TSS Support Tiers
This document is incorporated by reference into the Technical Support Service Guidelines.
Crusoe Cloud currently offers the following Support Tiers:
| Basic tier | Enterprise tier | |
|---|---|---|
| Price | Included with the purchase of Crusoe Cloud Services. | Included at no additional cost for Customers with qualifying annual committed spending or resource reservations. Contact sales for more details. |
| Technical support | Yes, with case limits described below | Yes |
| P1 Request response time | Best efforts | < 15 minutes |
| P2 Request response time | Best efforts | < 30 minutes |
| P3 Request response time | Best efforts | < 1 hour |
| P4 Request response time | Best efforts | < 4 hours |
| Communication channels | Email and console only | Dedicated Slack or similar live chat channel, video calls, email |
| Request hours | Hours of Operation only | 24 hours a day, 7 days a week, 365 days a year |
| Case limits | 5 technical Requests per calendar year; unlimited billing Requests | Unlimited |
For each Support Tier:
"P1" means a critical system problem in which the services are completely down or non-functional, no procedural workaround exists, and business operations are severely impacted with no ability to perform essential functions. Presented as "Urgent Impact – Service Unusable in Production" in Crusoe's support systems
"P2" means an incident in which core functionality is significantly degraded, causing major limitations in system performance or capability, substantial business impact on key operations, but critical functions remain operational potentially through workarounds. Presented as "High Impact – Service Use Severely Impaired" in Crusoe's support systems.
"P3" means a performance issue where core functionality remains operational but with degraded performance, business impact is moderate to minimal, users can continue essential operations, and the issue may affect user experience but does not prevent work completion. Presented as "Normal Impact – Service Use Partially Impaired" in Crusoe's support systems.
"P4" means non-incident requests including standard system changes, information queries, or tasks that don't impact system availability or core functionality. Presented as "Low Impact – Service Fully Usable" in Crusoe's support systems.
"Financial Credit" means:
| Feature | Basic tier | Enterprise tier |
|---|---|---|
| Financial Credit | None available | If Crusoe misses the target initial response time for any Request, Crusoe will offer Customer a credit in the amount of Crusoe's discretion. |
Customer Must Request
In order to receive any of the Financial Credits described above, Customer must notify Crusoe within 30 days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide Crusoe with evidence of the missed target initial response time and the date and time the miss occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Financial Credit.
Maximum Financial Credit
The aggregate maximum number of Financial Credits to be issued by Crusoe to Customer for any and all missed target initial response times that occur in a single billing month will not exceed the amount due by Customer for TSS for the applicable month. Financial Credits will be made in the form of a monetary credit applied to future use of the Service and will be applied within 60 days after the Financial Credit was requested.