1. Support is only available in English and for versions of the Software identified by YugaByte, Inc. (“YugaByte”) as stable releases.
2. Customer agrees to: (i) provide YugaByte with reasonable detail of the nature of and circumstances surrounding the Error, and (ii) provide YugaByte with reasonable access to Customer’s environment as necessary to enable YugaByte to provide Support.
3.0 The terms of Support for our currently available subscriptions are defined below:
3.1 Severity Levels
Upon receipt of a properly submitted support case reporting an Error, YugaByte shall prioritize such support case in accordance with the guidelines below. Error severity levels may be re-evaluated upon availability of a workaround.
Severity 1 (S1) – An S1 is a major Error within the Software that severely impacts the customer’s use of the Software for production purposes, such as the loss of production data or where production systems are down or not functioning and no work around exists. YugaByte will use continuous efforts on a 24×7 basis to provide a resolution for any S1 problem as soon as is commercially reasonable. For any S1 problem, a customer should log a case via the Support Portal and must call YugaByte at one of the “Global Support” phone numbers provided by YugaByte..
Severity 2 (S2) – An S2 is an Error within the Software where the customer’s system is functioning but in a degraded or restricted capacity, such as a problem that is causing significant impact to portions of the customer’s business operations and productivity, or where the Software is exposed to potential interruption of service. YugaByte will work during its normal hours of operation to provide a resolution for any S2 Errors as soon as is commercially reasonable. For any S2 problem, a customer should log a case via the Support Portal and must call YugaByte at one of the “Global Support” phone numbers provided by YugaByte.
Severity 3 (S3) – An S3 is a medium-to-low impact Error that involves partial or non-critical loss of functionality, such as a problem that impairs some operations but allows the customer’s operations to continue to function. YugaByte will use commercially reasonable efforts during its normal hours of operation to provide a resolution for any S3 Error.
Severity 4 (S4) – An S4 is a low priority request for information where there is no impact to business operations. YugaByte will use commercially reasonable efforts during its normal hours of operation to respond to this request.
3.2 YugaByte will use commercially reasonable efforts to meet the following initial response times:
||Initial Response Goal
||1 Hour, Requires Telephone call after filing issue electronically
||4 Business hours, Requires Telephone call after filing issue electronically
||8 Business hours
||Next Business Day
Business Hours are Monday to Friday from 8 a.m. to 6 p.m. pacific time, excluding YugaByte holidays.
4. YugaByte has no obligation to provide any Support to Customer: (i) for any software, hardware or other element of the Customer environment not provided by YugaByte, (ii) if Customer or a third party has altered or modified any portion of the Software, (iii) if Customer has not used the Software in accordance with Documentation or instructions provided by YugaByte, including failure to follow implementation procedures, or (iv) if Customer has failed to replace earlier versions of the Software with Updates made available to Customer.
5. Customers must contact the YugaByte Technical Support number provided by YugaByte immediately after opening an S1 or S2 online ticket in order to facilitate a prompt response.
6. YugaByte only provides Support for the stable versions of the Software. Support is effective immediately upon the release of a new Generally Available (“GA”) stable version of the Software, and Support will be in effect for a period of eighteen (18) months after this release date or six months from the release date of the next Update (excluding Maintenance Versions), whichever is longer. As part of Support, YugaByte may provide Updates.
“Customer” means the person or entity that purchases Support from YugaByte pursuant to an applicable agreement between Customer and YugaByte.
“Documentation” means the documentation made available by YugaByte with the Software, which may be modified from time to time.
“Error” means a reproducible failure of the Software to perform in substantial conformity with the specifications set forth in the Documentation.
“Software” means the YugaByte software and all Updates which YugaByte makes available.
“Support” means the terms defined in section 3 of this YugaByte Support Policy.
“Update” means a Major Version, Minor Version or Maintenance Version of the Software made available by YugaByte. “Major Version” means a later version of the Software identified by a change in the digit to the left of the left-most decimal point (X.x.x); “Minor Version” means a later version of the Software identified by a change in the middle number in between the two decimal points (x.X.x); and “Maintenance Version” means a later version of the Software identified by a change in the digit to the right of the right-most decimal point (x.x.X).
Last updated: May 8, 2018.