Service Level Agreement

Get to know about the standards of performance for our Customer Success team

The Service Level Agreement (“SLA”) describes the current practices of KTern.AI with regard to its provision of technical support and maintenance services to customers that have entered into an Agreement for the KTern.AI Platform.


Overview of KTern.AI Support

The support offerings of the KTern.AI customer success team includes the following:

  1. Dedicated Customer Success Engineer
  2. Incident initiation
  3. Live remote assistance
  4. Non-critical and critical Hotfix
  5. Feature Enhancements
  6. General Assistance
  7. Security-related Hotfix
  8. Self-service resources

During the term of the Agreement and subject to Customer’s payment of the applicable Fee for the KTern.AI Platform, including, without limitation, any support, and maintenance fees, KTern.AI shall update its Platform with all Updates if, and when available. “Update” means an error correction, workaround, or another maintenance update of the KTern.AI Platform that KTern.AI makes generally available to its customers who have purchased maintenance and support, without extra charge.

KTern.AI may change its release schedule, change, discontinue or add service offerings from time to time at its own discretion and will notify Customers via the Support Portal.


Notification and Prioritization Process; Communication

A KTern.AI customer success representative will be responsible for coordinating with the Customer. All faults shall be logged by the Customer via the support portal located at https://support.ktern.com/ (“Support Portal”) in a clear and traceable manner.

KTern.AI will examine the reported incident and prepare an initial synopsis within the timeframe set forth below. If the fault can be fixed within the initial synopsis, the support issue will be closed. Otherwise, the incident will be escalated to the development team or the next relevant level.

In order for KTern.AI to respond to customers’ reports of difficulties or problems with the KTern.AI Platform and assist in the diagnosis of faults, the customer must provide adequate information and documentation to enable KTern.AI to recreate the problem.

KTern.AI, following commercially reasonable efforts and failure to recreate the problem, may notify the Customer that the problem could not be recreated, located or identified, if such is the case.

KTern.AI seeks to target the most critical bugs affecting the widest customer set. Bugs are prioritized based on the estimated impact to KTern.AI users. Most bugs are initially reported at Low priority until they are triaged and the true impact is assessed by KTern.AI.

The priorities applied to confirmed bugs are:

Priority 1 - Highest

Your application is degraded. Users aren't able to perform their job functions, and no workarounds are available. Typically the most impactful bugs are treated by KTern.AI as an incident and can be tracked on https://status.ktern.com, highest priority bugs are the next most impactful variety of bugs.

KTern.AI begins work on the Highest priority bugs as soon as reasonably possible.

Priority 2 - High

A feature is unavailable, application performance is significantly degraded, or users' job functions are impaired. KTern.AI generally seeks to begin work on High priority bugs in the next sprint.

Priority 3 - Medium

The application or specific feature isn't working as expected, but there is a workaround available. Users' experience is impacted, but their job function is not impaired.

Medium priority bugs are typically worked on after all High and Highest priority bugs are resolved and there are no other critical priorities.

Priority 4 - Low

Typically smaller paper cuts such as cosmetic errors, or non-critical functionality do not behave as expected.

Low priority bugs are worked at KTern.AI's discretion and are typically only fixed if our Developers are already working in that area of the product and are able to easily resolve the problem identified.

KTern.AI will provide support for the Tricentis Software via email, chat, web-form and telephone.

Response Times

Based on the Customer’s classification of the incident, KTern.AI shall use commercially reasonable efforts to respond to the customer in the response time shown below and provide an initial synopsis of the incident within the following timescales:

1. Highest priority: The response time is 8 business hours while the review time is 16 business hours.

2. High priority: The response time is 16 business hours while the review time is 32 business hours.

3. Medium priority: The response time is 24 business hours while the review time is 48 business hours.

4. Low priority: The response time is 32 business hours while the review time is 64 business hours.

5. Lowest priority: The response time is 40 business hours while the review time is 80 business hours.


Support Hours

KTern.AI follows a 24 x 5 support hours. Saturdays and Sundays are holidays. The Customer success team follows the Indian holiday calendar. The support can be availed 24 x5 throughout the year except for Indian holidays.

In case of maintenance downtimes, KTern.AI will inform the customer 48 hours in advance.


Obligation and Responsibilities

The support scope does not include the following

  1. Customers without a valid maintenance agreement
  2. End of Life, Beta, Release Candidate, or Development releases
  3. Development questions or requests
  4. For community-based development support, post these questions on KTern.AI Community
  5. If a bug in the KTern.AI development API is believed to be the root cause, you must provide sample code that demonstrates the problem and can be replicated
  6. Third-party application integrations or third-party apps
  7. Support for end-users
  8. Product training
  9. Support in languages other than English
  10. Professional Services
  11. System & Performance tuning
  12. Deployment & Capacity Planning
  13. Installation & Upgrade Services
  14. Search or Ask in KTern.AI Community for this type of assistance
  15. Contact one of our KTern.AI Partners (our 3rd party value-added resellers) who offer a wide range of services
  16. use of the KTern.AI Platform in a manner for which it was not designed or used of KTern.AI not in conformance with the Documentation;
  17. due to factors outside our reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to our data centers, including at your site or between your site and our data center);
  18. Customer’s unauthorized action or lack of action when required, or from your employees, agents, contractors, or vendors, or anyone gaining access to our network by means of Customer’s passwords or equipment, or otherwise resulting from Customer’s failure to follow appropriate security practices.

Changes to SLA

Subject to the Agreement, KTern.AI reserves the right, at its discretion, to change this SLA at any time based on prevailing market practices and the evolution of KTern.AI’s software products