Our scope of support

If you have subscribed to Elastic Cloud at a Standard Subscription Level, we provide Support Services at a "Limited Support Level." This is a production focused support level designed to keep your Elastic Cloud cluster running (green and available).

What’s included?

• Cluster analysis: Understanding the current state of your cluster
• Actionable next steps: Guidance on how you can stabilize your cluster
• Updates on actions Elastic support engineers are taking to stabilize your cluster
• External resources: Referrals to Elastic documentations and forums when questions are out of scope

Our support response times and hours

Support Services at the Cloud Limited Support Level do not have a guaranteed initial or ongoing response times, but we do strive to engage on every issue within three business days. 

We do not offer weekend coverage, so we will respond Monday through Friday only.

Cases

These are some best practices related to opening a support case.

How do I open a case?

When an Elastic Cloud account is created, the registration email becomes an authorized Support Contact and receives an invitation to register on the Elastic Support Hub. The Hub uses Elastic Cloud for authentication, so you'll be redirected to log in there if you are not already. Once logged in, click the life preserver icon for support.

Steps to opening a case:

1. Log in to your Elastic Cloud account through https://support.elastic.co/.
2. Ask our Support Assistant or search the Knowledge Base for guidance.
3. If you still need help, click Open case at the top.
4. Fill out the form.
5. Click Open case.

You'll get an email confirming your case, and then you can continue the discussion via email or at the Support Hub.

What to include in your case:

• The Deployment ID (you might have a few!). You can find this on the overview page in the Elastic Cloud Console for each cluster.
• Explain the problem you're having in as much detail as possible.

Making use of the community forums

As discussed previously, the Limited Support Level is specific to the Elastic Cloud platform and not in-depth Elasticsearch support.

For other product questions, check out the vibrant communities!

• The best place to start is https://www.elastic.co/community/.
• The most popular spot is our community forums at discuss.elastic.co.
• Feel free to use these for info and general chats, but for urgent or confidential stuff, always open a case with us — that's what we're here for!

Version support

Visit https://www.elastic.co/docs/deploy-manage/deploy/elastic-cloud/available-stack-versions, for details on Elastic's version policy for Elastic Cloud and what happens when a version reaches the end of its maintenance and support periods.

Our scope of support

Our Swiftype Standard and Pro support is a production level of support focused on making sure your Swiftype Engine is working as expected and available. To that end, we offer:

• Analysis of the state of your engine.
• Actions you can perform to stabilize or tune your engine.
• Updates on actions our Engineers are taking to stabilize your engine.
• Pointers to Swiftype documentation or forums if your question is outside the scope of the platform itself.

Swiftype Premium includes all of the above and additionally more in-depth implementation questions.

Our support response times and hours

Note: Business hours are 8AM-6PM Pacific Time

Cases

As the most common and frequent of activities, here are the best practices related to opening support cases with Elastic.

What is a case?

A case can go by many names: ticket, service request, incident, problem, issue, etc. As far as we're concerned, they all mean the same thing. We generally use the term "case" because that's what our support system provider calls them.

A case (or whatever term you prefer to use) can represent many different kinds of situations you'll encounter as a customer:

1. You need help setting up your Swiftype account or engine.
2. You would like a new feature considered.
3. You have a question about how to do something with Swiftype.

All of these situations (and likely some we've missed) are valid case topics.

When should I open a case?

Now that we're on the same page about what a case is, let's talk about when to open one.

Generally speaking, you should open a case for anything important to you. It's just that simple. Cases are the way we communicate with each other a majority of the time, and we want to be well connected with you as a customer to ensure your success as well as our own. If in doubt, open a case to open the discussion.

How do I open a case?

This is pretty straightforward. Just send us an email at support@elastic.co from the email addresses registered on your account. You receive a confirmation email from our system letting you know your case was created, and all future conversation can occur just by replying to that email.

You can also log into our customer support portal at https://support.elastic.co. Note that the username / password will be different from your Swiftype console username and password.

Please note that you must be a named contact to access Swiftype support — reach out to your primary account holder to request that you be added as a named contact.

What should I say in my case?

There are two key pieces of information you can give us in your email:

1. The Primary email address for your account.
2. The engine name you're asking about (you may have several)
3. The nature of the problem

Tell us as much about the problem you're facing as possible, and we will do the rest.

Severity: We offer 3 severity levels: Urgent (1), High (2), and Normal (3)

Note: Severities 1-2 only apply to Swiftype Premium.

We have fairly standard definitions for what these mean:

Urgent: Your production environment is not working or seriously impaired and no workaround is available. Your revenue, security or brand is at risk.

