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Support Plans

HERE Support Services are available to customers on Free, Gold, and Platinum levels, as defined below.

Feature Description Free Gold Platinum

For business

For business

Documentation & community support

Access to online documentation, tutorials, knowledge base and communities.

System health1 status

Access to system status page 24 x 7.


Proactive notifications


Proactive notifications

Customer support portal

Access to HERE online support portal / ticketing system to create and manage tickets.

Technical support for multiple users

Access to support channels for multiple named contacts as designated by customer.


5 users


Unlimited users

Response times

HERE technical support team will respond to customer’s request within the corresponded targets.


16 hours


8 hours

Technical support hours / coverage

Standard business-hour support, Monday – Friday,
8:00 am – 5:00 pm customer local time.

24 x 5 support for Platinum customers.


24 x 5 support

Technical support in local language

Select local languages across all regions.

Authorized technical contact

Access to an authorized technical contact who is familiar with customer organization and provides escalation management and customer advocacy.

Quarterly reviews

Support services review online meeting and / or as part of QBRs.

Incident response and resolution commitments 1, 2

Acknowledgement 3 and resolution 4 of incident reports within the following targets, depending on priority 5:

 

Priority 1 - Critical

  • Response: < 15 minutes
  • Resolution: < 120 minutes

Priority 2 - High

  • Response: < 15 minutes
  • Resolution: < 240 minutes

Priority 3 - Medium

  • Response: < 120 minutes
  • Resolution: < 5 business days


Targets for resolution are measured as median time to repair over a month. Support is available in English, 24 x 7 x 365.

Monthly SLA1 reports

A monthly report for the services covered under the SLA.


Custom

Escalation support1

Access to phone and email escalation support when response times have been exceeded.


By phone and email

Root cause analysis1

Written Root Cause Analysis report for any Priority 1 or 2 incidents upon request.

Add-on services

Onboarding Supportcontact HERE Sales team for more information


3 days included per term

User Testingcontact HERE Sales team for more information


5 days included per term

Orientation & Advisorycontact HERE Sales team for more information


5 days included per term

  1. Applies to HERE Platform only. In the context of information on this page, HERE Platform includes HERE Location Suite (HLS), HERE Open Location Platform (OLP) and HERE SDKs. Monthly SLA Reports based on HLS SLAs and OLP SLAs.
  2. Incident refers to any unplanned interruption or event, excluding maintenance, which is not part of the standard operation of the HERE Platform and which causes or may cause an interruption to or reduction in the quality of the HERE Platform so that it performs below the standards and performance set forth in the SLA. Customer shall inform and report any incidents to HERE by filing a ticket through HERE Customer Support Portal.
  3. Incident response time as used above is the difference in time between when the Customer notifies HERE and the time HERE responds with an incident number.
  4. Incident resolution time as used above is considered the elapsed time from the creation for the incident ticket to incident resolution.
  5. Incident priorities will be assigned by HERE based on the criteria below:
    a) Priority 1 incident is characterized as a wide interruption of availability that makes a core functionality wholly inaccessible, or an interruption causing a severe impact on the standard operation and the urgency of resolution is time critical.
    b) Priority 2 incident is characterized as a widespread interruption causing a core functionality to become degraded or interrupted, or causing a moderate impact on the standard operation.
    c) Priority 3 incident is characterized as a low impact degradation or reduction of non-core functionality of one or more service(s) where the urgency is low. Priority 3 Incidents do not materially Impact the Availability of the HERE Platform.