HAZELCAST, INC. SUPPORT SERVICES POLICY Effective March 1 st, 2016

Transcription

1 HAZELCAST, INC. SUPPORT SERVICES POLICY Effective March 1 st, 2016 This Hazelcast, Inc. Support Services Policy is the primary document used to communicate Hazelcast s support policies to licensees of Hazelcast software products (each such licensee, a Customer ), including Hazelcast s software products available under both proprietary licenses and open source licenses (collectively, Software ). As referenced either in the proprietary license agreement under which you obtain and are granted the right to use Hazelcast s commercial software and/or the agreement under which you obtain a subscription ( Subscription ) to Hazelcast s support services (in each case, the Agreement ), this Support Services Policy sets forth Hazelcast s support terms and conditions, as well as provides a description of Hazelcast s support levels. Capitalized terms not defined herein have the definition set forth in the applicable Agreement. 1. Scope of Support Services. The scope of the Support Services provided to Customer includes general assistance and support regarding the installation of the Software and basic technical configuration of the Software, as well as developer assistance on how to use the Software and Error correction. Hazelcast will provide Support Services to Customer in accordance with this Support Services Policy. Development Support Services are not available for production systems. 2. Support Services Subscription Levels. A. Hazelcast shall use commercially reasonable efforts to meet the applicable targeted response times and targeted resolution times set forth below. Response times are measured from the receipt by Hazelcast of a support inquiry, and subject to hours of coverage applicable to the respective Subscription Level. Customer acknowledges that the time required for resolution of issues may vary depending on the specific circumstances of each problem, including, without limitation, the nature of the Incident/problem, the extent and accuracy of information available about the Incident/problem, and the level of Customer s cooperation and responsiveness in providing materials, information, access and support reasonably required by Hazelcast to achieve problem resolution. B. All support request submissions must designate an issue Severity Level. All support requests must be submitted via (i) ticketing system to or (ii) to mailto:support@hazelcast.com, prior to engaging a Hazelcast resource. All inbound production cases shall have an initial status of Severity Level 3. Once the appropriate support request is filed, the most optimal method of contact may be utilized, subject to the applicable Subscription Level (as defined below). C. Supported Configurations effective March 1 st, 2016: Hazelcast performs scaling tests for each version of the software. Based on this testing we specify some scaling maximums. These are defined for each version of the software starting with 3.6. Higher limits may be permitted for specific use cases based on further Hazelcast testing. Hazelcast 3.6 o Maximum 100 multisocket clients per Member, unless Hazelcast advises OEM otherwise o Maximum 1,000 unisocket clients per Member, unless Hazelcast advises OEM otherwise o Maximum of 100GB HD Memory per Member, unless Hazelcast advises OEM otherwise In the documentation, multisocket clients are called smart clients. Each client maintains a connection to each Member. Unisocket clients have a single connection to the entire cluster. D. Hazelcast offers three different levels of Subscriptions to Support Services (each, a Subscription Level ), which are described below and are subject to the specific terms and conditions set forth therein regarding hours of operation, response times, methods of support and other matters for each Subscription Level.

2 (a) ENTERPRISE LEVEL: (requires Enterprise Software License) Hazelcast, Inc. Support Services Policy March

3 Products Covered: Hazelcast Enterprise Software, Management Center Technical Account Manager: included Maximum number of Support Contacts: 4 Emergency Patches: yes Annual Incidents: unlimited Severity Target Support Window Support Request Response Level 1 1 Hour upon Diligent efforts 24/7 Web-based support portal receipt of to provide a support inquiry permanent workaround. Customer resources should be available and willing to work on a 24x7 basis with Hazelcast to resolve the issue. Level 2 4 Hours upon Normal hours of Web-based support portal receipt of operation to provide support inquiry a permanent workaround Level 3 1 Business Day Commercially to upon receipt of reasonable efforts to mailto:support@hazelcast.com support inquiry provide a permanent or workaround in time for an upcoming release of Software. web-based support portal (b) PROFESSIONAL LEVEL Products Covered: Hazelcast Software (Apache 2.0 licensed), Management Center Technical Account Manager: not included Maximum number of Support Contacts: 2 Emergency Patches: yes Annual Incidents: unlimited Severity Target Support Window Support Request Response Level 1 2 Hours upon Diligent efforts 24/7 Web-based support portal receipt of to provide a support inquiry permanent workaround. Customer resources Hazelcast, Inc. Support Services Policy March

