Elastic Support Services Policy - English

RSS

Not for editing

Effective Date: October 1, 2022

This Elastic Support Services Policy is the primary document used to communicate Elastic's support policies to licensees of Elastic software products (each such licensee, a "Customer"), including Elastic's software products available under both proprietary licenses and open source licenses (collectively, "Software"). As referenced either in the proprietary license agreement under which you obtain and are granted the right to use Elastic's commercial software and/or the agreement under which you obtain a subscription ("Subscription") to Elastic's support services (in each case, the "Agreement"), 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. Support Services for Federal Subscriptions will be provided in accordance with the U.S. Federal Support Policy available at: https://www.elastic.co/support_policy/federal.

1. Scope of Support Services.

The scope of the Support Services provided to Customer includes general assistance and support regarding the installation of the Software and basic technical configuration of the Software, as well as developer assistance on how to use the Software. Elastic will provide Support Services to Customer in accordance with this Support Services Policy and the Agreement. Development Support Services are not available for production systems.

2. Support Services Offerings.

Elastic offers four 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.

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, 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 Elastic to make use of the Support Services.


Enterprise Level

  • Normal Hours of Operation: 24 x 7 x 365
  • Method: email, phone or support portal
  • Maximum number of Support Contacts: 8
  • Emergency Patches: yes
  • Annual Incidents: unlimited
  • Eligible Features and Functions: www.elastic.co/subscriptions
SeverityTarget Initial Response
Level 11 Hour
Level 24 Hours
Level 31 Business Day


Platinum Level

  • Normal Hours of Operation: 24 x 7 x 365
  • Method: email, phone or support portal
  • Maximum number of Support Contacts: 8
  • Emergency Patches: yes
  • Annual Incidents: unlimited
  • Eligible Features and Functions: www.elastic.co/subscriptions
SeverityTarget Initial Response
Level 11 Hour
Level 24 Hours
Level 31 Business Day


Gold Level

  • Normal Hours of Operation: 8AM – 6PM business hours in the time zone applicable for the location shown on the Sales Order
  • Method: email, phone or support portal
  • Maximum number of Support Contacts: 6
  • Emergency Patches: no
  • Annual Incidents: unlimited
  • Eligible Features and Functions: www.elastic.co/subscriptions
SeverityTarget Initial Response
Level 14 Business Hours
Level 21 Business Day
Level 32 Business Days


Startup Silver Level

  • Normal Hours of Operation: 8AM – 6PM business hours in the time zone applicable for the location shown on the Sales Order
  • Method: support portal only
  • Maximum number of Support Contacts: 2
  • Emergency Patches: no
  • Eligible Features and Functions: Same as Platinum, see www.elastic.co/subscriptions
SeverityTarget Initial Response
Level 11 Business Day
Level 22 Business Days
Level 34 Business Days


Development Level

  • Normal Hours of Operation: 8AM – 6PM business hours in the time zone applicable for the location shown on the Sales Order
  • Method: email, phone or support portal
  • Maximum number of Developers Support Contacts: 3 (additional Support Contacts may be purchased in increments of 3 at an additional cost).
  • Emergency Patches: no
  • Annual Incidents: unlimited
  • Eligible Features and Functions: Same as Platinum, see www.elastic.co/subscriptions
SeverityTarget Initial Response
Level 12 Business Days
Level 22 Business Days
Level 32 Business Days


4. Severity Level Definitions.

Level 1

The Customer's 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 for the applicable Subscription level to provide a resolution for any Level 1 errors as soon as is commercially reasonable.

Level 2

The Customer’s environment is functioning, but Software 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 continuous efforts during the Normal Hours of Operation stated above for the applicable Subscription level 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 release of Software. All inbound production email cases shall have an initial status of Level 3.

5. Customer Obligations.

Customer must provide a functional Project/Application description at time of order to clearly define the Project/Application Elastic will be supporting. 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 (A) must have an Elastic Cloud account, use of which is subject to the terms available at: https://www.elastic.co/legal/elastic-cloud-account-terms, and (B) 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.

