Pyroscope Support Services Policy
Last modified: January 28, 2021
Pyroscope will provide following Support Services purchased by Customer for the Software or Services specified on an Order Form. The Support Services are intended only for the internal use of Customer (including through its contractors and agents) and for the benefit of the Customer and may not be used in support of any third party, unless otherwise noted in an Order Form.
Overview
Support Services are delivered over a specific term as part of a Subscription, typically having a minimum one-year term period, and provide expert technical support, technical assistance, Software Updates, documentation, and knowledge-base access. This Pyroscope Subscription, with its superior support, service offerings, and any applicable licensing, is provided throughout the entire data application and operational lifecycle: from development and proof-of-concept, to QA / test, to deployment, and during production.
Pyroscope offers Support Services to Customerâs Named Contacts for general guidance and to fix Errors with the Software or Cloud Services, if applicable. Pyroscope will make commercially reasonable efforts to respond to Customer service requests delivered by a Named Contact to Pyroscope within a target response time, as specified below, based on the severity of the service request. The target response time is the time in which Pyroscope will make an initial response to the Named Contact, but it does not mean the time by which an Error is fixed or in which the assistance is completed. This initial response may include questions seeking to clarify the problem or gather information on why the problem occurred, and Pyroscope may be unable to start resolving the problem without the additional requested information.
Support Services Prerequisites
Customer agrees to appoint a specific individual for each Named Contact and will notify Pyroscope in the event of any change. Named Contacts will be enabled to use the Pyroscope Support Portal which may not be shared with other individuals in the Customerâs organization. Named Contacts may not automatically forward requests from other individuals who are not also Named Contacts. Each contact must have full administrative access to all databases, services, files, and file systems, as applicable, that are required for troubleshooting and proper operation of the Software or Cloud Services, if applicable. Named Contacts must communicate with Pyroscope in English.
Customer will cooperate with and provide assistance to Pyroscope as Pyroscope may reasonably request in order to assist Pyroscope in the performance of Support, including, without limitation, providing all necessary assistance and information (according to the formats, templates, and information as specified by Pyroscope) to Pyroscopeâs support personnel reasonably required to enable such personnel to determine if a problem is related to an Error or is due to some other issue.
Customer will use commercially reasonable efforts to provide Pyroscope functioning test code which reproduces and isolates the Error. The test code will have extraneous comments and code removed, will be fully self-contained and automated to the extent possible, and will demonstrate the precise Error reported rather than other possible problems. The test code must be reproducible on Pyroscopeâs test systems. If Customer finds it necessary or expedient to include third-party code or libraries in the test code submitted to Pyroscope, Customer is responsible for obtaining permission from the applicable third party for such submission. Pyroscope undertakes no support obligations whatsoever with respect to any products other than the Software or Cloud Services, if applicable. If Customer does not provide test code which reproduces the problem, Pyroscope may be unable to resolve the Error.
Customer will use commercially reasonable efforts to provide Pyroscope with access (via screen share) to the extent reasonably necessary to allow Pyroscope to provide the Support Services. If Customer does not provide Pyroscope with such access, Pyroscope may be unable to correct the Error.
In the event that an Error is discovered in the Software, Customer may notify Pyroscope of the Error via a Pyroscope-designated support portal (for Severity 1 and 2 Errors) or email, providing the standard problem description information as defined by Pyroscopeâs support group. Response delivery is as set forth below. Customer must provide Pyroscope with a continually-available engineer who will promptly assist the support and development organizations with data gathering, testing, and applying all fixes to the applicable environment for Severity Level 1 (Critical) or Severity Level 2 (High) Errors.
Release Updates
Pyroscope provides Updates to Software as Major Releases, Minor Releases, and Maintenance Releases. Pyroscope delivers Support Services in two distinct phases, Full Support and Technical Guidance. All new capabilities and product enhancements will be made to the latest Major Release or Minor Release, while Maintenance Releases may also be made to older Major Releases and Minor Releases.
Support Subscription Offering
- High-quality Software
- Pyroscope Software tuned and optimized to run on Pyroscope-supported versions of PostgreSQL (as part of Pyroscope development and release schedules)
- Updates for Pyroscope Software
- Superior support
- Pyroscope Slack access for Named Contacts, email access, and scheduled call backs
- 24 x 7 technical support for production down or impaired issues
- Consultative technical assistance, including for operational and development issues
- Support is provided for a Named Application, Deployment, or Use Case, per Subscription Terms
- Pyroscope supports the latest generally-available Major Release or Minor Release and one (1) immediately prior Minor Release through Full Support, and supports any Major Release and Minor Release that is made generally available in the preceding twelve (12) months through Technical Guidance.
Pyroscope Gold Support (Self-Managed)
- Scoped to self-managed and on-premise deployments of Pyroscope
- Support Portal access, email, and scheduled call backs with the following Target Service Levels
- Severity 1 issues â 1 hour target response time 24x7
- Severity 2 issues â 4 hours target response time 24x7
- Severity 3 issues â 1 business day target response time during Pyroscope business hours
Pyroscope Cloud Production Support
- Scoped to Cloud Services and associated cloud-managed Pyroscope
- Support Portal access, email, and scheduled call backs with the following Target Service Levels
- Severity 1 issues â 1 hour target response time 24x7
- Severity 2 issues â 4 hours target response time 24x7
- Severity 3 issues â 1 business day target response time during Pyroscope business hours
Definitions of Severity Levels
- Severity 1, Critical: Production system is down
- Severity 2, High: Production issue where the system is functioning but in a degraded or restricted capacity
- Severity 3, Moderate: All other issues
Support Escalation
Customer may escalate a Support issue if Pyroscope does not respond to any of Customerâs support request(s) in a manner required under this Policy or if Customer is concerned with the progress or resolution of a reported Support issue.
Exclusions
Pyroscope will not be responsible to provide any Support Services arising out of any of the following events, and in no event will Pyroscope be liable for any failure to meet the Target Services Levels, for any issues arising out of the following events:
- A failure of hardware, equipment, or programs not covered by a Pyroscope Subscription;
- Use of software not provided by or on behalf of Pyroscope as part of a Pyroscope Subscription; Pyroscope only provides support for generally-available releases obtained via Pyroscope-designated portals or channels;
- Use in a production environment of any release of the Software not marked or referenced as âGenerally Availableâ;
- Use of a release of the Software that is not currently under support;
- Any cause or causes beyond the reasonable control of Pyroscope (e.g., floods, fires, loss of electricity or other utilities, or any other force majeure event), or errors arising from anything other than the Software;
- Customerâs failure to comply with operating instructions contained in the Documentation;
- Any modification, enhancement, or customization of the Software by anyone other than Pyroscope or a party on behalf of Pyroscope;
- Installation, configuration, management, and operation of the Customerâs applications;
- APIs, interfaces, web services, or data formats other than those included with the Software; or
- Any third-party products except to the extent that they are provided by or on behalf of Pyroscope, and then only in support of the specific interaction with or use of that is intended by Pyroscope.
Pyroscope will have no obligation to provide Support if Customer has not paid all applicable fees and other amounts payable pursuant to its Pyroscope Subscription or is otherwise not in material compliance with the terms of this Subscription or its Support Agreement.
Miscellaneous
- During a Pyroscope Subscription, Updates for the Pyroscope Software will be made available through standard distribution methods.
- Pyroscope reserves the right, at any time, to withdraw the availability of support for the Software with twelve (12) months prior written notice.
- Pyroscope business hours are 9am â 5pm Pacific Time, excluding weekends and Pyroscope holidays.
- All Support Services are delivered in English.
Definitions
- âFull Supportâ means technical assistance, knowledge, and Software updates delivered to Customer according to the criteria as detailed in this Support Services Policy, including Maintenance Releases made on a Major Release or Minor Release currently under Full Support.
- âMaintenance Releaseâ means generally available Software releases that deliver Error corrections that are affecting users, including maintenance updates, bug fixes, and security vulnerability resolutions, and cannot wait for the next Minor Release. They incorporate all applicable Error corrections made in prior Maintenance Releases. Maintenance Releases are designated by a change to the far right of second decimal point of the Softwareâs version number (e.g., x.x.2, x.x.3, x.x.4).
- âMajor Releaseâ means generally available Software releases that deliver new major and minor capabilities, occasional major architectural changes, enhancements to existing capabilities, and Error corrections. Major Releases of the Software are designated by a change in the number to the left of the first decimal point of the Softwareâs version number (e.g., 1.x.x, 2.x.x, 3.x.x, which may also just be written with a single decimal point such as 1.x, 2.x, 3.x).
- âMinor Releaseâ means generally available Software releases that deliver new minor capabilities, enhancements to existing capabilities, and Error corrections. Minor Releases are designated by a change in the number to the right of the first decimal point of the Softwareâs version number (e.g., x.4.x, x.5.x, x.6.x, which may also just be written with a single decimal point such as x.4, x.5, x.6).
- âNamed Contactâ means a Customer employee who is eligible to report Errors or support requests to Pyroscope, and who both is trained and knowledgeable on the Software and is capable of performing duties and tasks as reasonably required by Pyroscope.
- âTechnical Guidanceâ means technical assistance, knowledge, and Software updates delivered to Customer according to the criteria as detailed in this Support Services Policy, including Maintenance Releases made on a Major Release or Minor Release currently under Technical Guidance, whereby such Maintenance Releases are limited only to Error corrections related to updating the Software to a Fully-Supported Release or to security vulnerability resolutions.
- âUpdateâ means a Major Release, Minor Release, and/or Maintenance Release.