Service & Support Policy

Watkins Labs
Effective Date: 01-01-2025

1. Introduction

This Service & Support Policy defines the detailed structure, processes, and service level agreements (SLAs) for support provided to Watkins Labs clients. This policy outlines the types of support offered, escalation procedures, responsibilities, and specific response targets to ensure efficient resolution of issues. By using our services, you agree to these terms.

2. Support Structure

2.1 Support Tiers

• Tier 1: Frontline Support
  • Scope: Basic troubleshooting, FAQs, self-help guidance, and initial problem diagnosis.
  • Details:
    • Use of an online ticketing system and live chat during standard support hours.
    • Initial troubleshooting steps provided via email or phone, including clear guidance on documentation submission (logs, screenshots, error codes).
• Tier 2: Technical Support & Escalations
  • Scope: In-depth technical issue analysis, configuration issues, and software/hardware compatibility queries.
  • Details:
    • Dedicated technical specialists review cases escalated from Tier 1.
    • Remote diagnostic sessions, detailed log analysis, and system configuration reviews are conducted.
    • Issues are tracked in our internal system with regular progress updates.
• Tier 3: Engineering & Critical Support
  • Scope: Resolution of critical system issues, major outages, and incidents requiring direct intervention from engineering teams.
  • Details:
    • Immediate coordination with product engineers and senior technical leads.
    • On-site support available for clients in Georgia or remote support with prioritized resource allocation.
    • Root cause analysis is documented and shared with the client post-resolution.

2.2 Support Availability

• Standard Support:
  • Available Monday to Friday, 9 AM – 5 PM Eastern Time (Georgia).
  • Support channels include email, ticketing system, and phone during these hours.
• Emergency Support:
  • Available 24/7 for critical issues (e.g., service outages, security incidents) at premium rates.
  • Defined as any issue that severely impacts operational capabilities or data integrity.

3. Support Response Times and SLAs

3.1 Priority Definitions and Response Times

• P1 – Critical Issues:
  • Examples: Total system outage, major security breach, complete service disruption.
  • Response: Initial response within 1 hour; engineering team mobilized within 2 hours; continuous updates every hour until resolution.
• P2 – Major Issues:
  • Examples: Significant performance degradation, partial outage affecting core functions.
  • Response: Initial response within 4 hours; Tier 2 escalation within 6 hours; resolution or mitigation plan provided within 24 hours.
• P3 – Minor Issues:
  • Examples: Cosmetic issues, minor functionality glitches, non-critical bugs.
  • Response: Initial response within 24 hours; resolution provided within 3-5 business days depending on complexity.
• General Requests:
  • Examples: Feature requests, information inquiries, general usage questions.
  • Response: Acknowledgment within 48 hours with resolution or feedback provided within 5 business days.

3.2 SLA Commitments

• Monitoring: All incoming support cases are logged and monitored via our ticketing system.
• Escalation: Cases not resolved within designated response times are automatically escalated to the next support tier.
• Documentation: Each support case is documented, including steps taken, resolution time, and customer feedback for continuous improvement.

4. Support Request Process

• Submission:
  • Clients must submit support requests via our ticketing system, email (support@watkinslabs.com), or phone (+1 (470) 593-0221).
  • For email or phone support, include your client ID, a detailed description of the issue, error messages, screenshots, and any relevant logs.
• Tracking:
  • Each request is assigned a unique ticket number for tracking and follow-up.
• Communication:
  • Clients will receive automatic acknowledgments and regular status updates via email.
  • A dedicated support portal provides real-time status on all open cases.

5. Escalation Procedures

• Tier Escalation:
  • If a case remains unresolved beyond the initial SLA, it is automatically escalated to the next support tier.
  • A manager-level review is triggered if issues persist past the escalation point.
• Client-Initiated Escalation:
  • Clients can request escalation by contacting the support hotline or emailing a designated escalation address (escalations@watkinslabs.com).
  • Escalation requests will be reviewed within 2 business hours during standard support hours.

6. Exclusions and Limitations

• Out-of-Scope Support:
  • Third-party software or hardware issues not provided or managed by Watkins Labs.
  • Training, consulting services, or customization projects not covered under the standard support agreement.
  • Issues arising from client modifications, misuse, or failure to follow provided recommendations.
• Client Responsibilities:
  • Maintain updated system configurations and ensure compliance with recommended maintenance practices.
  • Provide all necessary information and documentation to facilitate efficient issue resolution.
  • Acknowledge and implement recommended solutions and updates in a timely manner.

7. Service Credits and Performance Reviews

• Service Credits:
  • In the event of failure to meet SLA response times, clients may be eligible for service credits as detailed in the support agreement.
• Performance Reviews:
  • Regular reviews of support case metrics and customer feedback will be conducted to ensure continuous improvement of our support services.

8. Policy Updates

• This policy is subject to regular review and updates.
• Clients will be notified of any significant changes via email and the latest version will be available at watkinslabs.com/service-support-policy.

9. Contact Us

For all support-related inquiries, contact:
📧 support@watkinslabs.com
📞 +1 (470) 593-0221