Remix Labs Support Services & Terms

Introduction

Remix provides a fast-response support channel with access to platform engineers and product experts. The service helps Customers with issues such as access rights, builder-related functionality, content libraries, data integration components, and other platform-related issues.

Support Requests

All Customers with an active Platform Subscription can contact Remix support to:

Accessing Remix Labs Support

The primary method for first contact with Remix Labs Support via a shared Slack channel that is set up between each Customer and Remix Labs. Live ‘screen sharing’ is available through Zoom. Customers can expect to get a first response within 2 hours. Resolution time/SLA varies based on the issue filed, but typically:

  • Priority 1 issues: within 4 hours
  • Priority 2 issues: within 24 hours

Remix Support is available during the following hours and times:

  • 6am to 6pm PST, Monday through Friday, excluding U.S. national holidays
  • Weekend support available for Priority 1 issues

Other Communication from Remix Labs

Customers of the Remix platform with an active Platform Subscription will receive certain communications from Remix Labs such as service announcements, including builder, application updates and release notifications, and administrative messages. Customers will not be able to opt-out from receiving such service announcements and administrative messages.

Company Administrators (Customer Admins)

To manage your company account and the internal and external users of requiring access to the builder or applications, Customer Admins are appointed in each org’s Admin app.

Issue Resolution Based on Type of Issue


1. Platform Status, Upgrades, Updates and Scheduled Downtime

Self-hosted deployment

Status and downtime will be governed by the terms of service of the Customer’s cloud provider (e.g. AWS, GCP, MS Azure). For resolution to any outages, please contact your cloud provider.

Remix-hosted deployment

Platform updates, including system-wide notifications and planned maintenance will be communicated via Remix’ shared Slack channels with each Customer.

Remix will use reasonable efforts to minimize Customer downtime, as our platform is subject to Google Cloud Platform availability. In addition, Remix will promptly notify any outage to Customer designated contacts.

2. Data Access and Data-related issues

Self-hosted deployment

For issues pertaining to data access, data loss and support, users should contact their internal support /IT staff. Accuracy, quality, content and data privacy guidelines are based on Customer’s internal policies.

Remix-hosted deployment

For issues pertaining to data access, accuracy, quality and content, Customer’s internal IT staff or designated support contacts will provide Level 1 support. For issues pertaining to loss of data, user access and other data-related matters, contact Remix support services.

Contacting Us

For questions, complaints, or comments regarding this Support Policy, please contact us by (i) emailing or (ii) sending postal mail to: 546 Washington Avenue, Palo Alto, CA 94301.

Last updated: July 14, 2020