High: Your environment is functioning but software is impaired and working in a reduced capacity, or an imminent deadline is at risk. Your revenue, security or brand is potentially threatened.

Normal: This is the default severity level. Something isn't working as expected, or you have a general question about your deployment.

Phone Support

We’ve covered opening a case, which is the most common way we communicate with customers. But sometimes you need to actually speak with a human being in real time, especially when the problem you’re experiencing is either very complex and/or very time sensitive in nature. Our Premium subscription level offers phone as a channel of support, so in this section we’ll tell you how to use it.

If my subscription level includes phone access, how do I make use of it?

If you have a Premium subscription, you are entitled to phone access. Congratulations! To make use of this entitlement, all you have to do is ask. When opening a case (see previous topic), if a phone conversation is the best way to discuss the problem, let us know some dates/times you are available and we will schedule a call. Unless you tell us otherwise, we schedule the call using our own VoIP tool which allows for voice, video, and screen sharing.

Why can’t I just call a number to reach you?

Eventually you will be able to just call us anytime, but at this stage in our company’s size and scale we offer a scheduled call back service for phone support.

What about screen sharing?

Yes, we will be happy to take a look at anything that will help us resolve your question faster. The tool we use for phone conferences also allows you to share your screen with us. Just ask.

Making Use of the Community Forums

As discussed previously, the support we offer for Swiftype is specific to the Swiftype platform and not in-depth implementation support. Luckily we have vibrant and active communities around our products where you can get your more in-depth questions answered.

So, where are these communities?

Such a simple question, but a good one. The best place to start is www.elastic.co/community which lists all the best community resources. The most commonly used resources are our community forums on discuss.elastic.co.

Feel free to use these forums as sources of information and for general discussions. Of course, as a customer you do not need to rely on these communities for your critical or confidential support needs, and we strongly recommend against posting any time-sensitive requests here — you have us for that!

Effective date: November 19, 2025

1. SCOPE OF US-BASED SUPPORT SERVICES DETAILS

This Elastic Cloud US-Based Support Services Policy ("US-Based Support Services Policy") for the Elastic Cloud ("Elastic Cloud"), describes the US-based support services, which include general assistance and support regarding the use of Elastic Cloud ("US-Based Support Services"), provided by Elastic to customers (each, a "Customer") that have purchased US-Based Support Services and a subscription to use the Elastic Cloud Service in AWS GovCloud ("FedRAMP Subscription") at either the Platinum or Enterprise Subscription Level ("FedRAMP Subscription Level"). Capitalized terms not defined in this Elastic Cloud US-Based Support Policy have the definition set forth in the applicable agreement pursuant to which Customer purchased its FedRAMP Subscription.

2. US-BASED SUPPORT SERVICES OFFERINGS

Elastic offers four different "Support Levels" of US-Based Support Services based on a Customer's FedRAMP Subscription Level as described in the table below:

3. SUPPORT LEVELS

This Section 3 describes the US-Based Support Services provided by Elastic for each Support Level, including the hours of operation, response times, methods of support, and other matters applicable to each Support Level. For the purposes of this US-Based Support Policy, the following definitions shall apply:

"Business Day" means Monday through Friday other than a day designated from time to time as a national holiday in the United States.

"Business Hours" means 8:00 a.m.–6:00 p.m. on a Business Day.

"Incident" means a single question or issue submitted by Customer's designated Support Contact using US-Based Support Services.

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

Elastic shall use commercially reasonable efforts to meet the applicable "Target Initial Response" set forth below. Customer acknowledges that the time required for resolution of Incidents may vary depending on the specific circumstances of each Incident, including, without limitation, the nature of the Incident, the extent and accuracy of information available about the Incident, and the level of Customer's cooperation and responsiveness in providing materials, information, access, and support reasonably required by Elastic to achieve Incident resolution. Elastic addresses Incident resolution 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 Elastic Cloud.

For all US-Based Support Services requests, Customer must send an email to support@elastic.co or via Elastic's web-based Support Hub (Elastic's preferred method). In either case, a request for US-Based Support Services must be submitted prior to engaging an Elastic resource.

Once the appropriate US-Based Support Services request is submitted, the most optimal method of contact may be utilized (Email, Phone or Support Hub), as may be available for the applicable Support Level. Severity Level 1 and 2 Incidents must be submitted via the web-based Support Hub. Severity Level 3 Incidents must be submitted via email or the web-based Support Hub. All email based production tickets will be treated as Severity Level 3.

Features		Subscription Level
		Premium	Enhanced
Normal Hours of Operation		24x7x365	24x7x365
Method		Email, phone, or Support Hub	Email, phone, or Support Hub
Included Support Contacts		8	8
Unlimited Annual Incidents
Support Staffing		US person on US soil	US person on US soil
Target Initial Response Time	Severity Level 1	30 Minutes	1 hour
	Severity Level 2	4 Hours	4 Hours
	Severity Level 3	1 Business Day	1 Business Day

4. SEVERITY LEVEL DEFINITIONS

Severity Level 1

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

Severity Level 2

The Customer's Elastic Cloud 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. Elastic will use reasonable efforts during Business Hours to provide a resolution for any Severity Level 2 Incidents.

Severity 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 Severity Level 3 Incidents in time for an upcoming update to Elastic Cloud. All inbound production email cases shall have an initial status of Severity 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 US-Based Support Services.

As a precondition for requesting US-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 US-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 US-Based Support Services.

6. US-BASED SUPPORT SERVICE EXCLUSIONS

Elastic will have no obligation to provide US-Based Support Services to Customer in the event that: (i) Elastic Cloud 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, or other causes beyond the reasonable control of Elastic; (iii) the problem is due to third party software. The US-Based Support Services do not cover the support of any third party software which integrates with Elastic Cloud or the investigation into a potential or actual security incident in a Customer environment, including but not limited to the analysis and response to security events and signals. In addition, the US-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 Elastic Cloud; or (d) any training.

7. VERSION SUPPORT

Visit https://www.elastic.co/guide/en/cloud/current/ec-version-policy.html for details on Elastic's version policy for Elastic Cloud and what happens when a version reaches its end of Maintenance and Support and when Elastic retires a Product.

8. ADDITIONAL SUPPORT SERVICES DESCRIPTIONS

Catalog of Additional Support Services Packages with Full Description and Scope, subject to separate purchase.

Designated Support Engineer

Package SKU Name:

• Support US Federal: Designated Support Engineer
• Support (Cloud Only) US Federal: Designated Support Engineer

Duration: Minimum 9 months, maximum 3 years

Staffing: US person on US soil

Description
During the Services Period, a named Support Engineer ("Designated Support Engineer" or "DSE") will be available to provide Support Services for active Subscriptions to be agreed upon with Elastic (“DSE Support Subscription”). The DSE will provide Support Services (a) in accordance with the Support Services Policy and the applicable agreement pursuant to which Customer purchased a DSE Support Subscription; and (b) during Available Hours not to exceed (i) twenty-five (25) hours per month or (ii) the number of hours per month purchased by Customer under the relevant DSE Support Subscription ((b)(i) or (b)(ii) shall be referred to as the “Monthly Limit”). Customer will not receive any refund or credit for any portion of the DSE's Monthly Limit that goes unused. If (a) the DSE exceeds the Monthly Limit or (b) a support request is received or Support Services must be delivered outside of the DSE's Available Hours, then Support Services will be delivered by another Elastic support engineer in accordance with the Support Services Policy and the Agreement. The DSE will perform Support Services remotely. The number of Administrative Days in any twelve-month Services Period will not exceed sixteen (16) Business Days (or the prorated number of Business Days for the Services Period). Elastic may at any time and for any reason substitute the DSE with another qualified engineer.

The DSE Support Subscription does not automatically renew. Any renewal will be by mutual agreement only.

Customer profile:

• Can be applied to any Solution(s): Search, Observability, Security, or any other use cases on the Elastic Stack or Elastic Cloud
• Can be applied to the following subscription levels:
  • Elastic Cloud: Platinum and Enterprise
  • Self-managed: Platinum and Enterprise
• Can be applied to any deployment type
• Can only be applied to annual or multi-year subscriptions
• Applicable for customers looking for a more personal experience with Elastic Support, in which a named Support Engineer gains expertise in the customer's use case(s) and architecture(s)
• Applicable for customers who want more proactive services and for Elastic Support to feel like a part of the customer's team

Common tasks within the engagement:

• Assignment of all applicable cases raised during the DSE's Available Hours
• Key business milestone check-ins (e.g., go live, upgrades)
• Guidance and planning (e.g., use case extension, operational best practice audits, post-launch performance assessments, backup and recovery best practice review)
• Technical onboarding support
• Internal advocacy on customer-critical issues

Included in scope:

• Up to 25 hours' work per month
• DSE can work across several use cases or projects on active subscriptions agreed upon with Elastic
• DSE services can only be fulfilled while a supported subscription is active
• DSE availability during Business Hours
• Remote-only assistance
• Monthly check-ins
• Monthly case reports
• Maintained environment profile

Out of scope:

• Writing code
• Directly making changes on Customer's behalf
• On-site visits
• Modification or manipulation of customer production data, applications, or environment
• Review or analysis of customer data, except within a customer-provided, non-production environment
• Deployments that leverage custom integrations
• Recommendations, handling, or administration of third-party software, software data, or systems
• The Designated Support Engineer services are non-transferable and only for Customer's internal use. Customer may not use the Designated Support Engineer to provide Support Services to a third party or for any Subscriptions not designated as a DSE Support Subscription.
• Out of Scope Services and Items: Elastic shall not be responsible for any services or items that are not expressly included in the Support Services Description, which shall be the responsibility of Customer.

The Designated Support Engineer services are Commercial Services as that term is defined in the Federal Acquisition Regulation (FAR) at 48 C.F.R. 2.101.

Definitions

• 1. "Administrative Day" is a Business Day consisting of training, volunteer time off, or required attendance at company events.
• 2. "Available Hours"" means Business Hours on Business Days, except for Administrative Days.
• 3. "Business Day" is a day that is not (i) a Saturday or Sunday, (ii) a local statutory holiday, or (iii) any additional holiday or paid time off recognized by Elastic, in each case in the location of the Designated Support Engineer performing the Support Services.
• 4. "Business Hours" means the hours between 9:00 a.m. and 5:00 p.m. Monday to Friday in a time zone supported by Elastic.

Download PDF Version or Previous Versions Available Here

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Effective date: November 19, 2025

1. SCOPE OF SUPPORT SERVICES

This Support Services Policy ("Support Services Policy") for the Elastic Cloud ("Elastic Cloud") describes the support services, which include general assistance and support regarding the use of Elastic Cloud ("Support Services"), provided by Elastic to customers (each, a "Customer") that have purchased a subscription to use Elastic Cloud ("Subscription") at either Gold, Platinum, Enterprise, or Private Subscription Level (each a "Subscription Level"). Capitalized terms not defined in this Support Services Policy have the definition set forth in the applicable agreement pursuant to which Customer purchased its Subscription.

2. SUPPORT SERVICES OFFERINGS

Elastic offers three different "Support Levels" of Support Services based on a Customer's Subscription Level as described in the table below:

3. SUPPORT LEVELS

This Section 3 describes the Support Services, provided by Elastic for each Support Level, including the hours of operation, response times, methods of support, and other matters applicable to each Support Level. For the purposes of this Support Policy, the following definitions shall apply:

"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.

"Business Hours" means 8:00 a.m.–6:00 p.m. on a Business Day.

"Incident" means a single question or issue submitted by Customer's designated 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 shall use commercially reasonable efforts to meet the applicable "Target Initial Response" times set forth below. Customer acknowledges that the time required for resolution of Incidents may vary depending on the specific circumstances of each Incident, including, without limitation, the nature of the Incident, the extent and accuracy of information available about the Incident, and the level of Customer's cooperation and responsiveness in providing materials, information, access, and support reasonably required by Elastic to achieve Incident resolution. Elastic addresses Incident resolution 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 Elastic Cloud.

For all Support Services requests, Customer must send an email to support@elastic.co or via Elastic's web-based Support Hub (Elastic's preferred method). In either case, a request for Support Services must be submitted prior to engaging an Elastic resource.

Once the appropriate Support Service request is submitted, the most optimal method of contact may be utilized (Email, Phone, or Support Hub), as may be available for the applicable Support Level. Severity Level 1 and 2 Incidents must be submitted via the web-based Support Hub. Severity Level 3 Incidents must be submitted via email or the web-based Support Hub. All email based production tickets will be treated as Severity Level 3.

Features		Subscription Level
		Premium	Enhanced	Based
Normal Hours of Operation		24x7x365		Business Hours in the time zone applicable for the location shown on the Sales Order
Method		Email, phone, or Support Hub
Included Support Contacts		8	8	6
Unlimited Annual Incidents
Target Initial Response Time	Severity Level 1	30 Minutes	1 hour	4 Business Hours
	Severity Level 2	4 Business Hours	4 Business Hours	1 Business Day
	Severity Level 3	1 Business Day	1 Business Day	2 Business Days

4. SEVERITY LEVEL DEFINITIONS

Severity Level 1

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

Severity Level 2

The Customer's Elastic Cloud 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. Elastic will use reasonable efforts during the Business Hours to provide a resolution for any Severity Level 2 errors.

Severity 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 Severity Level 3 Incidents in time for an upcoming update to Elastic Cloud. All inbound production email cases shall have an initial status of Severity 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 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, 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 or the investigation into a potential or actual security incident in a Customer environment, including but not limited to the analysis and response to security events and signals. 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; or (d) any training.

7. VERSION SUPPORT

Visit https://www.elastic.co/guide/en/cloud/current/ec-version-policy.html for details on Elastic's version policy for Elastic Cloud and what happens when a version reaches its end of Maintenance and Support and when Elastic retires a Product.

8. ADDITIONAL SUPPORT SERVICES DESCRIPTIONS

Catalog of Additional Support Services Packages with Full Description and Scope, subject to separate purchase.

Designated Support Engineer

Package SKU Name:

• Support: Designated Support Engineer
• Support (Cloud Only): Designated Support Engineer
• US PubSec Commercial: Designated Support Engineer
• US PubSec Commercial (Cloud Only): Designated Support Engineer

Duration: Minimum 9 months, maximum 3 years

Description
During the Services Period, a named Support Engineer ("Designated Support Engineer" or "DSE") will be available to provide Support Services for active Subscriptions to be agreed upon with Elastic (“DSE Support Subscription”). The DSE will provide Support Services (a) in accordance with the Support Services Policy and the applicable agreement pursuant to which Customer purchased a DSE Support Subscription; and (b) during Available Hours not to exceed (i) twenty-five (25) hours per month or (ii) the number of hours per month purchased by Customer under the relevant DSE Support Subscription ((b)(i) or (b)(ii) shall be referred to as the “Monthly Limit”). Customer will not receive any refund or credit for any portion of the DSE's Monthly Limit that goes unused. If (a) the DSE exceeds the Monthly Limit or (b) a support request is received or Support Services must be delivered outside of the DSE's Available Hours, then Support Services will be delivered by another Elastic support engineer in accordance with the Support Services Policy and the Agreement. The DSE will perform Support Services remotely. The number of Administrative Days in any twelve-month Services Period will not exceed sixteen (16) Business Days (or the prorated number of Business Days for the Services Period). Elastic may at any time and for any reason substitute the DSE with another qualified engineer.

The DSE Support Subscription does not automatically renew. Any renewal will be by mutual agreement only.

Customer profile:

• Can be applied to any Solution(s): Search, Observability, Security, or any other use cases on the Elastic Stack or Elastic Cloud
• Can be applied to the following subscription levels:
  • Elastic Cloud: Platinum and Enterprise
  • Self-managed: Platinum and Enterprise
• Can be applied to any deployment type
• Can only be applied to annual or multi-year subscriptions
• Applicable for customers looking for a more personal experience with Elastic Support, in which a named Support Engineer gains expertise in the customer's use case(s) and architecture(s)
• Applicable for customers who want more proactive services and for Elastic Support to feel like a part of the customer's team

Common tasks within the engagement:

• Assignment of all applicable cases raised during the DSE's Available Hours
• Key business milestone check-ins (e.g., go live, upgrades)
• Guidance and planning (e.g., use case extension, operational best practice audits, post-launch performance assessments, backup and recovery best practice review)
• Technical onboarding support
• Internal advocacy on customer-critical issues

Included in scope:

• Up to 25 hours' work per month
• DSE can work across several use cases or projects on active subscriptions agreed upon with Elastic
• DSE services can only be fulfilled while a supported subscription is active
• DSE availability during Business Hours
• Remote-only assistance
• Monthly check-ins
• Monthly case reports
• Maintained environment profile

Out of scope:

• Writing code
• Directly making changes on Customer's behalf
• On-site visits
• Modification or manipulation of customer production data, applications, or environment
• Review or analysis of customer data, except within a customer-provided, non-production environment
• Deployments that leverage custom integrations
• Recommendations, handling, or administration of third-party software, software data, or systems
• The Designated Support Engineer services are non-transferable and only for Customer's internal use. Customer may not use the Designated Support Engineer to provide Support Services to a third party or for any Subscriptions not designated as a DSE Support Subscription.
• Out of Scope Services and Items: Elastic shall not be responsible for any services or items that are not expressly included in the Support Services Description, which shall be the responsibility of Customer.

The Designated Support Engineer services are Commercial Services as that term is defined in the Federal Acquisition Regulation (FAR) at 48 C.F.R. 2.101

Definitions

• 1. "Administrative Day" is a Business Day consisting of training, volunteer time off, or required attendance at company events.
• 2. "Available Hours" means Business Hours on Business Days, except for Administrative Days.
• 3. "Business Day" is a day that is not (i) a Saturday or Sunday, (ii) a local statutory holiday, or (iii) any additional holiday or paid time off recognized by Elastic, in each case in the location of the Designated Support Engineer performing the Support Services.
• 4. "Business Hours" means the hours between 9:00 a.m. and 5:00 p.m. Monday to Friday in a time zone supported by Elastic.

Download PDF Version or Previous Versions Available Here

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