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Sigma Computing

Reseller Support Policy

This Reseller Support Policy describes the provision of Support to End Users by Sigma and Reseller in support of the Service.

Reseller Front-Line Support Responsibilities
‍Reseller will be responsible for Front-Line Support as follows:

  • Customer Communication:
    • Receiving and logging inbound requests from End Users
    • Verifying that the End User has a current subscription with Sigma
    • Determining initial problem or issue and categorizing severity
    • Setting and managing End User expectations
    • Maintaining direct End User contact for Service issues and general feedback
    • Working with End User to decide when to close tickets
    • Communicate resolution steps back to End Users
    • Escalate tickets to Sigma per escalation matrix
  • Incidents to be solved as part of Front-Line Support:
    • Usage questions (how-to, navigation, basic functionality)
    • Billing subscription management (invoicing, renewals, account changes)
    • Basic technical troubleshooting for common and documented error messages
    • Guiding End Users through product documentation or self-service resources
    • Configuration errors not requiring engineering
  • Feedback and Reporting:
    • Collect and pass structured End User feedback (recurring issues, feature requests) to Sigma

Sigma Support Responsibilities
‍All other Support requests will be forwarded to Sigma by Reseller, and Reseller will not handle such requests except as directed by Sigma.

Additional Terms
‍For errors that do not fall within The Reseller Front-Line Support Responsibilities defined above, Reseller must escalate to Sigma’s technical support in the below timelines:

  • Severity Level 0 (Extremely Critical Error): Escalate to Sigma within 1 hour of detection.
  • Severity Level 1 (Critical Error): Escalate within 2 hours if unresolved.
  • Severity Level 2 (Non-Critical Error): Escalate within 24 hours if unresolved.
  • Severity Level 3 (Feature request / aesthetic issue): Escalate as appropriate.

Last updated: September 10, 2025. To see what has changed, click here.