Support
Version: June 28th, 2023
BY ACCEPTING THESE SUPPORT TERMS THROUGH AN ORDERING DOCUMENT THAT INCORPORATES THE AGREEMENT BETWEEN YOU AND ALATION (THE “ORDER”), YOU AGREE TO FOLLOW AND BE BOUND BY IT. IF YOU ARE ACCEPTING THE TERMS ON BEHALF OF A COMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THE TERMS AND, IN SUCH EVENT, “CUSTOMER” AS USED IN THIS TERMS AND IN THE AGREEMENT SHALL REFER TO SUCH ENTITY.
Capitalized terms used in this Support document and not defined herein will have the meanings given in the Agreement between Alation and Customer or in the Documentation. Alation reserves the right to modify the Support to reflect new features or changing practices, but the modifications will not materially decrease Alation’s overall obligations during the Support Term.
1. Support Services
Subject to Customer’s timely payment of applicable Fees (as provided in the Order), Alation will provide Support services to Customer during the specified period in the Order. Support starts on the delivery of the Alation Software and continues until terminated hereunder. Support must be ordered for all Alation Software. Customer may not purchase or renew Support for a subset of its licenses only. Fees for Support services do not include implementation, training and other Professional Services, such as project management, conversion, report writing, and external systems interface development. With respect to third party Alation Software, Alation’s obligation is limited to using commercially reasonable efforts to obtain Support from the third party owner of such third party Alation Software.
2. Updates
Alation shall notify Customer of any Update and shall provide such Updates upon Customer’s request. Alation is under no obligation to develop any future programs or functionality. Alation is under no obligation to provide Support with respect to: (i) Alation Software that has been altered or modified by anyone other than Alation or its licensors; (ii) Alation Software used other than in accordance with the Documentation or other than on a certified operating environment; (iii) discrepancies that do not materially impair or affect the operation of the Alation Software or its functionality; or (iv) any systems or programs not supplied by Alation.
3. Version Support
Alation will provide technical support for the then-current version of the Alation Software. Alation may, at some point in the future, end-of-life or deprecate the current Alation Software in place of new versions of the Alation Software. No Support shall be provided for Alation Software other than the then-current version or, for one year after an Update is made generally available, for the immediately preceding versions of the Alation Software. For the avoidance of doubt, Updates provided under Support services are subsequent releases to the Alation Software. If an error was corrected or is not present in a more current version of the Alation Software, Alation shall have no obligation to correct such Errors in prior versions of the Alation Software.Notwithstanding the foregoing, Alation will provide technical support for the then-current version of the Alation Agent or for the immediately preceding two (2) versions of the Alation Agent made generally available, regardless of the version of the Alation Software. If an Error was corrected or is not present in a more current version of the Alation Agent, Alation shall have no obligation to correct such Errors in prior versions of the Alation Agent.
4. Training Requirements
It is Customer’s responsibility to ensure that all Named Users receive initial training services sufficient to enable Customer to effectively use the Alation Software.
5. Support Classification
Support will be determined by priority as assigned by Alation based on these guidelines:
Severity | Initial Response Time | Resolution Path |
|---|---|---|
P1 | 4 hours | As soon as feasible |
P2 | 4 hours or next business day | As soon as feasible |
P3 | 8 hours or next business day | At Alation’s sole discretion |
P4 | 8 hours or next business day | At Alation’s sole discretion |
(i) P1 –Customer’s production use of the Alation Software is stopped or so severely impacted that Customer cannot reasonably continue work using the Alation Software. In addition to the foregoing, a Severity P1 service request has one or more of the following characteristics:
System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
System crashes, and crashes repeatedly after restart attempts
Except as otherwise specified herein, reasonable efforts will be made to respond to Severity 1 service requests within four hours and to provide a resolution or workaround to the issue, so long as it is reproducible, as soon as is feasible. Customer is requested to propose this severity classification with great care, and the classification is subject to Alation’s approval, so that valid Severity P1 situations obtain the necessary resource allocation from Alation.
