ALATION SUPPORT
If you started your subscription before the version date displayed in this document, please review your terms at Alation Legacy Agreements.
Version: August 25, 2025
Capitalized terms used in this Support document and not defined herein will have the meanings given in the Agreement or the Documentation. For purposes of this Support document, the definition of “Alation Cloud” also includes “Alation Software”.
1. General
1.1 Support requests. Subject to Customer’s timely payment of applicable Fees, Customer may submit a support request and Alation will provide Support services to Customer. Support starts on the Start Date (as defined in the Order Form) and continues for the Subscription Term, unless earlier terminated pursuant to the Agreement.
1.2 Exclusions. Support services do not include implementation or launch of Alation Cloud, training, and other Professional Services, such as project management, conversion, report writing, and external systems interface development. With respect to third-party platform, add-on, service, code or product not provided by Alation that Customer elects to integrate or enable within the Alation Cloud (“Third-Party Platform”), Alation’s obligation is limited to using commercially reasonable efforts to obtain support from the providers of such Third-Party Platform. Alation will have no obligation to provide Support to the extent an incident arises from (a) Customer’s use of the Alation Cloud in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Alation’s reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure; or (d) Third-Party Platform problems.
1.3 Language. Alation provides Support services exclusively in the English language.
1.4 USA Support. Subject to a separate purchase, Alation may offer Support services regionally, provided that such Support is delivered exclusively from within the United States of America.
2. Standard Support Classification
Support will be determined by incident priority as assigned by Alation based on these guidelines:
Severity Level | Description | Target Response Time |
P1 | Customer’s production use of the Alation Cloud is stopped or so severely impacted that Customer cannot reasonably continue work using the Alation Cloud, displaying one or more of the following characteristics: System is down, UI is not accessible, system hangs indefinitely, causing unacceptable or indefinite delays for resources or response, system crashes, and crashes repeatedly after restart attempts. | 4 hours |
P2 | Customer’s production use of the Alation Cloud is severely impacted where important, but not business critical, features, application and processes are unavailable with no acceptable workaround. E.g. a major module being unavailable, significant performance degradation for many users or a critical process/report failing. | 4 Business Hours* or next business day |
P3 | Customer’s production use of the Alation Cloud is impacted so that a non-core capability is interrupted or operating at reduced capacity. Alternatively, test or development use of Alation Cloud is severely or completely impacted. A limited number of users or a non-critical part of the system is affected. Business operations are not halted. E.g. a non-essential feature not performing correctly or a minor UI bug. | 8 Business Hours* or next business day |
P4 | A cosmetic issue or general inquiry with no significant impact on functionality or business operations. Customer’s production use of the Alation Cloud is impacted so that a non-core minor issue is discovered, but not impacting Customer’s reasonable use of the Alation Cloud. Alternatively, test or development use of Alation Cloud is interrupted or operating at reduced capacity. | 8 Business Hours* or next business day |
*Business Hours are defined as the normal business hours (Monday - Friday, 8am - 5pm), depending on the preferred support region agreed by the Parties.
Incidents may be addressed through several solutions, including defining workarounds, developing hotfixes, or through an upcoming product release, based on the incident severity and priority.
3. Mission Critical Support Classification (standalone purchase)
3.1 Mission Critical Support classification. For Customers who have purchased the Mission Critical Support, Support will be determined by incident priority as assigned by Alation based on the guidelines below, including that Customer will receive 24x7 (24 hours/7 days a week) Support for P1 and P2 incidents.
Severity Level | Description | Target Response Time |
P1 | Customer’s production use of the Alation Cloud is stopped or so severely impacted that Customer cannot reasonably continue work using the Alation Cloud, displaying one or more of the following characteristics: System is down, UI is not accessible, system hangs indefinitely, causing unacceptable or indefinite delays for resources or response, system crashes, and crashes repeatedly after restart attempts. | 1 hour |
P2 | Customer’s production use of the Alation Cloud is severely impacted where important, but not business critical, features, application and processes are unavailable with no acceptable workaround. E.g. a major module being unavailable, significant performance degradation for many users or a critical process/report failing. | 2 hours |
P3 | Customer’s production use of the Alation Cloud is impacted so that a non-core capability is interrupted or operating at reduced capacity. Alternatively, test or development use of Alation Cloud is severely or completely impacted. A limited number of users or a non-critical part of the system is affected. Business operations are not halted. E.g. a non-essential feature not performing correctly or a minor UI bug. | 8 Business Hours* or next business day |
P4 | A cosmetic issue or general inquiry with no significant impact on functionality or business operations. Customer’s production use of the Alation Cloud is impacted so that a non-core minor issue is discovered, but not impacting Customer’s reasonable use of the Alation Cloud. Alternatively, test or development use of Alation Cloud is interrupted or operating at reduced capacity. | 8 Business Hours* or next business day |
*Business Hours are defined as the normal business hours (Monday - Friday, 8am - 5pm), depending on the preferred support region agreed by the Parties.
Incidents may be addressed through several solutions, including defining workarounds, developing hotfixes, or through an upcoming product release, based on the incident severity and priority.
3.2 Mission Critical Support Designated Support Engineer. Customers who have purchased Mission Critical Support will have a designated support engineer (DSE) who is region-based, as agreed, to serve as Customer’s primary contact for support requests and to facilitate the Customer’s technical needs regarding the Alation Cloud.
4. Support Progression
Alation reserves the right to modify Support to reflect new features or changing practices, provided that the modifications will not materially decrease Alation’s overall obligations during the Term. Alation does not commit to deliver any particular enhancement request.