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

Customer will designate up to five (5) 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.

Support is available 9 a.m. through 6 p.m., Monday-Friday, Customer local time, excluding Starburst 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’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 with all information necessary for Starburst to process the request and 3) respond promptly to Starburst with any information reasonably requested to clarify the support request.

Upon receipt of the support request, Starburst will acknowledge the request.  Starburst 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 Support organization, ending, if necessary, with Starburst’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 as needed.	Resource available  Monday-Friday during local business hours to  provide diagnostics  to Starburst as needed.	Resource available  Monday-Friday during local business hours to  provide diagnostics  to Starburst as needed.	Resource available  Monday-Friday during local business hours to  provide diagnostics  to Starburst as needed.

III. SUPPORT EXCEPTIONS. 

Starburst 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;

(v) identified by a Customer’s vulnerability scanning, penetration testing or other security tool. 

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

IV. STARBURST GLOBAL SUPPORT CENTERS

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

V. SECURITY MEASURES

Starburst shall utilize industry standard security measures to protect against the loss, misuse and/or alteration of data located on systems. Starburst shall conduct vulnerability monitoring in accordance with formally documented vulnerability management processes and procedures.

During the term of the Agreement, Starburst  will utilize code scanning tools to conduct vulnerability assessments. All identified vulnerabilities shall be addressed based upon Common Vulnerabilities and Exposures (CVE) level. Starburst will make commercially reasonable efforts to prioritize Critical and High vulnerabilities for remediation, when identified by internal scanning tools. Each reported vulnerability shall be verified by Starburst Data to be valid and applicable, or a false positive.

Medium, Low and Informational criticality vulnerabilities shall be reviewed by the Starburst Security Team and considered for future remediation, if legitimate, exploitable risk is identified.

Starburst reserves the right to accept the risk on any identified CVE, at any time and for any reason. Risk acceptance relieves Starburst Data of vulnerability remediation for that specific CVE.

During the term of the Agreement, Starburst will provide ongoing security updates to inform Customer on the impact of publicly disclosed vulnerabilities, exposures, and other reported security threats, via https://docs.starburst.io/security/advisories.html