Robin.io Support and Maintenance

Any customer with a current ROBI subscription can access Robin.io Support to address any questions or issues that arise from time to time. The Standard support offering includes access to the Robin.io Portal, ability to log issues via the Portal or email, and online access to documentation and information. A Premier support offering is available for Enterprise Platform customers who require 24×7 coverage for mission-critical issues.

Support

Robin.io will provide reasonable product and technical support to address issues or questions concerning the use of the Supported Software. Customer’s Technical Contacts may initiate Support by submitting a ticket through our 24-hour web ticketing system at https://support.robin.io, sending an email, or accessing a phone number as provided by their Support Level. Support is provided in the English language only.

Supported Software

Support covers software delivered to Customer by Robin.io under their Agreement. The Supported Software includes Robin.io developed software, open source software and other third-party components delivered by Robin.io. Similar third-party components might be available from other sources, but Support covers only the software delivered by Robin.io.

Robin.io provides reference configurations to support many of the popular applications. These are provided as reference files which the customer can then configure to tailor the behavior to fit their environment. Robin.io provides support for Bundles as delivered and for the Robin.io technology that supports building, defining, and operating the Bundles. Robin.io does not provide support for the Customer configured Bundle.

Customer Responsibilities

Customer shall provide Robin.io with data, process information, online access to the Supported Software, supporting analysis, and access to Customer’s Technical Contacts as reasonably required to allow Robin.io to resolve reported issues. The customer is required to assist Robin.io technical support staff until problem resolution. Required Customer activities may include logging into Customer’s systems for diagnosis of problems, downloading and installation of software patches, retrieval and transfer of system logs/files, re-installation of existing product and participation in tests for fixes. The customer is responsible for the adequate duplication and documentation of all of its files and data for back-up purposes.

Technical Contacts

Technical Contacts are named individuals who are responsible for the administration of the Supported Software within Customer’s organization. Customer may designate a number of Technical Contacts based on the number of cores licensed. Additional Technical Contacts may be designated for an additional fee. Technical Contacts are encouraged to have been through a training program for ROBIN.

SupportTechnical Contacts
Standard3
Enterprise5
Premium50

For any P1 Issue, Robin.io requires a dedicated point of contact (POC) who will be available until the issues are resolved; this POC must have ROBIN super admin access rights. Any P2 Issue may require the availability and involvement of either ROBIN super admin or tenant admin for resolution.

Issue Resolution

Robin.io will make commercially reasonable efforts to resolve any issues submitted by Customer’s Technical Contacts. Such efforts may include helping with diagnosis, suggesting workarounds, providing patches, or making changes to the Supported Software in a new release. An “Issue” is a material and verifiable failure of the Supported Software to conform to its Documentation. Customer may also log questions, and other requests, generally these should be logged as a lower level priority.

Enhancement Requests

An Enhancement Request is a request for a future product enhancement or modification to add official support and documentation for unsupported or undocumented features, or features that do not exist in the Software. Robin.io will take Enhancement Requests into consideration in the product management process but has no obligation to deliver enhancements based on any Enhancement Request. Enhancement Requests should be logged as P4 cases.

Service Levels

When a Technical Contact submits an Issue or request, Technical Contact will set a priority level for the Issue or request based on the definitions below of the severity levels. Robin.io will honor the Customer declared priority level as reported. As Robin.io evaluates the Issue, any disagreement regarding the reported priority will be resolved with Customer as soon as is reasonably practical. Robin.io reserves the right to update the priority after initial triage. Urgent and High priority levels are not available for non-in-use systems including test clusters. Robin.io shall exercise all commercially reasonable efforts to meet the following response time services level objectives.

PlanStandardEnterprisePremium
SLO Response TimeWebWebWeb, phone
P1 – Urgent1 hour1 hour1 hour*
P2 – High4 hours4 hours4 hours
P3 – Normal12 hours12 hours12 hours
P4 - Low24 hours24 hours24 hours
Operating HoursBusiness hours excluding weekends and holidaysBusiness hours excluding weekends and holidaysBusiness hours *24x7 includes weekends & holidays

P1 – Urgent means a catastrophic problem in Customer’s production systems. Examples include a complete loss of service or production systems that are unavailable, crashed, or hung indefinitely. The customer cannot continue essential operations. P1 – Urgent severity level issues should be either be called in via the Robin.io support line or logged via the Web and marked as P1 with a clear way of contacting the reporter of the Issue.

