External Service Level Agreement

The Service Level Agreement (SLA) applies when the Lytx® Surfsight™ team ("Surfsight") distributes its Surfsight™ technology solutions through a reseller (sometimes also called a "reseller partner") to support its respective customer(s). We recognize the need for an elevated support structure for customers. The documentation below outlines the expectations and responsibilities of a Reseller partner Support Team for Level 1 and 2 Support before escalating issues to Surfsight™ Customer Support Level 3.

Legal disclaimer

In performing their respective services hereunder, Surfsight™ and Reseller shall operate as and have the status of independent contractors and shall not act as or be an agent, partner, or employee of the other. Neither party shall have any right or authority or assume or create any obligations or make any representations or warranties on behalf of the other party, whether expressed or implied, or to bind the other party in any respect whatsoever.

Customer engagement channels

Surfsight™ offers a knowledge platform to all partners and end-users seeking answers about our products. Customers can receive support via:

  • Knowledge base: customers (both partners and end-users) can find answers to their questions, queries about products, installations, and how-to-videos.

  • Ticket submission via Business Center: tickets help track progress as a problem flows from submission to resolution. This method also provides a history of all submitted tickets for record-keeping purposes. You must log in to access this portal; reach out to your assigned Partner Success Manager for login credentials.

Incident and severity categorization

Response and severity target for SLAs

Hours of operation

Surfsight™ Level 3 Support is available:

  • For US customers: Monday through Friday, 6am to 6pm PST. Support available in English and Spanish.

  • European customers can access support during these same hours. This means that European customers can only access Level 3 Support starting in the afternoon, in their respective time zone.

Surfsight™ Level 3 Support (for critical issues only) is available 24/7. Contact your PSM for Pager Duty phone and email information.

Initial acknowledgement - Level 3 Support

Partner support responsibilities


Level 1 and 2 support topics are primarily the responsibility of reseller partners, while level 3 support topics are primarily the responsibility of Surfsight™.

For more information about each respective level (and what counts as level 1, 2, or 3), see Incident and severity categorization.

The customer issues for each support level are listed below:

Submitting a ticket

Reseller partners can submit a ticket by completing the following steps:

  1. In the Surfsight™ Support website, navigate to the Partner Ticketing page.

  2. In the Contact Customer Support section (on the right-hand side of your page), select the relevant topic from the dropdown menu.

  3. Fill in the remaining fields.

  4. Click Submit to finalize.

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