Sauce Labs recognizes that the importance of support varies based on how heavily the customer depends on their automation process. So we have established tiered support practices intended to meet those needs. We continually seek to make these programs better meet user expectations and will update this Policy document as we roll out enhancements.
Support Levels for Enterprise Customers
PREMIUM
24x7 support assistance
Initial Response Times: 1 hour, 4 hours, and 6 hours for severity 1, 2, and 3 issues, respectively
Private Slack Channel
Designated Queue of Technical Account Managers
Dedicated Customer Success Manager
Virtual Agent Support
24 hour system monitoring
Online Support Portal
Phone Support (Video Conference Support as needed)
PROFESSIONAL
Online support for all issues and questions, M - Fri 12:00am – 5:00pm Pacific Time
Initial Response Times: 2 Hours, 4 Hours, and 8 Hours for severity 1, 2, and 3 issues, respectively
Dedicated Customer Success Manager
Virtual Agent Support
24 hour system monitoring
Online Support Portal
Phone Support (Video Conference Support as needed)
ESSENTIAL
Online support for all issues and questions, M - Fri 12:00am – 5:00pm Pacific Time
Initial Response Times: 1 Business Day for severity 1 and 2, and 3 Business Days for severity 3 issues
Virtual Agent Support
24 hour system monitoring
Online Support Portal
Support Level for Non-Enterprise Customers
E-mail and online support for all issues and questions, M - Fri 12:00am – 5:00pm Pacific Time
Initial Response Times: 3 Business Days for all issues
24 hour system monitoring
FREE TRIAL USERS
Users with an active Free Trial account can get free customer support for the 28-day duration of the free trial. The Sauce Labs Customer Support team will assist free trial customers as bandwidth permits.
If your 28-day trial has expired, Sauce Labs will be unable to provide Customer Support. The Customer Support team also cannot extend your free trial. If you wish to extend your trial, you may either write to sales@saucelabs.com or sign up for one of Sauce Labs' credit card plans.
OPEN SAUCE USERS
We love Open Source. In fact, to show our love, we give free unlimited use Sauce Labs accounts for individuals or organizations working on bonafide Open Source projects. Customer Support for Open Sauce users is limited only to account-related issues.
POC USERS
Customers who conduct an official Proof of Concept (PoC) with us receive support at the Professional level for the duration of the PoC. Please contact sales@saucelabs.com if you want to talk about kicking off a PoC.
Scope of Support
Sauce Labs provides break-fix support for Sauce Labs' software as a service, which refers to automated, manual, and mobile tests run in the Sauce Labs cloud, including issues related to Sauce Connect. Sauce Labs Customer Support is not able to assist in writing tests or in debugging new tests that have not already been proven to work on a local Selenium or Appium server/grid.
Sauce Labs does not provide technical support for questions or issues pertaining to the following: Selenium, Selenium Builder, Selenium IDE, or plug-ins or related products written by third parties.
What to Expect: Troubleshooting Web Test Failures
If a customer requests assistance from Customer Support to troubleshoot a test that fails on Sauce Labs, they will be asked to demonstrate that the same test works using a local Selenium server / grid. It is expected that test development is done using a local Selenium server on one platform and that Sauce Labs is used for cross-browser testing.
What to Expect: Troubleshooting Mobile Test Failures
If a customer requests assistance from Customer Support to troubleshoot a test that fails on Sauce Labs, they will be asked to demonstrate that the same test works using a local Applium installation. Having a local Appium installation is an essential best practice for doing Mobile development.
What to Expect: Troubleshooting Sauce Connect
Many issues that appear to be Sauce Connect issues are actually related to the customer’s corporate network architecture and security rules. Sauce Labs does not have expertise in debugging customer’s network and will rely on partnership with the customer's networking team. If a customer requests assistance from Customer Support to troubleshoot a Sauce Connect issue, it is expected that the customer has already engaged their internal networking team, provided their team with the Sauce Connect documentation, and is able to bring the team into a troubleshooting call.
Sauce Labs assesses the severity based on impact to your business. Here is a definition list of our severity levels.
