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Root Software as a Service (SaaS) & API Support

This document outlines the support policy provided by Root to ensure clear expectations and optimal service delivery.

Support Overview

Root is committed to delivering timely, reliable, and expert support for all paying customers utilizing our Automated Vulnerability Remediation (AVR) SaaS service and APIs. This policy defines the terms, coverage, and response expectations. It does not apply to patch availability or generation, which is defined outside of this policy.

Scope of Support

As part of Root SaaS & API offering (the “Offering”) Root makes available technical support services, which include troubleshooting, advice and guidance related to any failure of the Offering to operate as documented (an “Issue”) reported by Customer, including support for Issues related to:

  • AVR platform usage and configuration
  • Patch deployments and image builds
  • Troubleshooting of issues directly related to Root products

As part of the Offering, Customer also  has access to published guidance and best practices for use and product optimization.

Root SaaS  & API support does not cover Issues caused by or related to:

  • Third-party software outside Root’s control
  • Custom scripts or modifications not reviewed by Root
  • System hardware or network infrastructure issues unrelated to Root products

Availability

Root support is available during standard business hours: Monday through Friday, 8 AM to 6 PM (Eastern Time), excluding major US holidays.

Emergency support outside business hours can be provided upon prior arrangement and may be subject to additional charges as outlined in individual customer agreements.

Root SaaS & API Service Level Agreement (SLA)

Root provides targeted response time SLAs for support requests as follows:

Severity LevelDescriptionInitial Response Time
CriticalSystem outage or critical impactWithin 8 hours
HighMajor impact, platform degradedWithin 1 business day
MediumMinor impact, specific issuesWithin 1 business day
LowGeneral inquiries and requestsWithin 2 busienss days

SaaS and API Uptime

Root will use commercially reasonable efforts to maintain a 99% uptime target for its SaaS platform and API. This uptime commitment excludes scheduled maintenance windows, emergency maintenance, and circumstances beyond Root’s reasonable control, including but not limited to third-party service outages and force majeure events.

Communication Channels

Customers may access support via:

  • Email: support@root.io
  • Dedicated Customer Success Slack Channel
  • Scheduled video conferences for complex troubleshooting (by arrangement)

Customer Responsibilities

Customers are expected to:

  • Provide detailed and accurate information regarding issues
  • Cooperate with Root personnel in issue diagnosis and resolution
  • Ensure timely responses to Root requests for information and verification

Policy Review and Changes

Root reserves the right to periodically update this policy. Customers will be notified in advance of any significant changes to service levels or coverage.

For any questions regarding this support policy, please contact your Root account representative.

Last Revision: April 11, 2025