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Chronicle SOAR Technical Support Services Guidelines

Last modified: August 02, 2022

This is not the current version of this document and is provided for archival purposes. View the current version

The Chronicle SOAR Technical Support Services Guidelines (the "Guidelines") describe how Google will offer TSS to customers for Chronicle SOAR Services. Capitalized terms used but not defined in these Guidelines have the meanings given to them in Customer's agreement with Google for the Services and related technical support (the "Agreement").

1. Support Request Submission.

1.1 Customer Efforts to Fix Errors.

Prior to making a request to Google, Customer will use reasonable efforts to fix any error, bug, malfunction or network connectivity defect without escalation to Google. Thereafter, a Customer may submit a written request for technical support through the Google ticketing system https://support.siemplify.co/hc/en-us that Google makes available for such purpose in the Services. Phone access to CSM during normal business hours may be available but a support ticketing system request is preferred outside of business hours.

1.2 Characterization of Requests.

Customer designates P1-P4 Priority upon submission of Requests. Google will review Customer's Priority designation and may change designations that Google believes are incorrect. Google will inform Customer of such change in its response to the support Request. Google’s designation is final and binding on Customer.

1.3 Procedures for Acknowledgement and Resolution of Requests.

When making a Request, Customer will provide all requested diagnostic information and assist Google as may be required to resolve a Request.

1.4 Request Acknowledgement.

Google may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that Google may be unable to provide answers to, or resolve, all Requests.

1.5 Feature Requests.

If Google deems a Request to be a “Feature Request,” Google will log such Request for consideration to add to a future update or release of the Services and will consider the matter closed. Google is under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release.

1.6 Pre-General Availability Offerings.

Although Google has no obligation to provide Chronicle SOAR TSS for alpha, beta, preview, or any similarly-designated or other pre-general availability versions, features, or functionality of the Services, Google will consider Requests at these development stages on a case-by-case basis.

2. Accessing Support.

Customer will provide first-level support to Customer End Users. Google will provide second-level support to Customers only.

3. General Provisions.

3.1 Maintenance.

Maintenance Window: Every Sunday between 13:00 - 17:00 GMT+2

To ensure optimal performance of the Services, Google performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If Google expects planned Maintenance to negatively affect the availability or functionality of the Services, Google will use commercially reasonable efforts to provide at least 7 days' advance notice of the Maintenance. In addition, Google may perform emergency unscheduled Maintenance at any time. If Google expects emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, Google will use commercially reasonable efforts to provide advance notice of such Maintenance. Google may provide any notice to Customer under this Section (a) by sending an email to the Notification Email Address, or (b) through the Services.

3.2 Language Support Generally.

Google will provide all support under these Guidelines in the English language.

3.3 Support Data Processing Activities.

Google collects and processes Support Data for the purpose of providing Chronicle SOAR TSS under these Guidelines and maintaining the Services.

3.4 Support User Profile Creation.

In order to receive Support, Google will provide instructions to Customer as to how to create a Support User profile. Customer must create a Support User in order to receive Support from Google via such Support User profile.

4. Support.

Google will provide Customer with technical support according to the level of support Google agreed to provide Customer.

4.1 Standard Support.

The Standard Support includes the following: automatic Services upgrades and Maintenance updates, support for billing, product defect and technical inquiries as well as access to documentation and release notes, if any. Requests are responded to with an initial target response time per the “Target Initial Response Time” chart below.

4.2 Remote Desktop Controlling Support services via Zoom

Upon Customer’s request, Google may provide remote desktop controlling Support services via Zoom, which enables Google to view and control Customers/Customers’ End Users’ desktops. Customers/Customers’ End Users must approve Google’s request for Remote Control during the Zoom support session. If at any time Customer/Customers’ end users wish to terminate the session, they can do so by clicking the  "Stop Share" button. Any acceptance of such services indicate that Customer/Customer’s end users consent to Google viewing and controlling their desktop remotely via Zoom to provide Support services during this Support Session; and that they have the authority to grant this consent on behalf of their organization or company.

5. Definitions

• “Feature Request” means a Request to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.
• “Maintenance” means maintenance work that is performed on hardware or software delivering the Services.
• “P1” means - All work stopped. Negative impact on business continuity. Examples: Google offline. Multiple connectors failing to process alerts. Unable to log in to the system.
• “P2” means - Productivity is significantly compromised. Critical functionality or access is interrupted, degraded, or unusable, having a severe impact on service availability. Examples: Errors in currently used integrations causing workflows to fail. Existing connectors not processing incoming alerts. Database replication errors.
• “P3” means - Non-critical function or procedure, unusable or hard to use having an operational impact, but with no direct impact on service availability. A workaround is available. Examples: Google processing alerts at a reduced rate. Dashboards are not loading properly, but reports can be created. Insight is not showing up for entities, but data available in the case wall.
• “P4” means - Productivity is not immediately compromised but maybe in the future. A workaround is available, or a repair is possible. Examples: New feature requests for integration, tips on how to build a playbook properly, formatting not correct in an output.
• “Priority” means the level of impact a Request is having on Customer's operations and is used to establish initial target response times. Priority is established on a scale of P1 through P4.
• “Request” means a request from Customer for technical support to resolve a question or problem report regarding the Services.
• “Support Data” means account details and the information that Customer provides to Google for the purpose of obtaining Chronicle SOAR TSS under these Guidelines, including requests for support and the details provided to Google about the specific support issue.

5.1 Target Initial Response Time

	Standard	Premium	Elite
Email Support	8AM - 5PM Customer local time excluding holidays and weekends	24x7	24x7
Request/Issue Severity (Initial Response Time)
P1	6 business hours	4 hours	2 hours
P2	8 business hours	5 hours	4 hours
P3	24 business hours	24 hours	12 hours
P4	48 business hours	48 hours	24 hours
New upgrades, Patches, and Hot fixes	Included	Included	Included
Access to Knowledge Base and Documentation	Included	Included	Included