P2 – High means a high-impact problem in Customer’s production systems. Essential operations are seriously disrupted, but a workaround exists which allows for continued essential operations.

P3 – Normal means a lower impact problem on production or non-production system that involves a partial or limited loss of functionality or some other problem. The customer can continue essential operations.

P4 – Low means a general usage question or any incident which causes low or no impact on business operations. Includes general inquiries, questions, or recommendations for product enhancements.

Business hours are defined as Monday thru Friday, 7 am to 7 pm Pacific (San Jose, CA, United States), excluding holidays. *Customers with Premium Maintenance have extended support hours for Issues logged as P1 – Urgent.

Escalation

Robin.io uses a ticketing system to log and track all Customer Issues, questions, or other requests. Internal to Robin.io, escalation rules are used to manage to the above response times. Open tickets are tracked, followed, and escalated to ensure responsiveness to the Customer.

The customer is encouraged to always log Issues, questions, and request into the Robin Systems ticketing system found at https://support@robin.io.

At any time, if Customer does not feel they are getting the help they need or processes are not working as described, a Customer may escalate a ticket at any time by sending an email to support@robin.io. The request will be evaluated accordingly based on the information available and SLO commitments.

Support of Customers of Resellers

If Customer purchased its Subscription through a reseller, then please see the applicable agreement with that reseller for any applicable additional or different terms (for example, Customer’s first contact for support may be the reseller, rather than Robin.io).

Exceptions

Support will not be provided for the following: (1) use of the Supported Software in a manner inconsistent with the applicable Documentation, (2) use of the Supported Software on platforms or operating systems that are no longer supported by the original vendor. Customer shall not submit Issues arising from any software other than the Supported Software or otherwise use Support for unsupported software.

Maintenance

Major, Minor, Patch/Point Releases

A Major release is designed by the digits before the dot (e.g. the 3 in 3.0.) A Minor Release will introduce one more new features and is designated by the first digit after the dot (e.g. the 0 or 1 in 3.0 or 3.1.) A Major Release will introduce a number of new features and may involve a significant feature. A patch or point release, designated by the digits after the 2nd dot (e.g. the 1 in 3.0.1), will include bug fixes and minor enhancements. Minor releases and patch/point releases will be rolling and not require downtime.

End of Life Policy

Support covers use of the Supported Software made generally commercially available and that is designated by the first digit after the dot (Minor Release), for eighteen months after general release (Current Supported Software). For example, if Robin.io releases version 3.0 on January 31, 2019, it will be supported through June 30, 2020. Support covers the current Minor Release, subject to the 18-month period of general availability. If Robin.io has not released a subsequent release after the current shipping Major Release before the end of its 18-month support period, Robin.io will support the last shipping release for 18 months after shipping a subsequent release. Support beyond the period or for other versions of the Supported Software is not provided under this Support Policy.

Patches

As long as Customer is using any of the Current Supported Software, Patches (code updates or other minor releases applied to the current Major or Minor Release not requiring a full code update and generally without the need for downtime) will be made available for any identified P1 or other issue which prevents the Customer from accessing or using key and required functionality or which involves a critical security update. Patches will be gathered together on typically a monthly basis and made available to all Customers via a patch or point release.

Upgrades

As long as Customer is using any of the Current Supported Software which is currently supported, Upgrades to either subsequent minor releases or subsequent Major Releases will be made available to the Customer without charge. If Customer is on a non-supported release, Upgrades can be made available but may require Professional Services to support the Upgrade process.

Amendments

From time to time, Robin.io may amend this Support Policy in its sole discretion. Robin.io will post the amended terms on the Robin Systems website at https://robin.io/support/support-maintenance-terms/.