Announcing updates to our Terms of Service and Pricing

We are excited to announce updates to our Terms of Service (ToS). These updates to our ToS introduce new developer tiers for support and pricing.

Developer Level Terms of Service

Based on feedback we’ve received from our developer base requesting tiered options for the API, as well as a better pricing structure for those choosing to pay to opt-out of data share, we are introducing the following new Developer Level Terms of Service, which define levels of support and SLAs:

Silver Service Level includes:

  1. 99.5% API Uptime
  2. Tier 1 support

Gold Service Level includes:

  1. 99.5% API Uptime
  2. Tier 2 and 3 ticket priority handling with associated response and resolution times. (see descriptions below)
  3. Priority access to Context.IO beta testing of new developer features and services.
  4. Context.IO review of integration/utilization of Context.IO API.
  5. Upon notification of termination from either party, Context.IO will assist with a 120 day offboarding plan.

Platinum Service Level includes Gold Service Level features and:

  1. Dedicated Slack channel that is monitored by Context.IO support and engineering staff
  2. Quarterly roadmap meetings and prioritized feature requests that fit within Context.IO scope for short and long term goals.
  3. Quarterly technical meetings between Context.IO and the Developer engineering team.
  4. Enhanced product feedback and feature requests.
  5. Platinum Support VIP ticket priority handling with associated response times (see description below).
  6. Upon notification of termination from either party, Context.IO will assist with a 180 day offboarding plan.

Support tiers

As part of our Developer Level Terms of Service, we are introducing the following support tiers to better define the level of support you can expect from Context.IO.

Tier 1

  • Represents a complete loss of service or a significant feature that is completely unavailable. No workaround exist.
  • First Response — acknowledgement by a support engineer after the incident has been logged and a ticket generated.
  • Less than two business hours
  • Second Response — status update on temporary fix or workaround or notification of next steps (if available).
  • 3 business hours after first response
  • Final Response — a final follow-up with Developer on the resolution date.
  • 8 business hours

Tier 2

  • Intermittent issues and reduced quality of service affecting individual End Users. No workaround may be available.
  • First Response — acknowledgement by a support engineer after the incident has been logged and a ticket generated.
  • Less than two business hours
  • Second Response — status update on temporary fix or workaround or notification of next steps (if available).
  • 5 business hours after first response
  • Final Response — a final follow-up with Developer on the resolution date (i.e., permanent fix or workaround or other final communication, as applicable).
  • 15 business days

Tier 3

  • Includes product questions, feature requests and general issues. A solution is available.
  • First Response — acknowledgement by a support engineer after the incident has been logged and a ticket generated.
  • Less than two business hours
  • Second Response — status update on temporary fix or workaround or notification of next steps (if available).
  • 5 business days after first response
  • Final Response — a final follow-up with Developer on the resolution date (i.e., permanent fix or workaround or other final communication, as applicable).
  • 30 business days

Platinum Support VIP Tier

  • All Platinum level Developers receive Platinum Support VIP
  • First Response — acknowledgement by a support engineer after the incident has been logged and a ticket generated.
  • Less than two business hours
  • Second Response — status update on temporary fix or workaround or notification of next steps (if available).
  • 3 business days after first response
  • Final Response — a final follow-up with Developer on the resolution date (i.e., permanent fix or workaround or other final communication, as applicable).
  • 15 business days

We would like to thank all of our current developers, who have provided invaluable feedback about our service. We hope these new Terms of Service will serve you better, so you can continue to provide excellent experiences for your customers.

Pricing

Up until this point, opting out of data sharing was handled on a per-developer basis. In order to make it easier for developers to easily opt-out of our anonymous, aggregated data sharing, we are introducing a new pricing structure.

If you are already using the API for free as a data sharing developer, there are no changes you should be worried about. You can continue to use the free version of the API for free, for as long as you want! Remember your users can opt-out of data sharing at any time, at no cost to you. We only ask that you include a link to our opt-out page in your Privacy Policy.

If you would like to opt-out your entire user base from data sharing, you can take a look at our pricing structure here: context.io/pricing

If you have any questions about our new pricing tiers for data share opt-out, please feel free to reach out to us at support@context.io.

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