Starburst Data Enterprise Support Policy

Starburst Data Enterprise Support Policy

I.  SUPPORT.

Support is available for the Software indicated on an applicable Order Schedule for the Subscription Term set forth therein.  This Starburst Data Enterprise Support Policy applies only to Software that is installed by the Customer on its or its cloud provider’s premises. This Support Policy does not apply to Starburst Data’s Galaxy Service or other products and services.

Requests for Support should be submitted to Starburst Data Support through the Starburst Data Support portal.

Customer will designate up to three (3) key contacts for the reporting and coordination of support requests (the “Business Administrators”). Customer may change the Business Administrators upon seven (7) days prior written notice to Starburst Data.

Support is available 9 a.m. through 6 p.m., Monday-Friday, Customer local time, excluding Starburst Data holidays, except as noted in the Enterprise Support Response Times table below.

Support includes the following:

• Remote Troubleshooting
• Knowledgebase
• Support Portal
• Upgrades, Updates, Patches  generally made available to Starburst Data’s other support customers
• Hotfixes
• Routine Installation and Configuration Issues
• Performance Troubleshooting
• Public Cloud Support

Support is provided in the English language only.

II. SEVERITY LEVELS AND INCIDENT RESPONSE.

When submitting a support request, Customer must 1) classify the severity level in accordance with the severity level definitions below, 2) provide Starburst Data with all information necessary for Starburst Data to process the request and 3) respond promptly to Starburst Data with any information reasonably requested to clarify the support request.

Upon receipt of the support request, Starburst Data will acknowledge the request.  Starburst Data may in its discretion adjust the severity level of an issue in its sole discretion but will consider Customer’s feedback in good faith.  Incidents are escalated as necessary through the Starburst Data Support organization, ending, if necessary, with Starburst Data’s Vice President of Support. 

Enterprise Support Severity Definitions

 

Severity	Definition
Urgent (Severity 1)	Production / Mission Critical functionality is down with no obvious or immediate workaround.
High (Severity 2)	Major loss of functionality, but can still continue in a degraded or restricted capacity. Not  viable long term.
Normal (Severity 3)	Production issue where minor functionality is impacted, a development issue, or non-production outage.
Low (Severity 4)	Non-critical loss of functionality. Request for information or other non-production requests.

Enterprise Support Response Times 

	Urgent (Severity 1)	High (Severity 2)	Normal (Severity 3)	Low (Severity 4)
Initial Response  24 x 7	30 Minutes (email or phone)	4 hours (email)	8 hours (email)	Next business day (email)
Status Updates	hourly	every business day	every 5 business  days	every 7 business  days
Starburst Responsibility	Resource dedicated 24×7 dedication until a workaround or resolution is achieved. Senior management immediately notified.	Resources available Monday Friday during local  business hours until a workaround  or resolution is achieved.	Resources available Monday Friday during local  business hours until a workaround  or resolution is achieved.	Resources available Monday Friday during local  business hours until a workaround  or resolution is achieved.
Customer Responsibility	Resource dedicated 24×7 to  provide diagnostics to Starburst Data as needed.	Resource available  Monday-Friday during local business hours to  provide diagnostics  to Starburst Data as needed.	Resource available  Monday-Friday during local business hours to  provide diagnostics  to Starburst Data as needed.	Resource available  Monday-Friday during local business hours to  provide diagnostics  to Starburst Data as needed.

III. SUPPORT EXCEPTIONS. 

Starburst Data has no obligation to address a Software issue if:

(i) caused by Customer’s negligence;

(ii) caused by unauthorized modifications or enhancements to the Software made by Customer;

(iii) Customer fails to utilize a patch, correction or an updated version of the Software which addresses the issue;

(iv) arising from a third party Customer’s or a third party’s system or environment or a third party product or service.

Issues outside the scope of this Support Policy at may be addressed upon the request of Customer at Starburst Data’s professional services rates then in effect.

IV. STARBURST GLOBAL SUPPORT CENTERS

• USA East – Boston
• USA West – Seattle
• EMEA – Poland
• APAC – India and Singapore