Union Support Policy

This Support Policy (the “Support Policy) sets forth the support tiers with respect to services (the “Service”) provided by Union to a customer (“Customer”) pursuant to a separate Master Services Agreement between Union and Customer (a “Customer Agreement”).

Support

Union will provide support to Customer in accordance with the Platform Tier (and corresponding Support Tier) selected by Customer in the applicable Work Order. 

  • Union’s Platform Tier 1 entitles Customer to Union’s Premier Support Tier.
  • Union’s Platform Tier 2 entitles Customer to Union’s Advanced Support Tier.
  • Union’s Platform Tier 3 and above entitles Customer to Union’s Priority Support Tier.

The Support Tier is in accordance with the Client Work Order and the terms therein. If you would like to move up to the next Support Tier, or receive any other support services other than those set forth in this Support Policy, the scope of such support must be separately agreed in writing by Customer & Union. 

Union support tiers

Tier 1
Premier
Tier 2
Advanced
Tier 3
Priority
24x7 follow-the-sun coverage
Severity 1
Severity 1
Severity 1–2
12x5 coverage (PT)
Severity 2-4
Severity 2-4
Severity 3-4
Severity 1 - Urgent
3 hours
2 hours
1 hours
Severity 2 - High
6 hours
4 hours
2 hours
Severity 3 - Medium
24 hours
12 hours
4 hours
Severity 4 - Low
48 hours
24 hours
12 hours
Email-based ticketing support
Real-time message-based support: Slack / MS Teams
First 3 months only
Union in-app help widget
Knowledge base, docs, tutorials, workflow examples
Assigned AI Solutions Engineer with a comprehensive understanding of your workflows and stack
Shared Group
Dedicated
Dedicated
Slack/DM support
Unlimited
Unlimited
Unlimited
Video conference support
Three / first 3 months
Once / month
Four / month
General Q&A sessions, training refreshers, QBRs, needs/roadmap check-ins, et al.
1 x Quarterly
60 min each
1 x Month
60 min each
2 x Month
60 min each

Union support model

Our support model is based on how mission-critical specific workflows are to your business and how significantly specific technical issues affect them. We use a Severity-based model to gauge how significantly the defect or issue with the Platform impacts the functionality of Union Cloud.

1

Severity 1 - Urgent

Platform is down, inoperable, inaccessible, or unavailable; operation has materially ceased. There is no workaround available, and Union support personnel are needed immediately.

2

Severity 2 - High

Platform is severely limited or degraded, major functions are not performing properly, situation is significantly impacting Customer’s operations. No workaround is immediately available. Severity 2 issues include intermittent failures of previously successful workflows as well as scheduling delays.

3

Severity 3 - Medium

Minor issues with the Platform. Platform or functionality issues may have viable workarounds immediately available. These also include time-sensitive user questions, such as scale-up requests and debugging support for situations that affect business operations.

4

Severity 4 - Low

Events have no impact on the platform; includes standard support requests. Workaround works well for any functionality issues. This category of issues includes general user questions such as compilation/registration errors, configuration adjustments, re-write, planned scale-up requests, failures in user code or questions not answered by documentation.