Spotify for Backstage
CUSTOMER SUPPORT GUIDELINES
LAST UPDATED: June 24, 2025
These Customer Support Guidelines ("Guidelines") outline the expectations for support services, including support channels, severity definitions, and support response times for the Covered Products identified below. Capitalized terms used but not defined in these Guidelines will have the same meaning given to them in the Agreement.
Covered Products:
- Spotify Plugins for Backstage
- Spotify Portal for Backstage
Available Support Channels & Business Hours
Support Channels:
- Support Center: Spotify for Backstage website
- Email: backstage-support@spotify.com
Business Hours:
- Americas: 9:00 AM – 5:00 PM Eastern Time, Monday through Friday (excluding public holidays).
Eastern Time refers to the time zone observed in New York, NY, and adjusts automatically for Daylight Saving Time (UTC-05:00 during EST and UTC-04:00 during EDT). - EMEA: 9:00 AM – 5:00 PM United Kingdom Time, Monday through Friday (excluding public holidays).
United Kingdom Time refers to the time zone observed in London, and adjusts automatically for Daylight Saving Time (UTC+00:00 during GMT and UTC+01:00 during BST).
How does this work in practice?
- If a North American Customer contacts Spotify via the Support Channels at 4:45 PM local time with a critical severity issue, the initial target response time is 4 business hours. Because the end of the local business day is 5:00 PM, the Customer may not receive a response until the following open business day.
Severity Definitions
Covered Products:
- Spotify Plugins for Backstage
- Spotify Portal for Backstage
The severity of an issue determines its priority and response times. Severity levels are defined as follows:
Severity 1 - Critical
- Definition:
- This status only applies to applications that are in production. A critical issue that causes a complete or near-complete service outage or poses a severe security risk, requiring immediate attention. No workaround is available. Does not include development issues or problems in non-production environments.
- Examples:
- A plugin causes broader issues in the customer's Backstage instance or infrastructure.
- A Customer Data-exposing security vulnerability is identified by Customer.
- A severe outage affecting all users or the majority of users.
- Definition:
- This status only applies to applications that are in production. An issue that is partially functional (such as degradation of a service but the service is still available) and actively impacting Customer's business operations. A workaround may be available. Does not include development issues or problems in staging environments.
- Examples:
- A Spotify-provided plugin is non-functional; core use cases are not working.
- Stability issues or frequent crashes affecting specific workflows.
- Partial loss of functionality that impacts Customer's productivity but does not result in a complete outage.
- An integration failure affecting a significant but not majority portion of Customer's users.
- An issue that poses a risk of becoming critical if not addressed promptly.
- Definition:
- An issue that does not significantly impact the Customer's ability to use the Covered Products but may cause inconvenience or minor delays.
- Examples:
- Performance issues, such as slower-than-expected response times.
- Non-critical errors or bugs that do not impact core functionality.
- Visual or usability issues (e.g., UI misalignment or non-impactful glitches).
- Definition:
- An issue with little or no impact on the Customer's operations. Often includes requests for cosmetic changes and general inquiries.
- Examples:
- Cosmetic issues, such as typos or non-functional UI elements.
- Updates to reports, logs, or non-critical data.
Support Response Time and Expected Resolution
| Severity Level | Initial Target Response Time | Expected Resolution |
|---|---|---|
| Critical | 4 business hours | Critical function restored or workarounds are provided. |
| Major | 1 business day | Instructions or workarounds are provided. |
| Minor | 1 business day | Questions are answered or minor fixes are scheduled for a future update, which may be disclosed or undisclosed. |
| Low | 2 business days | Questions are answered or updates provided for low-priority items. |
For further clarity:
- Initial Target Response Time:
- Means the time taken for Spotify’s support team to acknowledge the issue, not the resolution time.
- Expected Resolution:
- Indicates when Spotify’s support team will deem the issue resolved.
- Reclassification of severity level:
- When submitting a support request, Customer may designate an initial severity level. Upon receiving the support request, Spotify’s support team will assess the severity level and may adjust the customer-reported severity level based on the business impact and nature of the issue. Customer may object to such adjustment, however any subsequent determination of severity level made by Spotify is final and binding.
Customer Responsibilities
Customer acknowledges and agrees that Spotify's ability to provide support is contingent on Customer's compliance with the Agreement, provision of accurate and detailed information sufficient for Spotify to assess and, if necessary, reproduce the reported issue, and timely response to Spotify's questions and communications. Spotify will have no obligation to provide support for issues related to network unavailability due to reasons beyond its control, such as emergency updates to address security, privacy, legal, regulatory, or third-party hardware or software issues not reasonably foreseeable by Spotify or within Spotify's reasonable control. Spotify is also not responsible for configuring or diagnosing problems in any other part of Customer's technical infrastructure. Professional and development services, and other non-standard requests for assistance in deploying or enabling the Covered Products, are not included within the scope of the support services provided under this Guideline.
If you have any additional questions about this Guideline or require further clarification, please contact our support team at backstage-support@spotify.com or your Customer Success engineer.