Support Terms (February 2025)
Last updated February 10, 2025
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 | 10AM Central European Time (CET) to 5PM US Eastern Time (ET), Monday to Friday except selected public holidays |
| Web Channel | Raise, check and update support requests via the Web at https://support.m3ter.com/ | Raise, check and update support requests via the Web at https://support.m3ter.com/ |
| Slack/Teams Channel | N/A | Contact m3ter Support, your Technical Account Manager and Solution Architects via your dedicated Slack or Teams 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, searchable Knowledge Base, AI Assistant, and full API Documentation for the m3ter Service | User Guides, Technical Manuals, searchable Knowledge Base, AI Assistant, and full API Documentation for the m3ter Service with additional assistance from our Technical Account Management and Support team and access to the documentation of our selected beta features |
| Technical Account Management & Solution Support | N/A | Shared access to a named m3ter Technical Account Manager and m3ter Solution Architects |
| Activation & Support | Self-service via m3ter Documentation. Advice from m3ter Support during your onboarding via your available support channels. | Self-service via m3ter Documentation. Advice from m3ter Support and Solution Architects during your onboarding via your available support channels. |
m3ter Support responsibilities
a. Handling business impacting issues and problems through to resolution (as set out below).
b. Answering how-to questions about the m3ter Service and our native and supported integrations as included in our Services Description.
c. Best practice advice regarding the configuration and use of the m3ter Service.
d. Support with onboarding users and platform settings, support with login and auth.
e. Ad-hoc training & documentation related to support requests at m3ter’s sole discretion.
m3ter Support is not intended to provide a substitute for Professional Services implementation support packages. m3ter Support will not provide systems integrations, custom solutions or operational support outside of specific implementation setup packages, professional services or managed services provided under contract.
m3ter Support will not be able to assist with 3rd-party systems outside of our native and supported integrations. Nor will Support be able to assist with 3rd-party systems where they form part of an implementation support package, Professional Services statement of work, custom solution or managed service under contract.
Note: Members of m3ter’s support and customer success team may need access to your configuration to assist in diagnosis and resolving your open support questions.
The m3ter Support Plan applicable to you will be stated in the relevant Customer Order Form. Higher levels of support are available upon request and are 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 name 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.
Professional Services and Implementation Packages
m3ter Professional Services work with you as part of a purchased Implementation Package on your end-to-end implementation, including help with solution design, configuration, integration, migration, and testing in relation to your use of the m3ter Services.
For additional Fees, Professional Services support is available on request based on either a time and materials rate card basis or on a fixed price based on an agreed Statement of Work (SOW).
To the extent that such obligation is set out in an SOW between the Parties, m3ter Support shall provide Support Services in respect of Professional Services Deliverables.
Support Request Classification and Severity Levels
The following support request response times apply to both Silver and Gold Support Plans. m3ter is solely responsible for the classification of Severity level.
| Classification | Description and Response | Response Times | Examples |
|---|---|---|---|
| Severity 1 - Urgent Critical business impact | 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. | 1 hour - 24x7x365 | m3ter services or the m3ter console are down and inaccessible |
| Severity 2 - High Priority Major business impact | 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. | 4 hours (Technical Support Hours) | Abnormally slow Bill generation |
| Severity 3 - Normal Priority Minor business impact | 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. | 1 Business Day (Technical Support Hours) | Minor UI glitches, or How-to questions |
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
The following workflow applies to both Silver and Gold Support Plans.
| 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. Please see the following page for more detailed information: https://www.m3ter.com/docs/guides/getting-started/contacting-m3ter-support
Exclusions: support does not cover directly any 3rd-party software connected via our integrations. Any m3ter created integration is supported, should the problem be related to the integration itself.
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.