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Support Plans

Benefits

  • Transparent, 24x7 Access to System Status

    All customers have access to up to the minute status updates on Sift Science’s availability and performance 24 hours a day.

  • Support Plans for Every Business

    Whether you need 24x7 coverage with phone support or email support during business hours, we’ve got a plan for your business.

  • Guaranteed Response Time

    Need a guarantee? We offer guaranteed response times based on support plan and issue severity.

  • Change Plans Anytime

    No contracts needed. Enjoy simple monthly billing and change your plan whenever you’d like.

Features

standardpremiumenterprise
Price per MonthFreeGreater of 15% of monthly usage or $500Greater of 20% of monthly usage or $2500
Live system status updates
Email support during business hours
Guaranteed response time 1
Call-back phone support 2
24x7 emergency escalation
Dedicated support engineer
standard
Price per MonthFree
Live system status updates
Email support during business hours
Guaranteed response time 1
Call-back phone support 2
24x7 emergency escalation
Dedicated support engineer
premium
Price per MonthGreater of 15% of monthly usage or $500
Live system status updates
Email support during business hours
Guaranteed response time 1
Call-back phone support 2
24x7 emergency escalation
Dedicated support engineer
enterprise
Price per MonthGreater of 20% of monthly usage or $2500
Live system status updates
Email support during business hours
Guaranteed response time 1
Call-back phone support 2
24x7 emergency escalation
Dedicated support engineer✓#10003;

1 For Premium and Enterprise services, learn about our guaranteed response times(below)

2 All Enterprise service requests will get a call-back within our guaranteed response times

Guaranteed Response Times

premiumenterprise

Critical

Sift Science is not working, or a significant business-critical function of Sift Science is not properly working. No workaround exists.

1 business hour1 hour (on all days)

High

Functionality is impaired or degraded, but a workaround exists or the impact is not business-critical

4 business hours2 business hours

Medium

Low impact to users and a workaround exists, or the issue is not business-critical

8 business hours4 business hours

Low

Product feedback and feature requests

24 business hours8 business hours

Critical

Sift Science is not working, or a significant business-critical function of Sift Science is not properly working. No workaround exists.

premium
enterprise

1 business hour

1 hour (on all days)

High

Functionality is impaired or degraded, but a workaround exists or the impact is not business-critical.

premium
enterprise

4 business hours

2 business hours

Medium

Low impact to users and a workaround exists, or the issue is not business-critical

premium
enterprise

8 business hours

4 business hours

Low

Product feedback and feature requests.

premium
enterprise

24 business hours

8 business hours

Business hours are 8 AM – 5 PM Pacific Standard Time (Monday to Friday)

FAQs


  • How do you submit a support request?

    Submit your support request via support@siftscience.com, live chat or support form, and we'll take care of the rest.

  • Is there a free trial of Premium or Enterprise support?

    No, Standard support is included for free with all Sift Science accounts. You can also ask questions or read help documentation on our support center.

  • What is Sift Science’s service credit policy?

    Critical-priority issues will result in a 10% credit to your monthly support bill. High-priority issues will result in a 6% credit to your monthly support bill. Medium-priority issues will result in a 3% credit to your monthly support bill. There will be no credits for low-priority issues.

    The aggregate maximum amount of service credits issued for a single billing month may not exceed 50% of the amount due by the customer for support for the applicable month. Service credits may not be exchanged for, or converted to monetary compensation.

  • What does the support SLA guarantee?

    The table (above) only guarantees first response time. Occasionally, the problem resolution requires additional love and care. We strive to keep you updated as we work to resolve your issue.

  • What if Sift Science is not able to honor the guaranteed response times?

    Sift Science is committed to providing a response within the promised time frame. In the unfortunate situation that we do not honor our commitment, we promise to make up for this as per our service credit policy.

  • How does Sift Science bill this service?

    The support service is billed on a prorated basis based on one month increments. For example, if you sign up for service on October 16 and cancel your service on December 1, your support plan will cover you from October 16 to December 15.