The Janrain Software as a Service (“SaaS”) Support Policies apply to the technical support provided by Janrain as part of the Master Services Agreement.

1. Janrain Platform

a. Overview

Janrain's SaaS Support Procedures detail the support services, support resources, contact information, and best practices for contacting Customer Support to help facilitate effective responses and issue resolution with Janrain.

b. Support Available with Active License

Janrain's support services are available to you provided you have an active SaaS license.

c. Platform Updates

Janrain releases new software across all components of the platform as part of an active platform license. Janrain generally, but not always, makes updates available at no additional fee. Janrain platform updates may contain:

• Security fixes
• Critical patch updates
• General maintenance releases
• Selected functionality
• Documentation updates

Janrain provides platform updates when available and at its discretion. Janrain is under no obligation to develop any future functionality or enhancements. If an update for the Janrain platform is made available to you, it shall automatically replace the previous version of the Janrain platform.

You can review and subscribe to the RSS feed for updates to the Janrain platform at http://releases.janrain.com/release.

2. Customer Responsibilities

Your team will play a key role in assisting us to answer technical questions or provide a resolution to a problem that you have encountered with the Janrain platform. Our triage process begins with you. The information that you provide about your system and experience is often key to providing a timely resolution.

We have found that the following practices can help the Customer Support team to better understand your problem and more effectively respond to your concerns, as well as help you make the best use of your time:

• Submit issues electronically via our Support Portal at http://support.janrain.com.
• Include detailed steps to reproduce, URLs, screenshots, logs, error messages, affected App & Client IDs and any other details that will help Janrain to quickly diagnose and resolve issues
• Separate questions/issues into individual tickets – one problem per Support Ticket.
• Select the appropriate Severity based on your judgment of the business impact.
• Keep Janrain support informed of major upgrades/implementations of your system (where applicable).
• Provide timely feedback on recommendations, so that the Customer Support team can close out the Support Ticket when the problem has been resolved. If the problem reoccurs you may reopen the original Support Ticket by submitting it electronically.

a. Customer Dedicated Internal Help Desk

We expect you to maintain an internal help desk for your business and act as first-line support for the Janrain platform. We expect your first-line support to manage:

• A direct response to Customer's users with respect to inquiries concerning the performance, functionality or operation of the Janrain platform.
• A direct response to Customer's users with respect to problems or issues with the Janrain platform.
• A diagnosis of problems or issues with the Janrain platform.
• A resolution of known problems or issues with our platform with the help of technical knowledge base articles, repositories, and experience.

b. Support Administrators

Your Support Administrators are the sole liaisons between you and Janrain for technical support. Only named Support Administrators may file Support Requests for the Janrain platform product via Janrain's Support Portal.

Support Administrators are responsible for utilizing Janrain's Trust website - http://trust.janrain.com, which includes Systems Status, Incident reports, technical documentation, knowledge base solutions, and community forums before submitting a Support Request as the issue or problem may have already been reported. Status of service outages and product maintenance scheduling is updated on the Janrain Trust website.

Janrain expects that your Support Administrators have the following skills:

• Basic web application architecture
• Basic Javascript skills
• Basic HTML/CSS understanding
• Understanding of Internet and networks and ability to interpret network activity
• Experience with developer consoles like Firebug, Chrome developer tools, or IE developer toolbar
• Ability to inspect page elements, script, cookies

3. Response times

Janrain is committed to rapid response of all Support Requests. All Severities of Support Requests can be logged with Janrain on a 24x7x365 basis via the Janrain Support Portal at http://support.janrain.com. 

Janrain will use commercially reasonable efforts to promptly respond to each Support Request within the published Service Level. A resolution may consist of a fix, workaround or other solution Janrain deems reasonable.

Janrain will use reasonable efforts to meet the Service Level Objectives stated in the table below. Janrain will provide continuous efforts (24x7x365) to resolve Severity 1 Janrain platform availability issues until a workaround or resolution can be provided or until the incident can be downgraded to a lower severity.

Platinum Support Package Example

Severity 1 and Severity 2 issues require the customer to have dedicated resources available to work on the issue during our period of resolution.

a. Downgrade of Severity Level

If, during the Support Request process, the issue no longer warrants the severity level currently assigned based on its current impact on the production operation of the Janrain platform, then the severity level will be downgraded to the severity level that most appropriately reflects its current impact. You will be notified of the change in Severity Level.

b. Upgrade of Severity Levels

If, during the Support Request process, the issue warrants assigning a higher severity level than that currently assigned based on the impact on the production operation of the Janrain platform, then the severity level will be upgraded to the severity level that most appropriately reflects its current impact. In requesting any assignment of a higher severity level, you must provide Janrain with sufficient information that demonstrates the increased impact of the issue on the production operation of the service.

4. Submitting Request for Technical Support

Please first check the Janrain Trust site at http://trust.janrain.com to see if the outage has already been reported or if your issue is due to scheduled Janrain platform maintenance. If you do not see your issue reported, please report it via the Janrain Support Portal.

1. Go to https://support.janrain.com
2. Sign in to your account 
3. Click on the appropriate ticket type from the Janrain Support Portal home page
4. Enter a Summary and Description for the request

5. Complete all required fields and enter optional details as needed (see help text for an explanation of all available fields)

   Providing as much information as possible up front greatly improves our ability to resolve the issue in question and shortens our response times. Your assistance is greatly appreciated!

   Please do not under any circumstances add either Social Login API Key values or Registration API Client Secret values within this ticket or in any other communication which will go out via email updates. Janrain Support has this information available and will never ask for it.

   Note: In order to route the ticket to the appropriate team and insure the fastest responses, please indicate if this is a deployment or production issue. Production issues pertain to live sites that are currently taking public traffic. PLEASE NOTE - If you do not set a severity, it will DEFAULT TO LOW

6. Click "Create"

7. You should receive a confirmation email that your ticket was received