Customer Services
At Spirion, consumer data protection and ensuring product delight are at the heart of what we do. Our focus on enabling our customers to protect their intellectual property and the ever-growing amount of sensitive data of their customer base drives us on our pursuit of excellence. We strive to ensure optimal product usage with data security and privacy, offering an array of services for our customers.
Customer Success
Regardless of the industry or customer size, Spirion delivers personalized ongoing relationship support by assigning every customer to a Customer Success Management team-member. Our commitment to our customers’ success and satisfaction is paramount. We look for meaningful ways to deliver stellar support with our online portal, technical and advisory user groups, ongoing educational programs, and are just a phone call away.
To ensure that our customers receive an excellent product experience, we instituted, “Spirion Listens,” which is a brief questionnaire sent to customers to provide insight into the customer’s opinion about our products, services, and employees. Every response is read by our executive team to ensure satisfaction.
Professional Services
Spirion offers a range of service offerings to ensure customers get the help and guidance needed to secure and transform their business.
We help companies implement Spirion products; offering onboarding services to teach users the application and mentoring to achieve organizational goals. Our experts work alongside customers to set up priorities, search strategies, classifications, workflows, and criteria; providing the right amount of guidance for testing that enables a successful production experience to help customers realize a faster time to value.
Technical Support
Technical support for Spirion users is another extension of our Customer Success philosophy, and we are available to help, and address needs related to product functionality. We manage our support tickets on a triage method, and all support inquiries are acknowledged in a timely fashion, with most cases resolved the same day. We offer an online community that includes our support portal with access to product documentation, our knowledgebase articles for additional guidance, online forums, as well as trained technical staff available to help with issues or questions.
Customer Support Policy
Service Level Addendum (SLA)
archTIS will make its Services available 99% of each full calendar month.
Service Credit
If the SLA is violated, then Customer is entitled to a credit (refund if the order is not renewed), of 1/12 of its subscription fee for that year.
Exclusions
Scheduled Downtime. archTIS will provide at least 48 hours advance electronic notice of any scheduled downtime, which can last for up to 6 hours.
Notice will be provided to Customer’s designated point of contact by a method elected by archTIS (including telephone, email, or notification to the archTIS customer management portal).
Emergency Maintenance: unplanned maintenance outage based on an emergency, for no more than 4 hours once per month.
Excused Downtime: due to any fault of Customer or its users; any third-party vendor; or any event beyond the reasonable control of archTIS.
Conditions
To be entitled to a credit, Customer must request the credit within 60 days of the end of the applicable month in which it is entitled to the credit.
Customer’s sole and exclusive remedy, and archTIS’ sole liability, in the event archTIS fails to meet the availability above, is the above credit.
This Service Level Addendum is incorporated into the applicable subscription services agreement or equivalent with archTIS.
Standard Support Services are provided during normal business hours.
Support Hours: Monday through Friday from 9AM to 5PM ET and 9AM to 5PM AEST (excluding recognized public holidays, within the applicable regional time zone).
Support Ticket: Customer may request support by creating a support ticket in the Customer Portal: https://support.spirion.com/
Spirion Product Knowledge Base: https://support.spirion.com/
Bug Fixes and Updates. Customers are entitled to all technical support bug fixes, maintenance updates, and new releases, that archTIS provides to other customers under technical support for no additional fee (Support Updates).
Incident Management and Response Framework
Support requests are categorized based on severity and business impact. Service levels are measured during normal business hours.
Severity Definitions
Urgent (Severity 1) – Complete system outage or critical production issue affecting multiple users with no available workaround.
High (Severity 2) – Major functionality impaired, significant business impact, workaround available.
Normal (Severity 3) – Standard support request, minor issue, or request for general guidance.
Low (Severity 4) – No material business impact. Informational inquiries, cosmetic issues, or minor configuration questions.
Feature requests are logged and reviewed but are not subject to resolution time commitments.
Severity Chart
For all severity levels, the initial response time objective is four (4) business hours from the time the incident is logged.
| SLA Type | Urgent (Sev 1) | High (Sev-2) | Normal (Sev-3) | Low (Sev-4) |
|---|---|---|---|---|
| First Reply Time | 4h | 4h | 4h | 4h |
| Next Reply Time | 3h | 3h | 4h | 4h |
| Resolution Time | 18h | 18h | 20h | 20h |
| Requester Wait Time | 60h | 60h | 80h | 100h |
| Pausable Update Time | 72h | 72h | 72h | 72h |
| Periodic Update Time | 72h | 72h | 72h | 72h |
Critical Impact means a failure of the software to perform consistent with its technical documentation, resulting in the loss of service, or critical business functions with no possible bypass, recovery, or other workaround.
Major Impact means a failure of the software to perform consistent with its technical documentation, where production is significantly impacted or degraded.
Minor Impact means a failure of the software to perform consistent with its technical documentation that does not fall into the categories of Severity Level 1 or 2.
Notification of Updates:
Spirion Sensitive Data Platform (SaaS)
7 days’ email notice (to archTIS Operator) of upcoming significant changes to the SaaS service.
If there is a high-priority update, archTIS will make commercially reasonable efforts to provide the Customer’s appointed archTIS Operator with 24 hours’ notice via email.
Spirion Sensitive Data Manager (On Premises)
All software updates are located at the Customer Software Download site.
Note:
If a customer with a perpetual license to archTIS software does not renew its annual technical support plan, then such customer is not entitled to any Support Updates.
Any non-renewal of technical support will not affect the perpetual license, which will remain in effect, subject to the terms of the license agreement with archTIS.
All severity level classifications will be determined by archTIS, in good faith, acting reasonably.
Customer is responsible for notifying archTIS of any changes to its archTIS Operator contacts for email purposes.
archTIS may change the features and functions of its software, but it will not materially degrade such features and functions during a paid technical support term.
