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Last updated: 22/02/2023

Service Level Agreement

Brandwatch’s Service Level Agreement document, for reference.

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Human readable summary

The Service Level Agreement (“SLA”) set out below is provided to Customer in accordance with the Services purchased as set out in an Order. The Services are subject to the terms and conditions agreed to between the parties. Capitalised terms used but not defined in this SLA are defined elsewhere in the Agreement.

1. Support Availability

Depending on the specific Services that you receive, Supplier offers email support and live support for Users on business days. For the purposes of this SLA:

  • A business day is any day that is not a Saturday, Sunday, Christmas Day, Boxing Day, New Year’s Day or local national public holiday.
  • A business hour is any hour between 07:00 – 01:00 UTC / 02:00 – 20:00 ET on a business day.

For assistance with live support, Customer must file a support request with Supplier through any official support channel. For the purpose of this SLA:

  • Supported channels are Chat, Email and Web Tickets

Customer is required to consult supplied documentation by Supplier, to verify that reported issue(s) is due to a malfunction of the Software, and not due to Customer’s operating system, software (e.g. browser), hardware, data, interfaces and security systems and settings.

Customer is responsible for providing all necessary supporting information, including a clearly written description of the problem, the email address that Customer is logged in with, and where applicable, include a URL to the affected area. Customer must also include any steps that it can reasonably identify that would allow Supplier to replicate the problem (a “Valid Support Request”). Following receipt of a Valid Support Request, Supplier will log the problem.

If any User contacts Supplier for any reason other than by filing a live support request via the process set out above, Supplier may refer that user to one of Customer’s admin users and/or to the Customer Success Manager.

For the purpose of this SLA, the times stated reflect business hours unless otherwise specified.

2. Packages

Supplier reserves the right to prioritise responding to support requests depending on Customer’s package or other Service specified on Customer’s Order.

Benchmark (Unmetric), Brandwatch Influence
Customer Support Monday - Friday via Email and Web Tickets
Incl. in packages Benchmark (Unmetric), Brandwatch Influence (Paladin Software)
Initial Response Time Up to 24 hours
Help Center Available
Standard, Pro, Pro Research
Customer Support Monday - Friday via Chat*, Email and Web Tickets
Incl. in packages Standard, Pro, Pro Research
Initial Response Time Up to 8 hours (Chat: best effort to respond within 30 minutes)
Help Center Available
Brandwatch Academy Available
Premium, Premium Research
Customer Support Monday - Friday via Chat*, Email and Web Tickets
Incl. in packages Premium, Premium Research
Initial Response Time Up to 6 hours (Chat: best effort to respond within 30 minutes)
Help Center Available
Brandwatch Academy Available
Enterprise, Enterprise Research
Customer Support Monday - Friday via Chat*, Email and Web Tickets
Incl. in packages Enterprise, Enterprise Research
Initial Response Time Up to 4 hours (Chat: best effort to respond within 10 minutes)
Help Center Available
Brandwatch Academy Available

*Chat is available in the following offering(s): Social Media Management

3. Resolution Times

“Resolution Time” is the period of time during which a Supplier will diagnose and resolve an issue or provide a mitigation to the Issue. Target Resolution Time begins at the end of the applicable Response Time period. Resolution is not applicable if there is a dependency on an external vendor, for example Facebook or Twitter.

The hours during which Brandwatch is obligated to work on problem resolution are restricted to standard business hours for the R&D team.

Classification Definition Target Resolution or Mitigation
Priority 1 (P1) - Critical Unplanned interruption rendering the platform completely unavailable, or performance is so poor as to render the service unusable. No work-around is available. 1 business day
Priority 2 (P2) - High Unplanned interruption rendering a major functionality of the platform unusable which results in limited functionality and/or affects a significant number of Users. 1+ business days
Priority 3 (P3) - Medium Intermittently rendering non-core features of the platform unavailable, or medium loss of a function or resource that does not seriously affect the service’s functionality. 20+ business days
Priority 4 (P4) - Low Intermittently rendering non-core features of the platform unavailable, or minor loss of a function or resource that does not seriously affect the platform’s functionality. N/A

4. Service Availability

Brandwatch guarantees to use reasonable efforts to ensure availability of the Platform 99.5% of the time during each calendar month, excluding scheduled and emergency maintenance, unavailability caused by third party networks or other third party suppliers,  hacks or malicious introduction of viruses disabling devices and other forms of attacks that disrupt access to the platform, as well as any disruption that constitutes an event of force majeure. Supplier may undertake emergency maintenance at any time pursuant to an emergency.

Supplier aims to provide three (3)business days advance notice of any scheduled maintenance via the Status Page. Although Supplier aims to minimise disruption by scheduling maintenance outside business days, Supplier cannot guarantee this will always be the case.

Service Name Availability How availability is measured
Consumer Research 99.5% per calendar month Consumer Research availability is measured 24x7x365 by testing live queries from a remote test server, located outside of and remote to the production infrastructure. Availability is sampled every four minutes and is based upon the successful operation of all core analysis functionality (including login, project listing, categories listing, Query group and sitegroup listing, Mention retrieval, and Mention search).
Audiences 99.5% per calendar month Audiences availability is measured 24x7x365 by testing in the live production environment, every five minutes, the following functionalities: login, database, and search index access.
Vizia 99.5% per calendar month Vizia availability is measured 24x7x365 by testing once per minute, from five separate geographical locations, the Vizia API, the Vizia Fallback Cache, and the Vizia Content Proxy.
Social Media Management 99.5% per calendar month The Availability percentage shall represent a fraction, the numerator of which is the number of minutes of uptime in any given calendar year and the denominator of which is the total number of minutes during such calendar year. A downtime will only be counted toward a downtime calculation, if the such period consists of five consecutive minutes of unavailability as set out above.

5. Archived Service Level Agreements

Falcon.io is now part of Brandwatch.
You're in the right place!

Existing customer?Log in to access your existing Falcon products and data via the login menu on the top right of the page.New customer?You'll find the former Falcon products under 'Social Media Management' if you go to 'Our Suite' in the navigation.

Paladin is now Influence.
You're in the right place!

Brandwatch acquired Paladin in March 2022. It's now called Influence, which is part of Brandwatch's Social Media Management solution.Want to access your Paladin account?Use the login menu at the top right corner.