SUPPORT POLICY

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.

CUSTOMERS

For customers, Sauce Labs offers three levels of support, corresponding to the type of account you have. Customers who conduct an official Proof of Concept (PoC) with us receive support at the Platinum level (sales@saucelabs.com if you want to talk about kicking off a PoC!) See below for more information about support levels.

FREE TRIAL USERS

Users with an active Free Trial account can get free customer support for the 14-day duration of the free trial. You must use an e-mail address that is tied to your company or organization and not a public email service like Gmail or Yahoo Mail. The Sauce Labs Customer Support team will assist free trial customers as bandwidth permits.

If your 14-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. For other questions and problems, support is available through our community forums.

Support Level

PLATINUM
  • 24x7 phone support for Severity 1 issues
  • E-mail and online support for all issues and questions, 6:00am – 5:00pm Pacific Time
  • Proactive e-mail notifications of service interruptions and subsequent updates
  • Initial Response Times: 1 hour, 4 business hours, and 6 business hours for severity 1, 2, and 3 issues, respectively
  • Tickets promoted to the top of the queue
  • 24 hour system monitoring
GOLD
  • E-mail and online support for all issues and questions, 6:00am – 5:00pm Pacific Time
  • Initial Response Times: 1 Business Hour, 8 Business Hours, and 1 Business Day for severity 1, 2, and 3 issues, respectively
  • 24 hour system monitoring
SILVER
  • E-mail and online support for all issues and questions, 6:00am – 5:00pm Pacific Time
  • Initial Response Times: 1 Business Day for all issues
  • 24 hour system monitoring

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. Because Sauce Labs cannot be an expert on the customer’s network, we must work in partnership with the customer’s IT team. If a customer requests assistance from Customer Support to troubleshoot a Sauce Connect problem, it is expected that the customer has already engaged their IT 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.