Last Updated: October 24th, 2019
Cerulean Studios ("Cerulean") provides pre-sales, billing, and technical support ("Support") to customers of all versions of the Trillian Services (as defined in the Trillian Customer Agreement, the full text of which is available at https://trillian.im/legal/customer-agreement/) according to the below schedules and depending on subscription type.
| Feature | Individual | Pro | Business | Enterprise | Premium1 |
|---|---|---|---|---|---|
| Self-help resources | |||||
| Online ticket creation | |||||
| Email and phone escalation | |||||
| Screen-sharing, collaboration phone calls, health checks | |||||
| Installation and deployment advisory | |||||
| Potential to influence product roadmap | |||||
| Direct access to senior support team |
1. Self-Service Resources
Self-service resources are available for all versions of the Trillian Services, including help articles and guides. For more information about self-service resources, visit the help center at https://trillian.im/help.
2. Technical Support
Technical support includes communication with IT administrators deploying and managing the Trillian Services, assistance with issues during installation and upgrades, guidance around configuration and implementation, assistance identifying and troubleshooting problems in the Trillian Services, and identifying and creating appropriate bug reports.
| Technical support does not include support in languages other than English, support for end users, support for organizations without a valid subscription, remote administration, professional services including but not limited to product training, system performance and/or tuning, capacity planning, installation services, or support for Trillian versions other than the latest official release or the previous major official release. |
2. Technical Support Case Handling
Cerulean assigns a severity level to a case when it is opened, based on an assessment of the issue type and customer impact. Examples of issue types and severity levels are shown in the following table.
| Severity | Description | Examples |
|---|---|---|
| L1 (Critical) |
Trillian isn't accessible or is unusable. Production, operations, or deployment deadlines are severely affected, or there will be a severe impact on production or profitability. Multiple users or services are affected. |
Widespread problems sending or receiving instant messages or connecting to Trillian. |
| L2 (High) |
Trillian is usable but in an impaired fashion. The situation has moderate business impact and can be dealt with during business hours. A single user or customer is partially affected. | Some users can't send instant messages or connect to Trillian. Some users are unable to share files or media. |
| L3 (Non-critical) |
The situation has minimal business impact. The issue is important but does not have a significant current service or productivity impact for the customer. A single user is experiencing partial disruption, but an acceptable workaround exists. |
Performance issues or issues educating end users with regard to specific aspects of the product. An single user can't sign into Trillian on a mobile device but can via a desktop device. |
3. Technical Support Initial Response Times
Initial response time is based on the severity levels described above and the type of Trillian Services subscription. The response time objectives are described in the following table.
| Severity | Individual | Individual Pro | Business | Enterprise | Premium1 |
|---|---|---|---|---|---|
| L1 (Critical) |
Self-service only | Available: business hours2 Initial response time: no commitment |
Available: business hours2 Initial response time: next business day |
Available: business hours2 Initial response time: 4 hours |
Available: 24/7 Initial response time: one hour |
| L2 (High) |
Self-service only | Available: business hours2 Initial response time: no commitment |
Available: business hours2 Initial response time: no commitment |
Available: business hours2 Initial response time: 8 hours |
Available: business hours2 Initial response time: 2 hours |
| L3 (Non-Critical) |
Self-service only | Available: business hours2 Initial response time: no commitment |
Available: business hours2 Initial response time: no commitment |
Available: business hours2 Initial response time: next business day |
Available: business hours2 Initial response time: next business day |
| 1 Premium Support includes 24/7/365 coverage for L1 issues and is available as an additional add-on to the Trillian Services. Please contact us if you are interested in purchasing Premium Support. 2 Business day coverage is from Monday to Friday, 9am to 5pm US Eastern Time Zone on non-US holidays. |