Again, we would like to thank you for choosing Nimble. Our commitment is to provide you with high-quality, reliable, and consistent data and service so you can gain useful insights and improve your business decisions.
In this section, we briefly introduce the Operations team so you can get a sense of what to expect, who to contact for support, and more.
1. The team’s responsibilities
As part of our commitment to you, we offer the following:
Our customer and technical support team is available six days a week.
We respond to your support requests quickly while adhering to our service-level agreements.
Proactively identifying issues and offering you a solution.
Data quality, on-time delivery, and other metrics can be tracked customarily for your task.
Clear expectations about the resolution.
Flexibility with different service level agreements based on your requirements.
Performance reports that provide insights into the service’s value based on our service agreement
When a critical component fails, have full-time team resources allocated to it.
2. Alignment of service expectations
We’ll make sure your data gets to you on time. In some cases, however, we may not be able to resolve your requests in a timely manner due to circumstances beyond our control.
3. System uptime guarantee
99.9% system uptime.
4. Issue monitoring and notifications
As soon as we identify an issue with Nimble’s services, we will send an alert on our shared Slack channel/email.
In the event of a resolution of an issue, Nimble will notify you once the issue is resolved.
5. Issue response and resolution times
|Issue priority||Description||First response time||Availability and communication|
– Some features are unavailable, but the service is up.
– Performance is sub-optimal (85-99% success rate and/or response time>2s)
|Up to 1 business day||6 days a week, 8:00-0:00 Israel Time|
– Major features are unavailable.
– Performance is bad (<80% success rate and/or response time>2s)
|Up to 2 hours||7 days a week, 8:00-0:00 Israel Time|
|– Service unavailable.||Within 30 minutes||24/7 availability on Slack calling|
A full refund or credit will be issued in proportion to the downtime.