4 should be available and willing to work on a 24x7 basis with Hazelcast to resolve the issue. Level 2 1 Business Day Normal hours of Web-based support portal upon receipt of operation to provide support inquiry a permanent workaround Level 3 1 Business Day Commercially to upon receipt of reasonable efforts to support@hazelcast.com support inquiry provide a permanent or workaround in time for an upcoming release of Software. web-based support portal (c) DEVELOPER LEVEL Note: Hazelcast does not charge separate fees for Support Services for the development project specifically related to a certain production use case for which the customer has purchased production-grade Subscription Support Services (Professional or Enterprise). Hazelcast, Inc. Support Services Policy March

5 Products Covered: Hazelcast Enterprise Software or Hazelcast Software (Apache 2.0 licensed) as shown on the Order Form, Management Center Maximum number of Developer Support Contacts: 2 Emergency Patches: no Annual Incidents: unlimited Severity Target Support Window Support Request Response Cases shall have 1 Business Day Level 2: Normal to an initial status upon receipt of hours of operation to support@hazelcast.com of Severity support inquiry provide a permanent or Level 2 (or Web-based support portal Severity Level 3 if request is workaround; submitted by e- Level 3: mail). commercially reasonable efforts to provide a permanent workaround in time for an upcoming release of Software. 3. Customer Obligations. Customer is responsible for ensuring that Support Contact has sufficient language and technical skills, and respond to and cooperate with Hazelcast in a timely manner in connection to requests for Support Services. As a precondition for requesting Support Services from Hazelcast, Customer agrees to (and agrees to cause each of its developers to) use reasonable efforts to: (i) attempt to solve the problem and to utilize sufficient resources to clearly understand that a problem exists before consulting Hazelcast; (ii) provide Hazelcast with sufficient information and technical data in order for Hazelcast to establish that a potential problem is not a Support Service Exclusion (as defined below); (iii) make reasonable attempts and spend reasonable resources to provide any data requested by Hazelcast to adequately address the potential problem; (iv) utilize sufficient resources to understand the instructions from Hazelcast in addressing the problem, and make reasonable attempts to correct the problem as suggested by Hazelcast. In addition, Customer is solely responsible for the accuracy of the information and technical data provided to Hazelcast. Customer agrees and acknowledges that the extent of access and the accuracy of information and technical data provided may affect Hazelcast s ability to provide the Support Services. 4. Support Service Exclusions. Hazelcast will have no obligation to provide Support Services to Customer in the event that (i) the Software has been changed, modified or damaged by Customer or anyone other than Hazelcast, (ii) the problem is caused by Customer s negligence, misconduct, or misuse of the Software, a hardware malfunction, or other causes beyond the reasonable control of Hazelcast, (iii) the problem is due to third party software, or (iv) Customer has not installed or implemented any Software releases to comply with Section 5 below. The Support Services do not cover the support of any third party software which integrates with the Software. In addition, the Support Services do not include the following: (i) use of any version of Software that is not designated as a production release (such as a beta release or code contained Hazelcast, Inc. Support Services Policy March

