FedRAMP Support Policy
This Technical Support Policy (the “Policy”) describes the support services provided by Coralogix Inc. (“Provider” or “Coralogix”) to the customer identified in the applicable Order Form or the agreement governing the Services Agreement (“Customer”, “Agreement”, respectively) with respect to the Services provided within the FedRAMP- authorized environment. This policy Policy is incorporated into, and is governed by, the Agreement between the parties. Capitalized terms not defined here have the meaning given in the Agreement.
1. Definitions
“Business Day” means Monday through Friday, excluding U.S. federal holidays.
“Support Hours” means 9:00 AM to 5:00 PM U.S. Eastern Time (ET), on Business Days.
“Working Hours” means the hours during which Provider’s support personnel are scheduled to receive and work Customer requests, which are the Support Hours defined above.
“Support Request” means a request for assistance submitted by an authorized Customer contact through an approved support channel
“Response” means Provider’s initial acknowledgement of a Support Request and the start of active handling; it does not mean resolution.
“U.S. Person” has the meaning given in the Agreement and, where not defined there, means a person residing in the United States who is a U.S. citizen, U.S. national, lawful permanent resident, or protected individual under applicable U.S. export-control laws.
“Off Hours” means any time that is not within Working Hours – that is, before 9:00 AM or after 5:00 PM U.S. Eastern Time (ET) on a Business Day, and all hours on Saturdays, Sundays, and U.S. federal holidays.
2. Support Hours
Standard technical support is provided during Support Hours: 9:00 AM – 5:00 PM ET, Monday through Friday, excluding U.S. federal holidays.
Support for the FedRAMP environment is delivered on a scheduled-shift basis by U.S.-Persons and does not operate on a follow-the-sun model. Support Requests submitted outside Support Hours are received and queued, and will be addressed at the start of the next Business Day, except for P1 – Critical requests, which are handled on a 24×7 basis in accordance with Section 4.
3. Support Scope and Delivery
Support is provided by Provider personnel. To meet FedRAMP requirements, activities involving access to Customer Data or the FedRAMP-authorized environment are performed only by authorized U.S. Persons. Support activities include troubleshooting and hands-on diagnosis. Support activities requiring access to the Customer environment are performed only by authorized U.S. Persons.
Engineering and code changes – development and code deployment may be performed by Provider’s broader engineering organization in accordance with the program’s authorization boundary controls.
4. Support Requests and Response Targets
Authorized Customer contacts may submit Support Requests through the approved support channel(s). Each request is assigned a Priority based on the business impact. To facilitate timely support, the Customer should provide sufficient information to enable the Provider to understand and troubleshoot the reported issue. Provider will use commercially reasonable efforts to meet the following Response targets during Support Hours:
| Priority | Definition | Target Response | Coverage |
|---|---|---|---|
| P1 – Critical | Production service is unavailable or severely degraded with no workaround. | 10 minutes | 24×7 (all days, including weekends and U.S. federal holidays) |
| P2 – High | Major function impaired; a workaround may exist. | 1 business hour | Support Hours |
| P3 – Normal | Minor issue, question, or general assistance with limited impact. | 3 business day | Support Hours |
| P4 – Low | Cosmetic issue, documentation request, or feature inquiry. | 4 business days | Support Hours |
5. Support Engagement Channels
During Support Hours, authorized Customer contacts engage the Support team through the channels described below, which constitute the approved support channels referenced in Section 4. The Support team monitors these channels during Support Hours and acknowledges each Support Request in accordance with the Response targets in Section 4.
- Slack (during Support Hours) – the Customer’s designated Slack channel is monitored by the Support team during Support Hours. To raise an issue, an authorized contact posts in the channel and tags the designated support group (for example, @coralogix-fedramp-support) so the team is notified. The Support team replies in the channel to confirm the request has been seen and acknowledged; this acknowledgement constitutes the Response. The assigned engineer then communicates and provides ongoing updates on the issue in the same channel.
- Email – Support Requests may also be submitted to [email protected], which is monitored during Support Hours. This mailbox also serves as a means of creating a support ticket. The team will reply to acknowledge receipt and provide updates on the issue raised.
Support Requests submitted outside Support Hours are received and queued and will be addressed at the start of the next Business Day, as described in Section 2.
6. Extended Coverage (Optional)
The coverage described in this Policy reflects the standard offering, which includes 24×7 handling of P1 – Critical incidents. Extended coverage for Support Requests below P1 – Critical – including after-hours or weekend coverage for P2, P3, and P4 requests – is available as an optional add-on.
Extended coverage is not included in the standard offering, requires the Customer’s express written agreement, and carries additional fees as set out in the applicable Order Form. No extended coverage or service commitment beyond this Policy applies unless expressly agreed in writing and the applicable fees are paid.
7. Exclusions
This Policy does not apply to issues arising from: (a) use of the Service other than in accordance with the Documentation and outside of the scope of the FedRAMP-authorized Services.; (b) Customer-side configuration, networks, or third-party products not provided by Provider; (c) events or circumstances outside Provider’s reasonable control; or (d) requests from individuals who are not authorized Customer contacts.
8. Precedence
If there is a conflict between this Policy and the Agreement, the Agreement will prevail controls. This Policy may be updated from time to time; material changes affecting Customer’s support coverage will be communicated in accordance with the Agreement.
