Elastic Endgame Support 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 IS AS DESCRIBED UNDER THE ENTERPRISE LEVEL AT https://www.elastic.co/support_policy/.

Effective Date: August 3, 2020

This Elastic Endgame Support Services Policy is the primary document used to communicate Elastic's support policies to licensees (each such licensee, a "Customer") of Elastic Endgame ("Software"). As referenced in the agreement under which you obtain a subscription ("Subscription") which includes access to Elastic Endgame Support Services (the "Agreement"), this Elastic Endgame 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 Software. For the avoidance of doubt, Customer acknowledges and agrees that its use of Support Services in connection with the Software shall be governed exclusively by this Elastic Endgame 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 definition set forth in the Agreement.

1. Scope of Elastic Endgame Support Services.

The scope of the Elastic Endgame Support Services provided to Customer includes general assistance and support regarding the use of the Software. Elastic will provide Elastic Endgame Support Services to Customer in accordance with this Elastic Endgame Support Services Policy and the Agreement. Development Support Services are not available for production systems.

2. Elastic Endgame Support Services Offering.

Elastic offers one level of Elastic Endgame Support Services which is described below in Section 3 of this Elastic Endgame 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 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 Support Services may be provided.

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

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

Elastic Endgame Support Level

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

SeverityTarget Response
Level 11 Business Hour
Level 24 Business Hours
Level 31 Business Day

4. Severity Level Definitions.

Level 1
A Level 1 issue is a production down situation. One where production systems are not functioning and no work-around exists. Elastic will use continuous efforts during its normal hours of operation to provide a resolution for any Level 1 errors as soon as is commercially reasonable.

Level 2
A Level 2 issue is one where the Customer's system is functioning for production purposes but in a reduced capacity, such as a problem that is causing significant impact to portions of the Customer's business operations and productivity. Elastic will use continuous efforts during its normal hours of operation 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 of functionality or impact to the Customer's operation 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 release of Software. 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 to requests for Elastic Endgame Support Services.

As a precondition for requesting Elastic Endgame 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 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 Elastic Endgame Support Services.

6. Support Service Exclusions.

Elastic will have no obligation to provide Elastic Endgame 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, or (iv) Customer has not installed or implemented any Software releases made generally available or is not running the then current version of the Software as provided by Elastic. The Elastic Endgame 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 Elastic Endgame Support Services do not include the following: (i) 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); (ii) Customer's failure to comply with operating instructions contained in the documentation; (iii) installation, configuration, management and operation of Customer's applications; (iv) APIs, interfaces or data formats other than those included with the Software; or (v) any training.

7. Version Support.

Elastic will provide Elastic Endgame Support Services as follows:

7.1 A three-place numbering scheme is used to designate released versions of the Software. The format is R.V.M, where 'R' indicates the Release level, 'V' indicates the Version level, and 'M' indicates the Maintenance Fix level. An example would be version 1.1.3. Often in referring to general product versions and releases, the maintenance level is omitted. For example, both 1.1.3 and 1.1.4 may sometimes be referred to as Version 1.1.b. Each Version will be supported for the current version and one version back. Support for each Version is supplied via Maintenance Fixes. Elastic will fix errors only in the most current Maintenance Fix level of the Software. Customer Support will direct customers to existing fixes/patches and workarounds applicable to the reported case. Customer Support may direct customers to upgrade to a more current Release / Version / Maintenance Fix of the Software.

7.2 In the event that support for a Version would normally expire under Section 7.1 and no later Version has been released, support for the old Version will be extended until the date that is thirty (30) days after the date on which a new Version is released.

7.3 In the event that support for a Version would normally expire under Section 7.1, and/or no further Versions are planned, a product and associated Support Services may be end-of-life. The decision to end-of-life any Software and associated Support Services will be announced to Customer twelve (12) months ahead of the date that support for all Versions of any Software will no longer be available.

8. System Requirements

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