CUSTOMER AGREES NOT TO USE THE SUPPORT SERVICES IN CONNECTION WITH THE DEVELOPMENT, DEPLOYMENT, ENABLEMENT AND/OR MAINTENANCE OF ANY NON-ELASTIC SOFTWARE THAT COMPETES WITH ELASTIC'S SOFTWARE PRODUCTS.

6. Support Service Exclusions.

Elastic will have no obligation to provide Support Services to Customer in the event that (i) the Software 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 Software, a hardware malfunction, or other causes beyond the reasonable control of Elastic, (iii) the problem is due to third party software, (iv) the Software is being hosted by a third party that is offering the Software as a service, (v) Customer has not installed or implemented any Software releases made generally available or is not running a then supported version of the Software as provided by Elastic as defined in Section 7, or (vi) information requested by Customer could reasonably be expected to assist in the development, deployment, enablement and/or maintenance of any non-Elastic software that competes with Elastic's commercial software products. The Support Services do not cover the support of any third party software which integrates with the Software 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) use of any version of a Software that is not designated as a production release (such as a milestone or release candidate or code contained in the sandbox or any other repository that is not packaged into a production release distribution); (b) Customer's failure to comply with operating instructions contained in the documentation; (c) installation, configuration, management and operation of Customer's applications; (d) APIs, interfaces or data formats other than those included with the Software; or (e) any training. In addition, Development Level Support Services are available only for one Project/Application per Agreement and may not be used at all for Production systems where "Production" means the system is using/processing live data.

7. Version Support.

tl;dr: Elastic will provide maintenance for each major release series for the longer of 30 months after the GA date of the major release or 6 months after the GA date of the subsequent major release. Elastic will provide support assistance to Customers for each major release series during the maintenance period and for an additional 6 months after maintenance has ended.

7.1 Definitions:

7.1.1 We use the term "release" to refer to a Software upgrade package that Elastic makes available to its Customers. Elastic uses a version code that is constructed of three numbers separated by dots: the leftmost number is the number of the major release, the middle number is the number of the minor release and the rightmost number is the number of the maintenance release (e.g., 8.3.2 means major release 8, minor release 3 and maintenance release 2).

7.1.2 We use the term "maintenance" to refer to the release of Software upgrade packages in the form of minor releases and maintenance releases.

7.2 Maintenance Policy:

7.2.1 Elastic will maintain (i.e., provide fixes for) each major release for the longer of (i) 30 months after the general availability ("GA") date of the major release (e.g., 8.0.0) or (ii) 6 months after the GA date of the subsequent major release (e.g., 9.0.0) ("Maintenance Term"). Elastic will provide maintenance for each major release during the Maintenance Term in the form of minor releases or maintenance releases to the latest minor release. Elastic may provide maintenance releases to fix software errors or address security vulnerabilities.

7.2.2 As part of providing maintenance, Elastic may direct a customer to upgrade to the latest minor release or maintenance release of the most current major release.

7.3 Support Policy:

7.3.1 Elastic will provide support assistance for each major release during the Maintenance Term and for an additional 6 months after the Maintenance Term ("Support Term"). Elastic will provide support for all minor releases and maintenance releases of the major release during the Support Term.

7.3.2 As part of providing support, Elastic may direct a customer to upgrade to the latest minor release or maintenance release of the most current major release. Elastic is not obligated to undertake development work when providing support for a release after the applicable Maintenance Term ends.

7.4 Software End of Life Policy:

If Elastic decides to retire a Software product, Elastic will notify Customer ("EOL Notice"). In such an event, no new major releases will be forthcoming, but Elastic will maintain such Software and provide support assistance to Customer for at least 12 months after the EOL Notice date.

View Elastic Product End of Life Tables.

8. Supported Platforms

A number of platform and software configurations are eligible for Elastic Support Services. View Support Matrix.