Device Management Service Support Program
v1 [29 Mar 2018]

Mbed Cloud Service Support Policy

This Mbed Cloud Service Support Policy applies to your use of the Services.

All definitions contained in the Agreement shall have the same meanings and apply to this Mbed Cloud Service Support Policy. This Mbed Cloud Service Support Policy may be updated from time to time.

1. Updates to the Services

Updates may address security fixes, critical patches, general maintenance and new functionality, and documentation this shall be made available at Arm’s discretion. Arm is under no obligation to develop any future functionality or enhancements. If an update is made available to Customer pursuant to this Mbed Cloud Service Support Policy, it shall automatically replace the previous version of the applicable Service. Where practical, Arm will provide Customer with notice.

2. First line support & authorized technical contacts

Customer is required to establish and maintain processes as necessary to manage first line support for Customer End Users of the Services. If after reasonable efforts Customer is unable to diagnose or resolve the error(s), Customer’s authorized technical contact(s) may contact Arm for technical support via the different channels set out at e.g. telephone, email, ticketing system (the “Support Request”). When creating a Support Request, Customer shall select a severity level (defined below), which Arm may change on reviewing such Support Request.

Customer’s authorized technical contacts must be knowledgeable about the Services and Customer’s technical environment in order to work with Arm to analyze and resolve a Support Request. They are responsible for engaging Arm’s technical support and monitoring the resolution of all Support Requests and escalated support issues.

3. Response time to Support Requests

Arm is committed to rapid response of all Support Requests. All Support Requests can be logged with Arm on a 24- hours per day, 7 days per week, 365 days per year (24x7x365) basis and they can be tracked online on the system that Arm makes available to the customer (via by the authorized technical contact who opened the Support Request.

Severity level response time does not vary depending on which channel Customer used to log the Support Request.

Arm will use reasonable efforts to respond to a Support Request within the target response time stated in the table below.

Support target response time according to the severity level of the Support Request:

Severity levelSeverity definitionTarget response time
CriticalThe situation halts your business operations and no procedural workaround exists1 hour
MajorMajor functionality is impacted or significant performance degradation is experienced. The situation is causing a high impact to portions of your business operations and no reasonable workaround exists.4 hours
MinorMeans there is a partial, non-critical loss of use of the Services with a medium-to-low impact on your business, but your business continues to function. Short-term workaround is available, but not scalable8 hours
CosmeticMeans and inquiry regarding a routine technical issue; information requested on Service capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available.24 hours

Arm will provide continuous efforts (24x7x365) to resolve Critical availability issues until a workaround or resolution can be provided or until the incident can be downgraded to a lower severity level, provided the authorized technical contacts are available 24x7x365 to assist Arm.

4. Upgrade/Downgrade of Severity Level

If, during the Support Request process, the issue either warrants assignment of a higher severity level than currently assigned or no longer warrants the severity level currently assigned based on its current impact, then the severity level will be upgraded or downgraded by Arm accordingly to the severity level that most appropriately reflects its current impac