Highlighter Support where people and AI meet

Without adding complexity, Silverpond ensures your Highlighter experience is backed by trusted, human support. A dedicated service line connects users directly with AI experts who understand your domain, workflows, and goals. Whether it’s fine tuning models, troubleshooting integrations, or enhancing operational insights, our support team meets you where you are, guiding you from challenge to clarity, in real time.

Customer Service Level Agreements (SLAs)

Negotiable

Silverpond will establish a formal SLA with our Customer tailored to reasonable operational requirements.

Key Metrics

These typically include:

System Uptime/Availability - 99.9% uptime for the core Highlighter platform when hosted by Silverpond; alternatively, clearly defined for on-premise components under Silverpond’s control.
Technical Support Response Times as per severity levels.
Target Resolution Times best effort, with clear communication on progress.

Reporting

Regular SLA performance reporting.

Service Credits/Remedies

SLAs may include provisions for service credits or other remedies in the event of sustained SLA breaches related to uptime or critical support response.

Technical Support & Issue Resolution

Help Desk Access

Channels

Dedicated support portal (FreshDesk)
Email support (FreshDesk), and
Phone support during business hours.

Availability

Support during business hours (AEST) excluding VIC public holidays Australia.
Option for extended hours or 24/7 support for critical issues offered in premium SLAs.

Escalation Procedures

Clear escalation protocols within Silverpond to ensure timely resolution of complex issues, involving senior engineers and product specialists as needed.

Remote Diagnostics

Secure remote access with Customer approval and oversight to accelerate troubleshooting and issue resolution.

Severity Levels & Response Times

Severity 1 (Critical)

System down or major malfunction significantly impacting critical operations. Target initial response within 1-2 business hours.

Severity 2 (High)

System operational but significant features are unavailable or severely degraded. Target initial response within 2-4 business hours.

Severity 3 (Medium)

Minor feature impairment or non-critical issue with a workaround available. Target initial response within 4-8 business hours.

Severity 4 (Low)

General usage question, documentation clarification, or minor cosmetic issue. Target initial response within 1 business day.

Software Maintenance & Updates for Custom Deployments

Scheduled Maintenance Releases

Patches/Bug Fixes: Regular releases to address identified software defects and potential security vulnerabilities.
Minor Updates: Regular releases that include incremental improvements, performance enhancements, and new features.
Major Upgrades: Less frequent releases delivering significant new functionality and architectural improvements.

Notifications

Proactive communication regarding upcoming maintenance releases, including details of changes, potential impact, and recommended deployment procedures.

Deployment Support

Assistance with the planning and deployment of updates and upgrades as best practice. For critical updates, direct remote support may be provided.

Version Support Policy

Silverpond will support a version of Highlighter software for a period of 2 years on the proviso the Customer undertakes an upgrade to the latest version provided by Silverpond.

Proactive Support & Account Management

Dedicated Account Manager

A primary point of contact at Silverpond responsible for understanding Customer needs and to coordinate the support.

Regular Service Reviews

Scheduled meetings (e.g., quarterly) for Customer feedback, system performance review and sharing of the product roadmap.

Health Checks

Proactive system health checks to identify and address potential issues before they impact operations.

Best Practice Guidance

Sharing best practices for using Highlighter, optimising AI model performance, and managing workflows.

Documentation & Knowledge Resources

Comprehensive Documentation

Online user manual, API documentation, and release notes.

Online Knowledge Base

Searchable repository of FAQs, troubleshooting articles, and how-to guides.

Training Materials

Use of initial training materials, with options for refresher or advanced training sessions provided as a separate service.

Operational Playbooks

Tailored custom playbooks providing step-by-step operational guidance.

Security Incident Response Support

In accordance with incident response protocols, Silverpond will coordinate with the Customer’s security team providing timely updates and support where a security incident affects Highlighter components managed by Silverpond.

Silverpond Expectations For The Customer

provides necessary access and information for troubleshooting.
if on-premise, maintains its own infrastructure to agreed standards.
nominated users are adequately qualified and trained.
supports personnel with appropriate Highlighter training.

Clarity for operations on call

Ensure clarity in every step. Highlighter Enterprise Support Services keep your AI-powered workflows running smoothly. From rapid troubleshooting to expert guidance and model enhancement, our team is here to help you deploy, adapt, and scale with confidence.

Need assistance or guidance? Speak with a Highlighter expert + 61 3 9008 5922.