Capitalized terms not defined below will have the meaning set forth in the Agreement.
2. Support Services
2.1 Customer Support Portal: Confluent shall provide the Support Services through its online support portal (“Support Portal”) which enables submission of support requests at times applicable to the level of support purchased by Customer. For Priority Level 1 and Priority Level 2 Issues, Customer must report the Issue to Confluent via the Support Portal initially, while Priority Level 3 and Priority Level 4 Issues may be filed initially via email. Confluent may re-assign the priority level in its sole discretion. When necessary, telephone support discussions will be scheduled in advance at a time mutually agreed by the parties and for durations and at a frequency that is commercially reasonable for Confluent. Support Services will be provided in English.
2.2 Hours of Operation: Customer may submit support requests twenty-four (24) hours a day, seven (7) days per week.
2.3 Issue Prioritization & Initial Response Time SLAs: Issues will be categorized by priority level in accordance with the following definitions and Confluent will take the following actions:
|Issue Priority Definitions & Confluent Actions|
|Priority Level||Definition||Confluent Actions|
|P1||A Priority One Error means the (i) Confluent Cloud Enterprise Service is severely impacted or completely shut down, or (ii) Confluent Cloud Enterprise Service operations or mission-critical applications are down.||Confluent will: (i) assign specialists to correct the Issue; (ii) providing ongoing communication on the status of the Update or Issue resolution; and (iii) simultaneously begin work to provide a temporary Workaround or Fix.|
|P2||A Priority Two Error means (a) the Confluent Cloud Enterprise Service is functioning with limited capabilities, (b) the Confluent Cloud Enterprise Service is unstable with periodic interruptions, (c) there is an Issue in an application in development that is in final testing, facing a critical time frame of going into production use or (y), due to an Issue, development efforts cannot proceed for an application in development.||Confluent will: (i) assign specialists to correct the Issue; (ii) providing ongoing communication on the status of the Update or Issue resolution; and (iii) simultaneously begin work to provide a temporary Workaround or Fix.|
|P3||A Priority Three Error means there (i) are Issues with workaround solutions in fully operational Confluent Cloud Enterprise Services, (ii) there are Issues in non-critical functions, (iii) there is a time sensitive Issue affecting performance or deliverables, or (iv) a major subsystem under development cannot proceed due to an Issue.||Confluent will use resources during local Business Hours until the Issue is resolved or a Workaround is in place.|
|P4||A Priority Four Error means there (a) is a need to clarify procedures or information in documentation, (b) there is a request for a product enhancement or new feature, (c) cosmetic or non-functional Issues; or (d) Issues in Documentation.||Confluent will triage the request, provide clarification when possible, and may include a resolution in a future Update.|
2.4 Responses: A “Response” is an initial reply to the reported Issue. The “Target Initial Response Times” shall be measured by the elapsed time between Confluent’s receipt of a reported Issue and the time when Confluent begins to address such Issue, by responding and initiating communication with Customer about the Issue. The actual time required to fully resolve the Issue, if such full resolution occurs, may be longer than the Target Initial Response Time. Customer understands and agrees that resolution of an Issue is not guaranteed and may not occur.
|Issue Priority Level||Target Initial Response Time|
|P1||Within 60 minutes|
|P2||Within 4 hours|
|P3||Within 1 Business Day|
|P4||Within 2 Business Days|
2.5 Customer Responsibilities: Confluent’s obligation to provide Support Services is conditioned upon Customer satisfying the following responsibilities with respect to each Issue:
(1) Customer has made reasonable efforts to resolve the Issue before reporting the Issue to Confluent, including having the Issue reviewed by the representative of the Customer that submits the Issue;
(2) Customer has provided Confluent with sufficient information, including any reproducible tests requested by Confluent;
(3) Customer has procured, installed and properly maintained all equipment, telephone lines, communication interfaces and other hardware and software necessary to access the Confluent Cloud Enterprise Service; and
(4) (For P1 and P2 Issues only) Customer has designated personnel resources to provide necessary diagnostic information until an Update or Workaround is made available.
2.6 Escalation: If Customer did not receive Confluent’s Response within the applicable Target Initial Response Time, Customer may escalate the Issue per the following escalation process:
|Escalation Level||Resolution Owner||Escalation Trigger||Escalation Path|
|1||Confluent Manager, Customer Operations||Response is not received within the Target Initial Response Time||Customer to send email to firstname.lastname@example.org|
|2||Confluent Director of Customer Operations||Response is not received within twice the Target Initial Response Time||Customer to email email@example.com |
or call +1 650-665-5301
Notwithstanding anything to the contrary in this Support Services policy, Confluent is not obligated to address an Issue when:
(a) the Issue is caused by Customer’s negligence, hardware malfunction, network latency or causes beyond the reasonable control of Confluent;
(b) the Issue is caused by third party software not managed by Confluent as part of the Confluent Cloud Enterprise Service unless the Documentation requires the software for proper use of the Confluent Cloud Enterprise Service;
(c) Customer has not paid the undisputed Confluent Cloud Enterprise Service fees when due.
These Maintenance and Support Services Terms may be updated from time to time in Confluent’s sole discretion, provided that any such updates will not materially reduce the level of Support Services during Customer’s Subscription Term.
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