Last Updated: 10-10-2023
Support
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 WILL 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. For purposes of this Support document, the definition of “Alation Software” also includes “Alation Cloud”. 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
1.1 Subject to Customer’s timely payment of applicable Fees (as provided in the Order Form), 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 in accordance with the Agreement.
1.2 Exclusions. Support services do not include implementation or launch of the Alation Software, 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 Software (“Third-Party Platform”), Alation’s obligation is limited to using commercially reasonable efforts to obtain support from the third-party owner 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 Software 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.
2. 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 Software is stopped or so severely impacted that Customer cannot reasonably continue work using the Alation Software, displaying 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. | 4 hours |
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. | 4 Business Hours or next business day |
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. | 8 Business Hours* or next business day |
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.
| 8 Business Hours* or next business day |
*Business Hours is defined as Customer’s normal business hours (Monday-Friday, 8am-5pm), depending on the time zone of Customer’s address set out in the Order Form.
Incidents may be addressed through a number of mechanisms, including defining workarounds, developing hotfixes, or through an upcoming product release, based on the incident severity and priority.
3. Mission Critical Support: for Customers who have purchased this entitlement
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 Software is stopped or so severely impacted that Customer cannot reasonably continue work using the Alation Software, displaying 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. | 1 hour |
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. | 2 hours |
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. | 8 Business Hours* or next business day |
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. | 8 Business Hours* or next business day |
*Business Hours is defined as Customer’s normal business hours (Monday-Friday, 8am-5pm), depending on the time zone of Customer’s address set out in the Order Form.
3.1 Mission Critical Support Designated Engineer
Customers who have purchased Mission Critical Support will have a designated support engineer that is region-based, as selected by Customer, to serve as Customer’s primary contact for support requests and to facilitate the Customer’s technical needs regarding the Alation Software.
4. Updates and Version Support
Alation will notify Customer of any Update to the Alation Software in advance. If an error was corrected or is not present in a more current version of the Alation Software, Alation will have no obligation to correct such error in prior versions of the Alation Software. Alation may, at some point in the future and upon providing advance notice, end-of-life or deprecate the current Alation Software in place of new versions of the Alation Software.
Where a new capability of the Alation Software has been identified as desirable with respect to Customer’s use of the product, Alation will scope and track the request internally. Alation will work with Customer to understand Customer’s relative priority for these enhancements, in order to align its product development roadmap effectively across Alation’s customers. Alation makes no commitment to deliver any particular enhancement request.