This Support Policy describes StreamNative's support policies for Customers who purchase a Support Plan in connection with their use of the Licensed Software. It provides a description of the available technical support levels for each Tier of Support Plan and describes terms and conditions for Support. Capitalized terms not defined herein have the meaning set forth in Customer's Agreement.
1. Support Plan Features.
The Specific Support Services that StreamNative provides depend on the Support Tier elected by Customer on the applicable Order Form. The Community Support Tier, which does not guarantee any communication between StreamNative and Customer or access to the Support Portal, is included automatically with all deployments. The Support Tiers include the following features:
2. Support Portal.
StreamNative maintains an online customer support portal (the "Support Portal") to submit and monitor support requests ("Incidents"). All Incidents must be submitted through the Support Portal for Customer to receive Support services. Incidents may not be submitted via Slack, email, or any other channel.
3. Response Times.
StreamNative will use commercially reasonable efforts to give Customer an initial response to all Incidents within the support response times ("Response Times") set forth above according to Customer's Support Tier. All Incidents must be logged through an approved Incident submittal method for the Response Time to begin. The actual time required to resolve an Incident is not guaranteed, and some Incidents may never be fully resolved.
4. Severity Level Definitions and StreamNative Actions.
Severity Levels are defined as follows for the purpose of identifying the appropriate Response Time for each Incident and the actions StreamNative will take to respond.
5. Maintenance.
StreamNative performs periodic maintenance on the hardware and software used to deliver the Services ("Maintenance") to achieve optimal performance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. StreamNative will perform planned Maintenance during upon no less than 48 hours notice to Customer via the StreamNative console (the "Maintenance Window") unless StreamNative and Customer have agreed to a custom Maintenance Window in an Order. If StreamNative expects planned Maintenance to negatively affect the availability or functionality of the Services, StreamNative will use commercially reasonable efforts to provide at least seven days' advance notice of the Maintenance.
StreamNative may perform unscheduled Maintenance: (a) during an Incident, (b) if the availability or functionality of Customer's Services are impaired or threatened; or (c) to address security vulnerabilities on the StreamNative network ("Emergency Maintenance"). If StreamNative expects such Emergency Maintenance to negatively affect the availability or functionality of the Services, StreamNative will use commercially reasonable efforts to provide advance notice of such Maintenance, or notice as soon as practicable under the circumstances. Maintenance notices noted above will be provided via the Support Platform or via an email to the Notification Email Address.
6. Unsupported Software.
StreamNative guarantees providing Support Services for the Licensed Software only. StreamNative is not required to support any software features that was not created by and delivered to Customer by StreamNative ("Third Party Software"). In order for StreamNative to provide Support Services for any Third Party Software integration with the Licensed Software, including Open Source Software, the specific feature to be integrated must be included on an Order Form executed by StreamNative, and may be subject to additional fees for professional services. StreamNative is not liable for any services or advice that StreamNative may provide in connection with Third Party Software, such services and advice to be provided or withheld in the sole discretion of StreamNative Support personnel ("Advisory Services"). Advisory Services are recommendations only, and Customer is solely responsible for the results achieved from implementing or declining to implement such recommendations.
7. New Feature Requests.
StreamNative is not obligated to support or build new product features for the Licensed Software that are requested by Customer ("New Feature Requests"). StreamNative's failure to support or build New Feature Requests will not be a violation of this Agreement or StreamNative's Support Services obligations hereunder. If Customer desires StreamNative to build New Feature Requests, the parties may enter into a new SOW for professional services stating the description, timeline, and additional fees applicable to such New Feature Requests.