Widget Brain Support is a person-to-person, fast-response support channel staffed with experienced support engineers. The service helps customers to successfully set up, deploy and use the Widget Brain Software. The service also helps customers with issues such as architecture recommendations, assistance with Widget Brain web properties, and licensing issues.
This document describes the Support & Software Updates Services included in the Widget Brain Platform Subscription, which are key to ensure non-stop operations.
All customers with a valid and active Subscription can contact Support to:
Widget Brain Support is made available through:
To add a technical contact for your company:
We strongly recommend setting your technical contacts immediately after acquiring the Widget Brain Software.
To submit a Service Request follow the instructions on Contact Widget Brain technical support.
Widget Brain Support response times are based on the priority setting that is assigned for each Service Request.
You can communicate with Widget Brain Support in English.
Once Widget Brain responds to your Service Request, a Support agent will work with you to identify and resolve your issue. The resolution provided by Widget Brain may include one or more of the following:
We consider Service Requests resolved if:
We recommend that you escalate the priority of the service request when you feel that:
Before you request escalation, make sure that you have opened a service request. The information in the service request must enable us to understand:
Support Services staff are not suited to assist with licensing questions or commercial inquiries.
For questions about the Algorithm Factory licensing:
For licensing questions specific to your Algorithm Factory subscription, including expiration dates, questions on licensed features and how to upgrade:
For questions on pricing or on acquiring Widget Brain Platform:
For customers with a valid subscription of the Algorithm Factory platform and the Algorithm services, Widget Brain shall use commercially reasonable efforts to ensure an uptime of 99.9% with regard to ALFA during any given month of the Subscription Term, excluding the periods:
(i) in which any of the Parties are performing scheduled maintenance;
(ii) that result from a termination as described in of the Agreement;
(iii) that result from suspension due to overdue payments;
(iv) caused by factors outside of Widget Brain’ reasonable control, including any force majeure event or Internet access or related problems;
(v) that result from any actions or inactions of customer or any third party on behalf of customer;
(vi) that result from customer’s equipment, software or other technology and/or third party equipment, software or other technology, contracted by customer;
(vii) caused by customer’s use of the Software in a manner inconsistent with the documentation or Widget Brain’ guidance;
(viii) caused by customer’s use of the Software after Widget Brain advised customer to modify its use of the Software;
(ix) attributable to acts by persons gaining unauthorized access to or use of the Software due to customer’s failure to maintain and control security and access to the Software;
(x) attributable to the acts or omissions of customer or its employees, agents, contractors, or vendors, or anyone gaining access to the Software and/or the Support and Updates services by means of customer’s credentials or equipment;
(xi) that result from the deployment or execution of Applications in the PaaS which, due to excessively complex or erroneous programming of said Applications, will not consistently answer user requests successfully, with a predictable term, without errors or any sort, and without behaviors susceptible of consuming excessive resources from the underlying hardware or software, or causing contention in access to said resources.
From time to time, Widget Brain reserves the right to perform maintenance interventions. These interventions update the ALFA Software to ensure you benefit from new capabilities and defect fixes.
In the event of Scheduled Maintenance:
Our Support Service Levels cover development and production issues of the Widget Brain Software, including:
Widget Brain Support does not include:
Additionally, Widget Brain shall have no obligation to support:
We provide regular Support and Updates for each Product and Software version:
Customers with a valid subscription are still entitled to submit support requests for a discontinued Software Version, but:
Monday through Friday except January 1st and December 25th.