Support Terms (January 2023)
Last updated January 27, 2023
This document describes the support provided as part of the m3ter Services. m3ter Support will provide Customer support included as part of the offering as set out below or on the terms set out in the applicable Customer Order Forms if those take precedence.
Provision of m3ter Support for the m3ter Services as described below is subject to the Terms of Service and our Privacy Notice. The m3ter Support Terms are deemed to form part of the Documentation (found at https://www.m3ter.com/docs, as construed in accordance with the Terms of Service) and may be updated by m3ter from time to time.
m3ter Support Plans
| Item | Silver | Gold |
|---|---|---|
| Service Hours | 24x7x365 for Severity 1 support requests. Technical Support Hours for other support requests | 24x7x365 for Severity 1 support requests. Technical Support Hours for other support requests |
| Technical Support Hours | 10AM to 6PM Central European Time (CET), Monday to Friday except selected public holidays | Choice of 10AM to 6PM Central European Time (CET); or, 9AM to 5PM US Eastern Time (ET), Monday to Friday except selected public holidays |
| Web Channel | Raise, check and update support requests via the web | Raise, check and update support requests via the web |
| Slack Channel | N/A | Contact m3ter Support, your TAM and Solution Architects via your dedicated Slack channel |
| Phone Channel | N/A | Helpdesk number to raise and manage support requests |
| Metering SLA | N/A | Included in applicable Order Form |
| Documentation | User Guides, Technical Manuals and full API Documentation for the m3ter Service | User Guides, Technical Manuals and full API Documentation for the m3ter Service |
| Technical Account Management & Solution Support | N/A | Shared access to a named m3ter Technical Account Manager and m3ter Solution Architects |
| Implementation Support & Professional Services* | Self-service via m3ter Documentation. Help from m3ter with your onboarding and implementation via your available support channels. For additional Fees, Professional Services support is available on request based on a time and materials rate card basis. | Self-service via m3ter Documentation. Help from m3ter with your onboarding and implementation via your available support channels. This Support Plan also includes custom implementation plan and reporting, and may include fixed packages of Professional Services support. Details of this, and any additional Fees if applicable, will be stated in the relevant Customer Order Form. |
* m3ter Professional Services work with you on your end-to-end implementation including help with solution design, configuration, integration, migration, and testing.
Note: m3ter Support Plan applicable to you will be stated in the relevant Customer Order Form. Higher levels of support are available upon request, potentially subject to additional Fees. m3ter Silver Support Plan was formerly known as Standard, and m3ter Gold Support Plan was formerly known as Pro. If your Support Plan is not listed above, you may be on a legacy Support Plan that you will remain on until further notice, subject to any changes in respect of amendments or renewals to any applicable Customer Order Forms that may subsequently take precedence.
Support Request Classification and Severity Levels
| Classification | Severity | Response Times | Example and detail |
|---|---|---|---|
| Severity 1 - Urgent | Critical business impact | 1 hour - 24x7x365 | A critical issue that severely impacts the Customer's use of the service for production purposes; and / or confidentiality or privacy is breached. m3ter will use continuous efforts until the issue is resolved. |
| Severity 2 - High Priority | Major business impact | 4 hours (Technical Support Hours) | An issue where the Customer’s use of the service for production purposes is functioning but either intermittently or in a reduced capacity; and / or core functions are impacted. m3ter will use continuous efforts during Technical Support Hours until resolution. |
| Severity 3 - Normal Priority | Minor business impact | 1 Business Day (Technical Support Hours) | A minor inconvenience to customers, where a workaround is available; or a usable performance degradation. m3ter will use reasonable efforts during Technical Support hours until resolution. |
Note: additionally, m3ter Support accepts general product questions, reports of non-service affecting defects, support requests not covered by the above classification, or requests for general guidance that may improve the customer experience but do not impact overall system function.
Support Workflow and Escalation Sequence
| Item | Action Taken | Level 1 | Level 2 | Level 3 |
|---|---|---|---|---|
| Step 1 - First Line | Receives and routes support requests or responds to monitoring alarms. | 24x7x365 availability | 24x7x365 availability | 24x7x365 availability |
| Step 2 - Second Line | m3ter Support and / or Customer Success - resolution team starts working on incidents, issues and questions. | 24x7x365 availability | Default resolvers during Technical Support Hours | Default resolvers during Technical Support Hours |
| Step 3 - Engineering | m3ter Engineering - resolution team starts working on incidents or issues. | Default resolvers 24x7x365 | Escalated to during Technical Support Hours | Escalated to during Technical Support Hours |
| Step 4 - Leadership | Escalation to m3ter Leadership. | Escalated to 24x7x365 | Escalated to during Technical Support Hours | Escalated to during Technical Support Hours |
Contacting m3ter Support
Contact m3ter Support by submitting a support request using the channels available to you as set out above and as advised during your onboarding process (depending on your m3ter Support entitlement).
You can report an incident, request technical support, ask billing or account questions, submit general feature requests and log defects. Please provide as much information as possible when you raise a support request, including as many of the following details that apply as you can:
| Information | Description |
|---|---|
| Organisation ID | The relevant Organisation ID, which you can get from the URL when you access the m³ter console. |
| Organization Type | Whether this is a Production, Non-Production or Sandbox m3ter Organization |
| Issue Impact | For service issues, the impact it is having on your operations. |
| Account ID | The relevant End-Customer Account ID (if the issue relates to a specific End-Customer). |
| User ID | If this is a service issue, the User ID of the logged in user at time of issue; otherwise the most relevant User ID in relation to the request. |
| Start Time | If an issue has occurred, when did you notice it start? |
| Interaction Type | Were you using the console, API, etc? |
| Service Function | If the issue is with the m³ter service, which part of the service were you using? (Ingest, Billing & Rating, Analytics, etc) |
| Description | What were you trying to accomplish? As much detail as you can provide regarding what the support request is about. |
| Replication Steps | If this is a service issue - please describe the exact steps you followed. |
| Expected and Actual Responses | If this is a service issue - what did you expect to happen and what did happen? |
| Additional information | Screenshots or other files such as logs if appropriate. |
How m3ter Support accesses your Organisation & Customer Data in our systems
m3ter will only access your Organization and Customer Data in order to onboard and setup your Service and to provide support to you pursuant to any relevant support request, Professional Services SOW, or platform alert as required. You can grant m3ter Support time-bound access to your Organization for the purpose of responding to a support request with the Support Access Request feature. m3ter shall comply with the terms of the Agreement, including the Data Processing Agreement, in respect of any such access to your Organization and/or Customer Data.
Supported Versions and End-of-Life
The m3ter Service platform officially supported is defined in the Documentation available at www.m3ter.com/docs, more specifically, the API Documentation. In the event that m3ter deprecates specific material features or capabilities of the Service then m3ter shall provide Customers with no less than three months’ advance notice in writing of such plan and shall support such feature or capability for a minimum period of fifteen months from the date of such notice.