Dear Customer, once again we would like to thank for you for choosing Zyte as your preferred partner for data intelligence. We are committed to providing you the data you need reliably, consistently and most of all, of quality that helps you provide meaningful insights and help you make better decisions about your business.


Below is a brief introduction to the Data Operations team so that you have clarity on things like what to expect, who to request assistance from our support team and more.


TABLE OF CONTENTS

  1. Responsibilities of the team
  2. Alignment of service expectations
  3. Your new point of contacts
  4. Maintenance terms of service

1. Responsibilities of the team

The team is committed to provide you:

  • Customer and technical support, 24 hours a day, 5 days a week
  • A fast response abiding to our service level agreements
  • Proactively detecting problems and providing you with a resolution
  • Flexibility with different service level agreements based on your requirements
  • Custom monitoring of your project's performance on various aspects such as quality of data, timely delivery, etc.
  • Up to date access to our ticketing system for you to monitor all your support requests in one place
  • Clear expectations about the resolution of the ticket
  • Insights about the value of the service provided with performance reports based on our agreement
  • Empathy, with a full time allocation of resources when a critical component fails

2. Alignment of service expectations

We strive to do our best to deliver your data on time, but please do consider there are some things which are out of our control which can some times delay the resolution. Below are some of the reasons why a quick resolution may not be possible.

  • The fix requires modifications to Zyte's products
  • The layout of the target website is totally changed
  • The target website has added or enhanced data protection features
  • The problem is difficult to reproduce
  • Multiple issue raised in parallel
  • A delay of response on your part for information we need from you

3. Your new point of contacts

From here on, your project will be looked after by this team and they will be responsible to ensure that your project continues to work as per your expectations. It is not required for you to keep in touch with your previous project manager or the sales representative, although they will always be happy to help you. Below is the new team structure.


Below is the workflow of how these teams internally work together process the service requests you raise via our support system.



In order to learn how to create a new support ticket, please refer to the signing in section of our setting up your account article.

4. Maintenance terms of service

  1. The MSA, this Statement and all attached appendices, exhibits, addendum, and amendments shall govern all use of the Zyte maintenance services by the Client.
  2. Maintenance under this Statement shall include (1) maintenance of custom web spiders built for Client by Zyte , and/or (2) maintenance of web spiders built by Client on Scrapy. The spiders covered under this Statement include all of Client's spiders built on Scrapy as of the Effective Date. OR The spiders covered under this Statement include all spiders listed in Appendix A, attached hereto and incorporated by this reference.
  3. All Zyte built spiders covered under this Statement shall be approved by Client at the time of initial delivery of the spider to Client, and Zyte shall only be liable for fixes to bring the spider back to the level of the initial delivery. 1.4. All Client built spiders covered under this Statement shall require a maintenance set-up fee, and Zyte shall only be liable for fixes to bring the spider back to the level of the initial spider sent to Zyte by Client.
  4. All Client built spiders covered under this Statement shall require a maintenance set-up fee, and Zyte shall only be liable for fixes to bring the spider back to the level of the initial spider sent to Zyte by Client.
  5. Maintenance includes:
    1. Monitoring: Zyte shall utilize its Spidermon software to monitor (1) when no items are returned for a given spider and (2) any errors within each spider's log, including spider errors and generic errors. Additional monitors may be included in the project as determined by Zyte or as agreed in writing with Client.
    2. Virtual Help Desk: Client may also raise issues with a spider to Zyte’s Help Desk, a detailed explanation of how to raise issues will be provided when the maintenance plan is initiated.
    3. Service Levels: Response Times, Resolution Times, Escalation Process and Support Hours in accordance with the Service Legal Agreement (SLA) in Section 3. Fixes: Fixes may take the form of a repair, bypass, or other reasonable  solution as assessed by Zyte.
    4. Reporting: Client shall receive a standard monthly Service Level Report highlighting performance against SLA and other key metrics.
  6. Maintenance excludes:
    1. Maintenance on a spider is only offered when the spider is running properly on the Effective Date (as determined by Zyte), and Client may not purchase maintenance after an issue has occurred.
    2. Maintenance only includes fixes of existing spiders, if Client requires additional spiders or a change to an existing spider, it will need to enter into a separate Statement of Work with Zyte.
    3. Any issues that are determined to be caused by Client's software or other equipment shall not be covered by this Statement. If Zyte performs any maintenance activities under this Statement where it is later determined to be caused by Client's software or other equipment, Zyte may charge Client at the hourly rate for the Zyte staff member's time spent on the fix.
    4. Any issues that are determined to be caused by website changes that make it technically infeasible or illegal to scrape the data, or website down time or outages out of Zyte’s control shall not be covered by this Statement.
  7. Issue Logging
    1. Monitoring: When Zyte receives an issue notification from Spidermon, it will review and log the issue within its Help Desk system. Client shall receive a notification from the Help Desk system once the ticket is created by Zyte, this shall constitute Zyte's "First Response".
    2. Virtual Help Desk: In the event that Client raises an issue with a spider, Client may submit a ticket to Zyte’s Virtual Help Desk and complete the issue form. In order for a ticket to be processed by Zyte, Client must complete all the mandatory information within the form.
    3. When a Virtual Help Desk ticket is submitted, Zyte will review the issue and provide a "First Response". This will consist of acknowledging receipt of the ticket, confirming mandatory information has been provided and providing the next communication date. If more information is needed, Client will be requested to provide it.
    4. All issues logged will be given a unique incident log number, which will be passed to the Client and will be used throughout the maintenance process.
  8. Issue response and resolution time
    1. The response and resolution times for each issue are outlined in the Service Level Agreement (SLA) table  below. Response times vary depending on whether the Client has designated a spider as "Premium" or  Standard" in Appendix A to this Statement. All response and resolution times indicated within the table shall commence at the time the first ticket for a given issue is logged in the Help Desk system, either by Zyte or the Client. A business day means any day other than a Saturday, Sunday or public holiday.

    2. PriorityFirst ResponseResolution timeClient availability 
      PremiumWithin 2 hours of a business day2 business daysClient is readily available to respond to the Help Desk tickets
      StandardWithin 1 business day1 weekClient is readily available to respond to the Help Desk tickets

    3. The time to complete the First Response is from the time the initial issue ticket is logged to the First Response to Client, within the Support Hours.
    4. Resolution time is defined as the time it takes to deploy the fix into production, but does not include the time to run the spider. Zyte will not be required to adhere to the resolution time if:
      1. Client fails to respond within Client Availability times above
      2. The fix requires modifications to Zyte products, including but not limited to, Crawlera, AutoExtract or ScrapyCloud, rather than the spider itself.
      3. The fix is due to a full target website structure change that requires a new spider to be created to keep delivering data.
      4. The fix is required due to changes in the website data protection, including but not limited to, anti-bot protection, new versions of the existing anti-bot or anti-bot against a particular endpoint (e.g. phone, email, etc).
      5. Changes to the target website that are difficult for Zyte to reproduce (for example if the target website changed very quickly or if the issues cannot be replicated).
    5. Support Hours: Zyte's support hours are 24 hours during a business day.
    6. Escalation Process: If the issue is not fixed within the Resolution Time indicated above, Client may escalate the issue on the following timeline: