Elastic Endgame Service Support Services Policy

THIS POLICY HAS BEEN DEPRECATED AS OF AUGUST 10, 2021 AND IS TO BE USED FOR ARCHIVAL PURPOSES ONLY. THE CURRENT SUPPORT SERVICES POLICY APPLICABLE TO ELASTIC ENDGAME SERVICE IS AS DESCRIBED UNDER THE ELASTICSEARCH SERVICE ENTERPRISE LEVEL AT https://www.elastic.co/legal/support_policy/cloud_premium.

This Elastic Endgame Service 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 Endgame Service ("Service"). This Elastic Endgame Service Support Services Policy sets forth Elastic's support terms and conditions, as well as provides a description of Elastic's technical support level, for the Service. For the avoidance of doubt, Customer acknowledges and agrees that its use of Support Services in connection with the Service shall be governed exclusively by this Elastic Endgame Service Support Services Policy and not any other support services policy that may be set forth in the Agreement and generally applicable to Customer's use of Support Services for Elastic products. Capitalized terms not defined herein have the definitions set forth in the applicable agreement pursuant to which Customer purchased the Subscription.

1. Scope of Elastic Endgame Service Support Services.

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

2. Elastic Endgame Service Support Services Offering.

Elastic offers one level of Elastic Endgame Service Support Services which is described below in Section 3 of this Elastic Endgame Service Support Services Policy, and is subject to the specific terms and conditions set forth therein regarding hours of operation, response times, methods of support and other matters. 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. Elastic Endgame Service Support Subscription Level.

All support requests must be submitted as follows:

Severity level 1 and 2 issues must be filed via the web-based support portal found at support.endgame.com. Severity level 3 issues may be filed by registered contacts via support.endgame.com or email to support@endgame.com. All e-mail based 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 Elastic Endgame Service Support Services may be provided.

"Incident" means a single question or issue posed by a Support Contact using the Elastic Endgame Service Support Services.

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

Elastic Endgame Service Support Level

• Normal Hours of Operation: 8AM-8PM US Eastern Time
• Maximum number of Support Contacts: 8
• Annual Incidents: Unlimited

4. Severity Level Definitions.

Level 1

A Level 1 issue is a major production error within the Service that severely impacts the Customer's use of the Service 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 the Service where the Service 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 the Service 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 the Service. All inbound production email cases shall have an initial status of Level 3.

5. Customer Obligations.

Customer must provide a detailed description at time of request to clearly define the issue. Customer is responsible for ensuring that its personnel that interact with Elastic have sufficient language and technical skills, and respond to and cooperate with Elastic in a timely manner in connection with requests for Elastic Endgame Service Support Services.

As a precondition for requesting Elastic Endgame Service Support Services from Elastic, Customer agrees 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 Elastic Endgame Service Support Services; (iii) make reasonable attempts and expend reasonable resources to provide any data reasonably requested by Elastic to adequately address the potential problem; and (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 Elastic Endgame Service Support Services.

6. Support Service Exclusions.

Elastic will have no obligation to provide Elastic Endgame Service Support Services to Customer in the event that (i) the 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 the Service, or other causes beyond the reasonable control of Elastic, or (iii) the problem is due to third party software. The Elastic Endgame Service Support Services do not cover the support of any third-party software which integrates with the Service 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 Elastic Endgame Service 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 the Service; or (d) any training.

7. System Requirements

Customer's deployment of endpoints to be used with the Service must meet certain system requirements to be eligible for Elastic Endgame Service Support Services. View system requirements.