SDU eScience Services: Technical Support Services Guidelines

Version 1.1

Last modified: 30 May 2020

The following technical support services guidelines (“Guidelines”) apply to agreements where SDU eScience provides its services (as described at and related technical support to Customer (as amended from time to time, the “Agreement”). Capitalized terms used but not defined in these Guidelines have the meanings given to them in the Agreement.

Technical Support Services Guidelines

1. Support Request Submission

1.1 Customer Efforts to Fix Errors. Prior to making a request to SDU eScience, Customer will use reasonable efforts to fix any error, bug, malfunction or network connectivity defect without escalation to SDU eScience. Thereafter, a Customer Contact may submit a written request for technical support through the SDU eScience Support.

1.2 Characterization of Requests. Customer designates priority upon submission of Requests. Upon receiving a request, SDU eScience will determine whether the request is a “Service Unusable,” “Standard Request” or a “Feature Request.” Any such determination made by SDU eScience is final and binding on Customer. SDU eScience reserves the right to change Customer’s priority designation if SDU eScience believes that Customer’s designation is incorrect and will inform Customer of any such change in its response to the support Request. Customer may appeal any such reclassification to SDU eScience’s Support management for review through any available support channel.

1.3 Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer will provide all requested diagnostic information and assist SDU eScience Support Personnel as may be required to resolve a Request.

1.4 Request Acknowledgement. SDU eScience may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that SDU eScience may be unable to provide answers to, or resolve all, Requests.

1.5 Feature Requests. If SDU eScience deems a Request to be a Feature Request, SDU eScience will log such Request for consideration to add to a future update or release of the Services and will consider the matter closed. SDU eScience is under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release.

1.6 Building Applications. For clarity, SDU eScience will not have any obligation to write or build any software applications or write code to facilitate Applications.

1.7 Pre-General Availability Offerings. Although SDU eScience has no obligation to provide TSS for Alpha, Beta, Preview, or any similarly-designated or other pre-general availability versions, features, or functionality of the Services, we will consider Requests at these development stages on a case-by-case basis.

2. Accessing Support

2.1 Designated Support Contacts. Customer will provide first-level support to Customer End Users. SDU eScience will provide second-level support to Customer only. If Customer wishes to change its Designated Contacts, it will notify SDU eScience via the SDU eScience Support service desk at least 5 Business Days prior to the change. If on the date these updated Guidelines were first posted Customer has more Designated Contacts than are set forth under the applicable Support level under Section 4 below, the current Contacts will continue to be allowed until the expiration of the current license term for the applicable Services under the Agreement.

2.2 Support Hours and Target Initial Response Times. SDU eScience will process Requests during the Hours of Operation, unless otherwise indicated in these Guidelines. Any Requests received outside of the Hours of Operation will be logged and processed during the next Business Day. Target initial response times are based on the subscribed support level.

3. General Provisions

3.1 Maintenance. To ensure optimal performance of the Services, SDU eScience performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If SDU eScience expects planned Maintenance to negatively affect the availability or functionality of the Services, SDU eScience will use reasonable efforts to provide at least 7 days advance notice of the Maintenance. In addition, SDU eScience may perform emergency unscheduled Maintenance at any time. If SDU eScience expects such emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, SDU eScience will use reasonable efforts to provide advance notice of such Maintenance. Maintenance notices noted above will be provided via the SDU eScience Support and UCloud.

3.2 Language Support Generally. The parties agree that all support provided by SDU eScience pursuant to these Guidelines will be provided in the English or Danish language.

3.3 Support Data Processing Activities. SDU eScience collects and processes Support Data for the purpose of providing TSS under these Guidelines and maintaining the Services.

4. Support Levels

4.1 Basic. The Basic support level includes the following, and SDU eScience will provide it to all customers under the Agreement:

  • automatic Services upgrades and maintenance updates,

  • support for billing inquiries,

  • access to online documentation,

  • online best practices guides and community forums,

  • support requests accepted via the SDU eScience Support ticket system for questions about Services functionality,

  • as well as up to 1 Designated Contacts.

P1 Priority support Requests are responded to with a target initial response time of 7 hours and are responded to during Hours of Operation. P2, P3 & P4 Priority support Requests are responded to with an initial target response time of 14 hours and are responded to during the Hours of Operation.

4.2 Advanced. The Advanced support level includes all the items in the Basic level plus the following:

  • Business Day phone support,

  • consultation on application development,

  • specific guidance on how to architect with the Services for Customer’s proposed use case,

  • as well as up to 5 Designated Contacts.

P1 and P2 Priority support Requests are responded to with a target initial response time of 7 hour and are responded to during Hours of Operation. P3 & P4 Priority support Requests are responded to with an initial target response time of 14 hours and are responded to during the Hours of Operation.

4.3 High-Level User Support (additional fees apply). Customer will receive access to SDU eScience’s High-Level Support team to: (a) assist with Customer in developing specific Applications which make use of the Services, (b) provide best practice advice regarding implementation and use of the Services. Additional fees apply for this support level.

5. Definitions

5.1 Application. Application has the meaning given in the Agreement or, if not such meaning is given, has the meaning given to “Customer Application” in the Agreement.

5.2 Business Day. Business Day means any day during the Hours of Operation.

5.3 Designated Contacts. Designated Contacts means administrators or technical employees designated by Customer who are allowed to contact SDU eScience for technical support.

5.4 Feature Request. Feature Request means a Request by a Contact to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.

5.5 SDU eScience Support. SDU eScience Support means the support unit of the SDU eScience center.

5.6 SDU eScience Support Personnel. SDU eScience Support Personnel mean the SDU eScience representatives responsible for handling technical support requests.

5.7 Hours of Operation. Hours of Operation means 09:00 to 16:00 on Monday to Friday Denmark Copenhagen Time, except for Danish holidays.

5.8 Maintenance. Maintenance means maintenance work that is performed on hardware or software delivering the Services.

5.9 P1. P1 means Critical Impact – Service Unusable in Production.

5.10 P2. P2 means High Impact – Service Use Severely Impaired.

5.11 P3. P3 means Medium Impact – Service Use Partially Impaired.

5.12 P4. P4 means Low Impact – Service Fully Usable.

5.13 Priority. Priority means the level of impact a Request is having on Customer’s operations and is used to establish initial target response times.

5.14 Request. Request means a request from a designated Contact to SDU eScience Support Personnel for technical support to resolve a question or problem report regarding the Services.

5.15 Service Unusable. Service Unusable is any situation where Customer, adhering to published technical guidelines for and documented correct usage of the Services, is unable to access or use the Services for the majority of its Customer End Users for a period of time greater than fifteen (15) minutes.

5.16 Standard Request. Standard Request means a Request made by Customer to SDU eScience that is not a Service Unusable Request or Feature Request.

5.17 Support Data. Support Data means account details and the information that Customer provides to SDU eScience for the purpose of obtaining TSS under these Guidelines, including requests for support and the details provided to SDU eScience about the specific support issue.


This document is a derivative of “Google Cloud Platform Services: Technical Support Services Guidelines” by Google, used under CC BY 4.0. This document is licensed under CC BY 4.0 by the SDU eScience center.