Elastic Cloud Premium Support Services Policy

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Effective Date: February 17, 2016

This Elastic Cloud Premium Support Services Policy is the primary document used to communicate Elastic's support policies to customers of its Elastic Cloud Premium service (each, a "Customer"), who have purchased the right to use the Elastic Cloud Premium service ("Subscription"). This Support Services Policy sets forth Elastic's support terms and conditions, as well as provides a description of Elastic's technical support levels. Capitalized terms not defined herein have the definition set forth in the applicable agreement pursuant to which Customer purchased a Subscription.

1. Scope of Elastic Cloud Support Services.

The scope of the Support Services provided to Customer includes general assistance and support regarding the use of Elastic Cloud Premium. Elastic will provide Support Services to Customer in accordance with this Elastic Cloud Premium Support Services Policy.

2. Support Services Offerings.

Elastic 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. 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.

3. Subscription Levels.

All support requests must be submitted as follows:

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, web, 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 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 Elastic to make use of the Support Services.

Elastic Cloud Platinum Subscription Level

  • Normal Hours of Operation: 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

Elastic Cloud Gold Subscription Level

  • Normal Hours of Operation: 8AM – 6PM business hours in the time zone applicable for the location shown on the Order Form
  • 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 Elastic Cloud Premium that severely impacts the Customer's use of Elastic Cloud Premium for production purposes, such as the loss of production data or where production systems are not functioning and no work-around exists. 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

A Level 2 issue is an error within Elastic Cloud Premium where the Elastic Cloud Premium is functioning for production purposes but in a reduced capacity, such as a problem that is causing significant impact to portions of Customer's business operations and productivity, or where there is a potential loss or interruption of service. Elastic will use reasonable efforts during the Normal Hours of Operation stated above 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 Elastic Cloud Premium and for which there is an easy work-around qualify as Level 3. Elastic will use reasonable efforts to provide a resolution for any Level 3 error in time for an upcoming update to Elastic Cloud 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 Elastic have sufficient English language and technical skills, and respond to and cooperate with Elastic in a timely manner in connection to requests for Support Services.

As a precondition for requesting 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 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 Support Services.

6. Support Service Exclusions.

Elastic will have no obligation to provide Support Services to Customer in the event that (i) Elastic Cloud Premium 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 Elastic Cloud Premium, or other causes beyond the reasonable control of Elastic, (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 Elastic Cloud Premium. In addition, the 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 Elastic Cloud Premium; or (d) any training.