Support policy

In layman terms? We love our customers and we'll do anything in our power to solve their problems and put a smile on their face.

Overview

This Sunlight Support Policy ("Support Policy") accompanies the Sunlight Subscription Terms of Service, available at https://www.sunlight.is/legal/terms or a successor URL (the "Agreement") entered into between you ("Customer") and Sunlight. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.

Sunlight offers support services for the Service ("Support ") in accordance with the following terms:

Support Hours. 

Support is provided 24 hours per day, 7 days per week.

Incident Submission and Customer Cooperation. 

Customer may report errors or abnormal behavior of the Service (" Incidents") by contacting Sunlight in the Service via the Sunlight Messenger or email at support@sunlight.is. Customer will provide information and cooperation to Sunlight as reasonably required for Sunlight to provide Support. This includes, without limitation, providing the following information to Sunlight regarding the Incident:

  • Aspects of the Service that are unavailable or not functioning correctly
  • Incident's impact on users
  • Start time of Incident
  • List of steps to reproduce Incident
  • Relevant log files or data
  • Wording of any error message

Incident Response. 

Sunlight’s Support personnel will assign a priority level ("Priority Level") to each Incident and seek to provide responses in accordance with the table below.

Priority Level

Description

Targeted response time

Priority 1
Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available.
2 hours
Priority 2
Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users.
1 day
Priority 3
Non-critical issue; no significant impact on performance of the Service but user experience may be affected.
3 days