1. Generally. Greenhouse provides Standard Support to all customers. Customers have the option to purchase additional Premium Support for an extra fee, which offers enhanced services, additional channels, and faster response times.
2. Standard Support. Customer will receive:
2.1 Online self-help resources to assist with Greenhouse implementation and usage.
2.2 Assistance with product usability and troubleshooting questions.
2.3 The ability to submit support requests through our designated channels.
3. Accessing Support.
3.1 Channels. Help Center and the ability to submit requests will always be accessible. Live chat will be available during our hours of operations.
Help Center. Customers can access the Greenhouse Help Center for self-service resources or to submit a request at https://support.greenhouse.io.
In-app support. Customers can access self service resources, start a live chat, or submit a request using the in-app support widget.
3.2 Characterizing Your Request (Priority Levels). When submitting a request, you'll be asked to assign a priority level (P1-P4) based on the issue's impact on your operations. Greenhouse will review your designation and may reclassify it if we believe it's incorrect. Greenhouse's final determination of priority is binding.
P1 (Critical). Complete loss of service or system-wide outage.
P2 (High). Major site functionality issues significantly impacting multiple users or core operations.
P3 (Medium). Non-critical bug in functionality or minor issues affecting a limited number of users.
P4 (Low). No loss of service or technical impact; general questions or minor enhancements.
3.3 Request Submission Procedures. To help us resolve your request efficiently, please provide all relevant troubleshooting information when submitting it. Our agents may also require your assistance during the resolution process. After a request is resolved, you may receive an optional survey to provide feedback on your support experience.
3.4 Support Hours and Target Initial Response Times. Greenhouse processes support requests during our Hours of Operation and aims to meet the target initial response times outlined in these guidelines for each support level.
Hours of Operation. Sunday 18:00 (6:00 PM) Pacific Time (PT) to Friday 18:00 (6:00 PM) PT.
Holidays. Support is generally unavailable during holidays observed in local time zones for each region (documented in the Help Center) and during company-wide all-hands meetings.
3.5 Language Support. All technical support provided by Greenhouse under these guidelines will be in English.
4. Standard Support.
4.1 Target Initial Response Times for Standard Support.
| Priority | Target Initial Response Time (During Hours of Operation) |
|---|---|
| P1 | 4 hours |
| P2 | 8 hours |
| P3 | 24 hours |
| P4 | 24 hours |
5. Premium Support.
5.1 Escalations. Premium Support includes access to video support for escalations, as determined by Greenhouse.
5.2 Target Initial Response Times for Premium Support.
| Priority | Target Initial Response Time |
|---|---|
| P1 | 30 minutes 24x7 |
| P2 | 2 hour* |
| P3 | 4 hours* |
| P4 | 8 hours* |
*during the Hours of Operation