Accessing Support. In addition to online help in the SaaS, which can be accessed by clicking the “Help” tab when logged into the SaaS service, function- specific help information can also be accessed throughout the SaaS using the ‘?’ option. The Compass online community (▇▇▇▇▇://▇▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇.▇▇▇) is available 24x7 for self-service technical assistance including: • Accessing our knowledgebase, product documentation, technical articles, and FAQs • Viewing supported platforms and hardware The online support portal (▇▇▇▇://▇▇▇.▇▇▇▇▇▇▇▇▇.▇▇▇/services/online- support) is used to manage Customer cases and includes: • Logging support cases and case communication • Submitting new product enhancements • Support Policy documentation • Reporting status of cases The support email address is ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇.▇▇▇. Local and toll- free support phone numbers are listed in SailPoint’s Compass online community. Access to Support is available to a maximum of 10 named contacts per contract, list to be provided and maintained by Customer. This Attachment details SailPoint’s Service Level Agreement (“SLA”) for the Customer’s production instance of the SaaS Service.
Appears in 2 contracts
Sources: Software as a Service Agreement, Software as a Service Agreement