Elastic Elasticsearch Service U.S.‑Based Support Services Policy for GovCloud Standard/Gold/Platinum/Enterprise

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Effective Date: May 1, 2023

Purchasers of Elasticsearch Service GovCloud Subscriptions are provided with U.S.-based Support Services.

U.S.-Based Support Policy Details

This Elastic Elasticsearch Service U.S.-Based Support Services Policy ("U.S.-Based Support Services Policy") is the primary document used to communicate Elastic's support policies to customers (each, a "Customer") who have purchased the right ("Subscription") to use the Elastic Elasticsearch Service ("Elasticsearch Service") in AWS GovCloud at the Standard, Gold, or Platinum Subscription Level ("Subscription Level") . This U.S.-Based Support Services Policy sets forth Elastic's support terms and conditions, as well as provides a description of Elastic's technical support levels for U.S.-based Support Services. Capitalized terms not defined herein have the definition set forth in the applicable agreement pursuant to which Customer purchased a Subscription.

1. Scope of Elasticsearch Service U.S.-Based Support Services.

The scope of the U.S.-based Support Services provided to Customer includes general assistance and support regarding the use of the Elasticsearch Service. Elastic will provide U.S.-based Support Services to Customer in accordance with this Elastic Elasticsearch Service U.S.-Based Support Services Policy for GovCloud Standard/Gold/Platinum and the Agreement.

2. U.S.-Based Support Services Offerings.

Elastic offers three different levels of the U.S.-based Support Services which are described below in Section 3 of this U.S.-Based 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. Elastic 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 Elastic to achieve problem resolution. Elastic addresses problem resolutions through a number of mechanisms. Elastic may also, in its discretion, reach out to Customer proactively to offer onboarding support and other forms of technical assistance in Customer's use of the Elasticsearch Service.

3. Subscription Levels with U.S.-Based Support Services.

For all support requests, send an email to support@elastic.co or via our support portal (Elastic's preferred method).

In either case, the submission needs to be made prior to engaging an Elastic resource. Once the appropriate support request is filed, the most optimal method of contact may be utilized (phone, support portal, email), subject to the applicable Subscription level purchased by Customer ("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 email 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 United States.

"Incident" means a single question or issue posed by a Support Contact using the U.S.-based Support Services.

"Support Contact" means a single named individual that is authorized to contact Elastic to make use of the U.S.-based Support Services.

Elasticsearch Service GovCloud Enterprise Subscription Level with U.S.-Based Support Services

  • Normal Hours of Operation: 24 x 7 x 365
  • Method: email, phone, or support portal
  • Included Support Contacts: 8
  • Annual Incidents: unlimited
  • Support Staffing: U.S. persons on U.S. soil
SeverityTarget Initial Response
Level 130 Minutes
Level 24 Hours
Level 31 Business Day

Elasticsearch Service GovCloud Platinum Subscription Level with U.S.-Based Support Services

  • Normal Hours of Operation: 24 x 7 x 365
  • Method: email, phone, or support portal
  • Included Support Contacts: 8
  • Annual Incidents: unlimited
  • Support Staffing: U.S. persons on U.S. soil
SeverityTarget Initial Response
Level 11 Hour
Level 24 Hours
Level 31 Business Day

Elasticsearch Service GovCloud Gold Subscription Level with U.S.-Based Support Services

  • Normal Hours of Operation: 8AM – 6PM business hours in the time zone applicable for the location shown on the Order Form
  • Method: email, phone, or support portal
  • Included Support Contacts: 6
  • Annual Incidents: unlimited
  • Support Staffing: U.S. persons on U.S. soil
SeverityTarget Initial Response
Level 14 Business Hours
Level 21 Business Day
Level 32 Business Days

Elasticsearch Service GovCloud Standard Subscription Level with U.S.-Based Support Services

  • Elasticsearch Service Standard: the Support Services Policy for Support Services provided to customers of Elasticsearch Service at the Standard Subscription Level is available at: https://www.elastic.co/support/welcome/cloud.
  • Support Staffing: U.S. persons on U.S. soil

4. Severity Level Definitions.

Level 1

The Customer's Elasticsearch Service production environment is not working or seriously impaired and no workaround is available. The Customer's revenue, security or brand is impacted as a result. Elastic will use continuous efforts during the Normal Hours of Operation stated above to provide a resolution for any Level 1 errors as soon as is commercially reasonable.

Level 2

The Customer's Elasticsearch Service environment is functioning but is impaired and working in a reduced capacity or continuity of service or an imminent deadline is at risk. The Customer's revenue, security or brand is threatened as a result. Elastic will use reasonable efforts during the Normal Hours of Operation stated above to provide a resolution for any Level 2 errors.

Level 3

This is the default severity level. Something isn't working as expected, or the Customer has a general question about its deployment. Elastic will use reasonable efforts to provide a resolution for any Level 3 error in time for an upcoming update to Elasticsearch Service. 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 Elastic have sufficient English language and technical skills, and respond to and cooperate with Elastic in a timely manner in connection to requests for U.S.-based Support Services.

As a precondition for requesting U.S.-based Support Services from Elastic, 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 Elastic; (ii) provide Elastic with sufficient information and technical data in order for Elastic to establish that a potential problem is not the kind of problem that is an exclusion from the U.S.-based Support Services; (iii) make reasonable attempts and expend reasonable resources to provide any data reasonably requested by Elastic to adequately address the potential problem; (iv) utilize sufficient resources to understand the instructions from Elastic in addressing the problem, and make reasonable attempts to correct the problem as suggested by Elastic. In addition, Customer agrees and acknowledges that the extent of access and the accuracy of information and technical data provided may affect Elastic's ability to provide the U.S.-based Support Services.

6. U.S.-Based Support Service Exclusions.

Elastic will have no obligation to provide U.S.-based Support Services to Customer in the event that (i) Elasticsearch Service has been changed, modified or damaged by Customer or anyone other than Elastic, (ii) the problem is caused by Customer's negligence, misconduct, or misuse of Elasticsearch Service, or other causes beyond the reasonable control of Elastic, (iii) the problem is due to third party software. The U.S.-based Support Services do not cover the support of any third party software which integrates with Elasticsearch Service. In addition, the U.S.-based Support Services do not include the following: (a) Customer's failure to comply with operating instructions contained in the documentation; (b) installation, configuration, management and operation of Customer's applications; (c) APIs, interfaces or data formats other than those included with Elasticsearch Service; or (d) any training.