Brandwatch’s Service Level Agreement document, for reference.
The Service Level Agreement (“SLA”) set out below is provided to Customer in accordance with the Services purchased as set out in an Order. The Services are subject to the terms and conditions agreed to between the parties. Capitalised terms used but not defined in this SLA are defined elsewhere in the Agreement.
Depending on the specific Services that you receive, Supplier offers email support and live support for Users on business days. For the purposes of this SLA:
For assistance with live support, Customer must file a support request with Supplier through any official support channel. For the purpose of this SLA:
Customer is required to consult supplied documentation by Supplier, to verify that reported issue(s) is due to a malfunction of the Software, and not due to Customer’s operating system, software (e.g. browser), hardware, data, interfaces and security systems and settings.
Customer is responsible for providing all necessary supporting information, including a clearly written description of the problem, the email address that Customer is logged in with, and where applicable, include a URL to the affected area. Customer must also include any steps that it can reasonably identify that would allow Supplier to replicate the problem (a “Valid Support Request”). Following receipt of a Valid Support Request, Supplier will log the problem.
If any User contacts Supplier for any reason other than by filing a live support request via the process set out above, Supplier may refer that user to one of Customer’s admin users and/or to the Customer Success Manager.
For the purpose of this SLA, the times stated reflect business hours unless otherwise specified.
Supplier reserves the right to prioritise responding to support requests depending on Customer’s package or other Service specified on Customer’s Order.
| Benchmark (Unmetric), Brandwatch Influence | |
|---|---|
| Customer Support | Monday - Friday via Email and Web Tickets |
| Incl. in packages | Benchmark (Unmetric), Brandwatch Influence (Paladin Software) |
| Initial Response Time | Up to 24 hours |
| Help Center | Available |
| Standard, Pro, Pro Research | |
|---|---|
| Customer Support | Monday - Friday via Chat*, Email and Web Tickets |
| Incl. in packages | Standard, Pro, Pro Research |
| Initial Response Time | Up to 8 hours (Chat: best effort to respond within 30 minutes) |
| Help Center | Available |
| Brandwatch Academy | Available |
| Premium, Premium Research | |
|---|---|
| Customer Support | Monday - Friday via Chat*, Email and Web Tickets |
| Incl. in packages | Premium, Premium Research |
| Initial Response Time | Up to 6 hours (Chat: best effort to respond within 30 minutes) |
| Help Center | Available |
| Brandwatch Academy | Available |
| Enterprise, Enterprise Research | |
|---|---|
| Customer Support | Monday - Friday via Chat*, Email and Web Tickets |
| Incl. in packages | Enterprise, Enterprise Research |
| Initial Response Time | Up to 4 hours (Chat: best effort to respond within 10 minutes) |
| Help Center | Available |
| Brandwatch Academy | Available |
*Chat is available in the following offering(s): Social Media Management
“Resolution Time” is the period of time during which a Supplier will diagnose and resolve an issue or provide a mitigation to the Issue. Target Resolution Time begins at the end of the applicable Response Time period. Resolution is not applicable if there is a dependency on an external vendor, for example Facebook or Twitter.
The hours during which Brandwatch is obligated to work on problem resolution are restricted to standard business hours for the R&D team.
| Classification | Definition | Target Resolution or Mitigation |
|---|---|---|
| Priority 1 (P1) - Critical | Unplanned interruption rendering the platform completely unavailable, or performance is so poor as to render the service unusable. No work-around is available. | 1 business day |
| Priority 2 (P2) - High | Unplanned interruption rendering a major functionality of the platform unusable which results in limited functionality and/or affects a significant number of Users. | 1+ business days |
| Priority 3 (P3) - Medium | Intermittently rendering non-core features of the platform unavailable, or medium loss of a function or resource that does not seriously affect the service’s functionality. | 20+ business days |
| Priority 4 (P4) - Low | Intermittently rendering non-core features of the platform unavailable, or minor loss of a function or resource that does not seriously affect the platform’s functionality. | N/A |
Brandwatch guarantees to use reasonable efforts to ensure availability of the Platform 99.5% of the time during each calendar month, excluding scheduled and emergency maintenance, unavailability caused by third party networks or other third party suppliers, hacks or malicious introduction of viruses disabling devices and other forms of attacks that disrupt access to the platform, as well as any disruption that constitutes an event of force majeure. Supplier may undertake emergency maintenance at any time pursuant to an emergency.
Supplier aims to provide three (3)business days advance notice of any scheduled maintenance via the Status Page. Although Supplier aims to minimise disruption by scheduling maintenance outside business days, Supplier cannot guarantee this will always be the case.
| Service Name | Availability | How availability is measured |
|---|---|---|
| Consumer Research | 99.5% per calendar month | Consumer Research availability is measured 24x7x365 by testing live queries from a remote test server, located outside of and remote to the production infrastructure. Availability is sampled every four minutes and is based upon the successful operation of all core analysis functionality (including login, project listing, categories listing, Query group and sitegroup listing, Mention retrieval, and Mention search). |
| Audiences | 99.5% per calendar month | Audiences availability is measured 24x7x365 by testing in the live production environment, every five minutes, the following functionalities: login, database, and search index access. |
| Vizia | 99.5% per calendar month | Vizia availability is measured 24x7x365 by testing once per minute, from five separate geographical locations, the Vizia API, the Vizia Fallback Cache, and the Vizia Content Proxy. |
| Social Media Management | 99.5% per calendar month | The Availability percentage shall represent a fraction, the numerator of which is the number of minutes of uptime in any given calendar year and the denominator of which is the total number of minutes during such calendar year. A downtime will only be counted toward a downtime calculation, if the such period consists of five consecutive minutes of unavailability as set out above. |
Existing customer?Log in to access your existing Falcon products and data via the login menu on the top right of the page.New customer?You'll find the former Falcon products under 'Social Media Management' if you go to 'Our Suite' in the navigation.
Brandwatch acquired Paladin in March 2022. It's now called Influence, which is part of Brandwatch's Social Media Management solution.Want to access your Paladin account?Use the login menu at the top right corner.
