Found Premium
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This Elasticsearch Found Premium Support Services Policy is the primary document used to communicate Elasticsearch's support policies to customers of its Found Premium service (each, a "Customer"). As referenced in and the Found Premium Terms under which you are granted the right to use Elasticsearch's Found Premium service ("Subscription") and the order form under which such Subscription was purchased, this Support Services Policy sets forth Elasticsearch's support terms and conditions, as well as provides a description of Elasticsearch's technical support levels. Capitalized terms not defined herein have the definition set forth in the applicable Agreement.
1. Scope of Found Support Services.
The scope of the Support Services provided to Customer includes general assistance and support regarding the use of Found Premium in a SaaS setting. Elasticsearch will provide Support Services to Customer in accordance with this Found Premium Support Services Policy.
2. Support Services Offerings.
Elasticsearch offers two different levels of the Support Services which are described below in Section 3 of this Support Services Policy, 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. Elasticsearch shall use commercially reasonable efforts to meet the applicable targeted response times set forth below. 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 Elasticsearch to achieve problem resolution. Elasticsearch addresses problem resolutions through a number of mechanisms.
3. Subscription Levels.
All support requests must be submitted as follows:
- Via email to prod_support@elastic.co or via our support portal
The submission needs to be made prior to engaging an Elasticsearch resource. Once the appropriate support request is filed, the most optimal method of contact may be utilized (phone, web, email), subject to the applicable Subscription Level. Severity level 1 and 2 issues must be filed via the web-based support portal. Severity level 3 issues may be filed via email or the web-based support portal. All e-mail based production tickets will be treated as severity level 3.
Defined Terms:
"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.
"Incident" means a single question or issue posed by a Support Contact using the Support Services.
"Support Contact" means a single named individual that is authorized to contact Elasticsearch to make use of the Support Services.
Found Platinum Level
- Times: 24 x 7 x 365
- Method: phone or web
- Maximum number of Support Contacts: 8
- Emergency Patches: yes (not applicable for the Found Premium Service)
- Annual Incidents: unlimited
| Severity | Target Response |
|---|---|
| Level 1 | 1 Hour |
| Level 2 | 4 Hours |
| Level 3 | 1 Business Day |
Found Gold Level
- Times: 8AM – 6PM business hours in the time zone applicable for the location shown on the Sales Order
- Method: phone or web
- Maximum number of Support Contacts: 6
- Emergency Patches: no
- Annual Incidents: unlimited
| Severity | Target Response |
|---|---|
| Level 1 | 4 Business Hours |
| Level 2 | 1 Business Day |
| Level 3 | 2 Business Days |
4. Severity Level Definitions.
Level 1
A Level 1 issue is a major production error within Found Premium that severely impacts the Customer's use of Found Premium for production purposes, such as the loss of production data or where production systems are not functioning and no work-around exists. Elasticsearch will use continuous efforts during its normal hours of operation to provide a resolution for any Level 1 errors as soon as is commercially reasonable.
Level 2
A Level 2 issue is an error within Found Premium where the Found Premium 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 there is a potential loss or interruption of service. Elasticsearch will use reasonable efforts during its normal hours of operation to provide a resolution for any Level 2 errors.
Level 3
A Level 3 issue is 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 operations to continue to function. Errors for which there is limited or no loss or functionality or impact to the customer's use of Found Premium and for which there is an easy work-around qualify as Level 3. Elasticsearch will use reasonable efforts to provide a resolution for any Level 3 error in time for an upcoming update to Found Premium. All inbound production email cases shall have an initial status of Level 3.
5. Customer Obligations.
Customer is responsible for ensuring that its personnel that interact with Elasticsearch have sufficient language and technical skills, and respond to and cooperate with Elasticsearch in a timely manner in connection to requests for Support Services.
As a precondition for requesting Support Services from Elasticsearch, Customer agrees to (and 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 Elasticsearch; (ii) provide Elasticsearch with sufficient information and technical data in order for Elasticsearch to establish that a potential problem is not the kind of problem that is an exclusion from the Support Services; (iii) make reasonable attempts and expend reasonable resources to provide any data reasonably requested by Elasticsearch to adequately address the potential problem; (iv) utilize sufficient resources to understand the instructions from Elasticsearch in addressing the problem, and make reasonable attempts to correct the problem as suggested by Elasticsearch. In addition, Customer agrees and acknowledges that the extent of access and the accuracy of information and technical data provided may affect Elasticsearch's ability to provide the Support Services.
6. Support Service Exclusions.
Elasticsearch will have no obligation to provide Support Services to Customer in the event that (i) Found Premium has been changed, modified or damaged by Customer or anyone other than Elasticsearch, (ii) the problem is caused by Customer's negligence, misconduct, or misuse of Found Premium, or other causes beyond the reasonable control of Elasticsearch, (iii) the problem is due to third party software. The Support Services do not cover the support of any third party software which integrates with Found Premium. In addition, the Support Services do not include the following: (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 Found Premium; or (v) any training.