
Low – 48 Hours
Low – 24 Hours
Dedicated Slack Channel
Max Technical Contacts
Named Support Engineer
How to Open a Ticket
Technical Contacts and Timezone
A technical contact is an employee or contractor of the Customer whom the Customer designates to be a primary contact for submitting and conversing with TigerGraph about support requests. The maximum number of technical contacts is determined by the support subscription level. The Customer shall identify such persons to TigerGraph in writing promptly after the Effective Date. For Standard tier service, the Customer shall also designate their local timezone. The Customer may change such contacts upon written notice to TigerGraph. TigerGraph will not be obligated to provide Support and Maintenance Services to any person other than the designated liaisons.
Upon receiving a support request based on the Severity levels below, TigerGraph may then re-classify the problem according to these criteria if there is an issue with Customer’s classification TigerGraph will use commercially reasonable efforts to respond to, and to resolve such problems under:
Service availability: Production Service is down | Data integrity: Customer data is lost or corrupt | Data Security: Security access violation | And no workaround is available
Production Service is available but degraded | Subpar Performance affecting normal operations | Non-production service is down | A workaround is available but not feasible long term
Partial loss of functionality in a subsystem | Normal operations are not affected
General usage questions | Clarification in documentation
Support and Maintenance Services will not include services requested, and any services requested will be charged to Customer at TigerGraph’s then-current rates: (i) customer fail to follow this Agreement or user document in order to maintain the proper operating environment to use the Licensed Software; or (ii) modification, alteration, or addition of any portion of the Licensed Software by a person other than TigerGraph.
Customers shall provide TigerGraph with access to Customer’s personnel, equipment and testing environments for TigerGraph to perform Support and Maintenance Services.
Customers shall document and promptly report all errors or malfunctions in the Licensed Software to TigerGraph. Customers shall take all steps to carry out procedures for the rectification of errors or malfunctions within a reasonable time after such procedures have been received from TigerGraph.
TigerGraph may update the Licensed Software and Third Party Software occasionally, and proper operation of Licensed Software depends upon Customer ensuring that such Software Updates are installed automatically by the Licensed Software. TigerGraph shall provide to Customer any Software Updates that TigerGraph generally provides to all its Support and Maintenance Services customers. TigerGraph shall have no obligation to provide Support and Maintenance Services for any version of the Licensed Software released over twelve (12) months before the then-most current version. TigerGraph may, at its option, provide Support and Maintenance Services for such version of the Licensed Software under a Statement of Work.