1. Contact Times
You can contact us during these hours:
Available Times (Time zone) | Language |
---|---|
Monday to Friday, 10 a.m. to 11 p.m. CEST/CET (Berlin)* |
English German |
Monday to Friday, 5 a.m. to 5 p.m. EST/EDT (New York)* |
English German |
*All support times exclude public holidays in Berlin, Germany, or New York City, NY, USA. Dependent on issue, limited support may only be available during public holidays in Berlin, Germany.
2. Notification Path
The fastest way to request product support is via the Acrolinx Support Portal. To submit a ticket, you and your organization must first have a registered account for Acrolinx Support. If you run into any issues logging into Acrolinx Support, please see our knowledge article for details.
3. Classification and Prioritization
We classify and prioritize each request according to the following definitions:
Priority | Definition | Target Response Time | Our Effort |
---|---|---|---|
Urgent | Critical issues that result in complete service outages or data loss for all users. Our team will prioritize these issues and work to resolve them as quickly as possible. | 4 working hours | Requires commercially reasonable continued work until there’s a workaround or resolution. |
High | Issues that significantly impact the customer's ability to use our service, but do not completely prevent it. Examples include system performance degradation, intermittent connectivity issues, or the inability to access certain features or integrations. | 1 working day | Requires commercially reasonable continued work until there’s a workaround or call remedy that satisfies the customer. |
Normal | Issues that have a moderate impact on the customer's ability to use our service, such as minor bugs or errors that do not affect core functionality. | 2 working days | Doesn’t require immediate action. Software defects may be corrected by patching a fix into the next software/code Service Release. |
Low | Minor issues or inquiries that do not significantly impact the customer's ability to use our service, such as feature requests or general questions. | 5 working days | Doesn’t require immediate action. |
4. Resolution Process
We use the following process to resolve your support requests.
- You open a support ticket.
- A support team member helps identify one or more issues.
- A support team member helps identify and assemble the resources required to solve the issue.
- A support team member categorizes the issue in accordance with section 3 of this SLA.
- If your issue turns out to be:
- A bug, the support team opens an internal ticket. The internal ticket is assigned to our development team to investigate further. The support team provides periodic updates on the status of your support ticket.
- A feature request. The support team will connect you with your Customer Success Manager for help with your request.
5. Assistance Duties
When submitting a ticket for product support, please provide us with a clear and concise issue description. Additionally, please include the following information, as it may be helpful in ensuring the fastest possible resolution:
- software version information
- log files
- screenshots
- a technical contact to assist with data gathering, testing, and applying fixes
- access to all relevant data required to pinpoint and solve the issue
This is in addition to any further assistance reasonably requested from the Acrolinx Support team.
Acrolinx assumes all data submitted to support follows all of your company's policies:
- Confidential information (such as nonpublic information, business secrets, trade secrets, payment-related information, cardholder information) generally requires an active nondisclosure agreement.
- Personal information (such as names, email, and IP addresses and employee-related information) generally requires an active data processing agreement.
If in doubt, please contact your compliance or legal department. Acrolinx's legal department (legal@acrolinx.com) is also happy to help.
6. Service and Support Coverage
For SaaS customers, Acrolinx provides the following at no additional fee:
- General triage and troubleshooting related to Acrolinx platform and integrations
- Bug fixes for the latest release
- New versions/enhancements to platform and licensed integrations that are categorized as generally available
The following are not included under maintenance, but available on request at additional cost, or as part of a services subscription package:
- Any requests for additional training, consultation, configuration, or guidance on best practices relative to Acrolinx administration
- Enhancements to linguistic writing guides or guidance
- Enhancements or specific actions related to customer-specific workflows or integrations
We do our best to avoid bugs, and we apologize in advance if a bug affects you. However, we know that there will be bugs in our system, as in almost all IT systems, despite using industry best practices.
Not included are:
- Enhancements to linguistic writing guides or guidance
- Enhancements or specific actions related to customer-specific workflows or integrations are provided at the discretion of Acrolinx
We do our best to avoid bugs, and we apologize in advance if a bug affects you. However, we know that there will be bugs in our system, as in almost all IT systems, despite using industry best practices.
7. Security Issues
We classify security issues as critical, high, moderate, and low security risk according to the CVSS v3.1 specification.
- For critical risk issues, we aim to remediate within 15 days
- For high risk issues, we aim to remediate within 30 days
- For medium risk issues, we aim to remediate within 60 days
- For low risk issues, we aim to remediate within 90 days
- For very low risk issues, we aim to remediate within 180 days
Security risk is evaluated based on industry-standard dependency and container scanners as well as automated penetration testing tools. These tools explain exactly how CVSS score is calculated with cited references.