(ii) P2 – Customer’s production use of the Alation Software is severely impacted where important, but not mission critical, features are unavailable with no acceptable workaround.
Except as otherwise specified herein, reasonable efforts will be made to respond to Severity 2 service requests within four hours and during its normal hours of operation (8am-5pm local time where purchased, M-F) and to provide a resolution, so long as it is reproducible, as soon as is feasible. Customer is requested to propose this severity classification with care, and the classification is subject to Alation’s approval, so that valid Severity 2 situations obtain the necessary resource allocation from Alation.
(iii) P3 – Customer’s production use of the Alation Software is impacted where a non-core capability is interrupted or operating at reduced capacity and no reasonable workaround is available. Alternatively, test or development use of Alation Software is severely or completely impacted. The classification is subject to Alation’s approval.
Except as otherwise specified herein, reasonable efforts will be made to respond to Severity P3 service requests within eight hours or the next business day and during its normal hours of operation (8am-5pm local time where purchased, M-F) to provide a resolution, so long as it is reproducible, in the next minor release of the Alation Software.
(iv) P4 – Customer’s production use of the Alation Software is impacted where a non-core defect is discovered, but not impacting Customer’s reasonable use of the Alation Software. Alternatively, test or development use of Alation Software is interrupted or operating at reduced capacity.
Except as otherwise specified herein, reasonable efforts will be made to respond to Severity P4 service requests within eight hours and during its normal hours of operation (8am-5pm local time where purchased, M- F), and resolution will be at Alation’s sole discretion.
Mission Critical Support: For customers who have purchased this entitlement.
Severity | Initial Response Time | Resolution Path |
P1 | 1 hour | As soon as feasible |
P2 | 2 hours or next business day | As soon as feasible |
P3 | 8 hours or next business day | At Alation’s sole discretion |
P4 | 8 hours or next business day | At Alation’s sole discretion |
(i) P1 –Customer’s production use of the Alation Software is stopped or so severely impacted that Customer cannot reasonably continue work using the Alation Software. In addition to the foregoing, a Severity P1 service request has one or more of the following characteristics:
System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
System crashes, and crashes repeatedly after restart attempts
Except as otherwise specified herein, reasonable efforts will be made to respond to Severity 1 service requests within one hour and to provide a resolution or workaround to the issue, so long as it is reproducible, as soon as is feasible. Customer is requested to propose this severity classification with great care, and the classification is subject to Alation’s approval, so that valid Severity P1 situations obtain the necessary resource allocation from Alation.
(ii) P2 – Customer’s production use of the Alation Software is severely impacted where important, but not mission critical, features are unavailable with no acceptable workaround.
Except as otherwise specified herein, reasonable efforts will be made to respond to Severity 2 service requests within two hours and to provide a resolution or workaround to the issue, so long as it is reproducible, as soon as is feasible. Customer is requested to propose this severity classification with great care, and the classification is subject to Alation’s approval, so that valid Severity P2 situations obtain the necessary resource allocation from Alation.
(iii) P3 – Customer’s production use of the Alation Software is impacted where a non-core capability is interrupted or operating at reduced capacity and no reasonable workaround is available. Alternatively, test or development use of Alation Software is severely or completely impacted. The classification is subject to Alation’s approval.
Except as otherwise specified herein, reasonable efforts will be made to respond to Severity P3 service requests within eight hours or the next business day and during its normal hours of operation (8am-5pm local time where purchased, M-F) to provide a resolution, so long as it is reproducible, in the next minor release of the Alation Software.
(iv) P4 – Customer’s production use of the Alation Software is impacted where a non-core defect is discovered, but not impacting Customer’s reasonable use of the Alation Software. Alternatively, test or development use of Alation Software is interrupted or operating at reduced capacity.
Except as otherwise specified herein, reasonable efforts will be made to respond to Severity P4 service requests within eight hours and during its normal hours of operation (8am-5pm local time where purchased, M- F), and resolution will be at Alation’s sole discretion.
——————–