Superblocks Support Policy

This Superblocks Support Policy (the "Policy") is governed by the Agreement between Superblocks and the Customer, as specified in the applicable Order Form(s) (the “Agreement”). Any capitalized terms not defined within this Policy will have the definitions provided in the Agreement. This Policy outlines the support services provided by Superblocks related to the Superblocks Technology  ("Support Requests"). All support provided under this Policy will be conducted remotely and exclusively in English.

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Definitions

Capitalized terms have the meaning set forth below or as defined within this Policy:

“Business Hours” means between the hours of 9:00AM - 6:00PM from Monday through Friday (EDT/EST), excluding holidays. Current holidays observed by Superblocks are US national bank holidays.

“Deployed Application” means a Customer Application that is deployed for general use, and not the version in edit mode within the Services.

“edit mode” means the edit mode of the Services, as accessed by Customer.

“Incident” means a failure of the Services to perform in material compliance with the Agreement, applicable Order, and Documentation, as further described herein.

"Response Time" refers to the interval between Superblocks' receipt of any Support Request, including the initial submission, and Superblocks' subsequent response by one of its personnel.

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Contacting Superblocks Support

You may submit a Support Request through Superblocks’ designated support channels, located at https://docs.superblocks.com/support/help

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Exclusions

This Policy does not apply to the following:

Trials and Beta Use

Billing inquiries - For billing inquiries, please email billing@superblockshq.com or discuss with your designated Customer Success Manager.

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Target Response Times

Superblocks' target response times to Support Tickets are determined by their Incident Type, as outlined in the table below. Superblocks will use commercially reasonable efforts to meet the target response times for all responses and resolution to Support Requests within Business Hours, except as otherwise specified. When applicable, responses may be communicated via the “Superblocks Status Page” (https://status.superblocks.com/) to streamline responses to Support Requests brought by multiple Customers and provide the most timely updates. Superblocks uses ticketing applications to measure response times from Superblocks’ receipt of a Support Request.

Incident Type Target Response Time Resolutions Actions
Critical Incidents on Deployed Applications.

An issue affecting a Deployed Application that results in either complete failure or significant degradation of a Deployed Application. 		Within 2 hours (including outside of Business Hours) Superblocks’ support will prioritize immediate action on 24x7 basis for resolution and provide temporary workarounds, if available. Regular updates will be provided and resolution efforts may escalate to senior engineering and/or management. Where the impact extends across multiple organizations, responses may be communicated through the Superblocks Status Page
Critical Incident for Customer Applications in edit mode and Services access

An issue affecting either (i) the edit mode of a Customer Application, characterized by complete failure or significant degradation of the Customer Application or (ii) the Customer's inability to access the Services.		 Within 4 hours Superblocks’ support will aim to resolve the incident promptly. Escalation to senior engineering may occur if resolution is not met within standard timelines. Where the impact extends across multiple organizations, responses may be communicated through the Superblocks Status Page.
Non-Critical Service Incident

An issue involving partial failure or mild degradation of the Services, including Customer Applications, where the Customer can access some but not all Services features.		 Within 24 hours Superblocks’ support will work to provide a solution and/or workaround. Escalation to senior engineering is possible for unresolved incidents.
Non-Critical Support Request

An issue encompassing non-critical technical matters, including, but not limited to product inquiries, implementation questions, and feature requests.		 Within 48 hours Superblocks’ support will address inquiries and technical issues promptly.


In response to Support Requests Superblocks may provide temporary workarounds, patches, bypass procedures, or other solutions aimed at mitigating an Incident’s impact. Superblocks does not assure the resolution of all issues raised under this Policy.

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Modification

This Policy may be revised periodically by Superblocks provided any such modifications do not materially diminish the level of support provided throughout the applicable Order Term.

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