6 in the sandbox or any other repository that is not packaged into a production release distribution); (ii) Customer s failure to comply with operating instructions contained in the Documentation; (iii) installation, configuration, management and operation of Customer s applications; (iv) APIs, interfaces or data formats other than those included with the Software; or (v) any training. In addition, development Support Services may not be used at all for Production systems where Production means the system is using/processing live data. 5. Version Support. Hazelcast will provide Support Services for specific releases and versions of the Software as follows: (a) A three-place numbering scheme is used to designate released versions of the Software. The format is R.V.M, where R indicates the release level, V indicates the version level, and M indicates the maintenance fix level. An example would be version Often in referring to general product versions and releases, the maintenance level is omitted. For example, both and may sometimes be referred to as Version 1.1.b. Each Major Version (Ex: 2.0, 3.0 etc.) will be supported for 5 years from the date of initial release. Each Minor Version (Ex: 3.1, 3.2, 3.3 etc) will be supported for eighteen (18) months from the date of initial release. Support for each Version is supplied via maintenance fixes. Hazelcast will fix Errors only in the most current maintenance fix level of the Software. Customer Support will direct customers to existing fixes/patches and workarounds applicable to the reported case. Customer Support may direct customers to upgrade to a more current release / version / maintenance fix of the Software. (b) Legacy Support: Version support as described herein is extended an additional 18 months, provided the application environment (application server and version, java version and operating system version) has not changed. During the Legacy Support period, Hazelcast will provide assistance, guidance and recommendations for use of the Software products, and workarounds as needed for Severity 1 and 2 issues. (c) In the event that support for a version would normally expire under Section 5(a) and no later version has been released, support for the old version will be extended until the date that is sixty (60) days after the date on which a new version is released., and subsequently will be provided as Legacy Support per the terms in (b). (d) In the event that support for a version would normally expire under Section 5(a), and no further versions are planned, a product may be end-of-life. The decision to end-of-life any Software product will be announced to Customer twelve (12) months ahead of the date that support for all versions of such Software product will no longer be available. 6. Definitions: (a) Business Day means Monday through Friday other than a day designated from time to time as a national holiday in the place from which Support Services may be provided. (b) Error means any failure of or problem, non-conformity, defect, malfunction, error or bug experienced or detected by the Customer while in use of the Software, that causes the Software to fail in any material respect to provide the performance, features and functionality described in the Documentation and the Warranty described in each Agreement. (c) Incident means a single question or issue posed by a Support Contact using the Support Services. (d) Severity 1 means a major production Error within the Software that severely impacts the Customer s use of the Software for production purposes as stated in the Documentation, such as the loss of production data or where production systems are not functioning and no work-around exists. (e) Severity 2 means an Error within the Software where the Customer s system is functioning for production purposes but in a reduced 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 loss or interruption of service. (f) Severity 3 means a medium-to-low impact Error that involves partial and/or non-critical loss of functionality for production purposes or development purposes, such as a problem that impairs some operations but allows the Customer s Hazelcast, Inc. Support Services Policy March

7 operations to continue to function. Errors for which there is limited or no loss of functionality or impact to the Customer s operation and for which there is an easy work-around qualify as Severity 3. (g) Support Contact means a single named individual that is authorized to contact Hazelcast to make use of the Support Services. 7. OEM TECHNICAL SUPPORT PROGRAM Hazelcast offers extended service levels through the OEM TECHNICAL SUPPORT PROGRAM. This Program will be honored for the Subscription Term. Hazelcast reserves the right, at Hazelcast s discretion, to rename or modify the Program, preserving the stated capabilities of the Program or replacing with equal or enhanced capabilities. Products Covered: Hazelcast Enterprise Software, Management Center Engineering Relationship: included Quality Relationship: included Maximum number of Support Contacts: 4 Emergency Patches: yes Annual Incidents: unlimited Severity Target Support Window Support Request Response Level 1 1 Hour upon Diligent efforts 24/7 Web-based support portal receipt of to provide a support inquiry permanent workaround. Customer resources should be available and willing to work on a 24x7 basis with Hazelcast to resolve the issue. Level 2 4 Hours upon Normal hours of Web-based support portal receipt of operation to provide support inquiry a permanent workaround Level 3 1 Business Day Commercially to upon receipt of reasonable efforts to support@hazelcast.com support inquiry provide a permanent or workaround in time for an upcoming release of Software. web-based support portal (a) Engineering Relationship Hazelcast, Inc. Support Services Policy March

8 Priority for bug fix inclusion in new releases Regular (quarterly or semi-annual) meeting to ensure alignment with Hazelcast and our partner s software releases, from a new feature standpoint Priority to new feature requests, when mutually agreed upon with Hazelcast. Contributor status in the Hazelcast Open Source Community. Priority to merging mutually agreed open source contributions (pull requests) to Hazelcast. (b) Quality Relationship Provision of Hazelcast Production Simulator and Stress Tester Application (HPSSTA) for production-level stress testing, and assistance using said tool. Integration of Customer simulator test cases into Hazelcast release process on a best efforts basis. Hazelcast, Inc. Support Services Policy March