Enterprise Maintenance and Support Services

1) Definitions

Business Day” means Monday through Friday, Coordinated Universal Time (UTC), excluding holidays observed by Datameer. Datameer holidays are published here:

https://datameer.zendesk.com/hc/en-us/articles/211483666-Datameer-Support-Holiday-Schedule

Business Hours” means 12:00 a.m. to 11:59 p.m., UTC on Business Days.

Active Customer” means a customer with a valid and unexpired Enterprise Support Services subscription with Datameer.

Support Contact” means a representative from an Active Customer that has completed Datameer Administration training.

Supported Instance” means a server belonging to an Active Customer running Datameer software.

 

2) Technical Support – Technical support is available with a subscription to a Datameer Support Service package which defines service level agreements. These guidelines define

a) Support Tickets – Every Support Contact is required to create an account in the Customer Support Center prior to opening a ticket.  Once a Support Contact has created an account and has logged into the Customer Support Center, the contact may manage open tickets, review previously solved tickets and may submit new tickets.  When submitting tickets, a Support Contact must provide the following information: (a) a description of the issue; (b) the step-by-step process to reproduce the issue; (c) the error messages associated with the issue; (d) any additional data available, or required as determined by Datameer, including but not limited to stack traces, configuration settings, and related information; and (e) information necessary to classify the severity of the issue

b) Support Hotline – Support Contacts may phone in new tickets or may request continued assistance with existing tickets at +1-800-874-0569.  

c) Service Level Agreements - Service Level Agreements are defined per Datameer Support Service package below

 

i) Enterprise Silver - Support Service Level Agreement

 

Severity

Active Hours

Initial Response

Update Frequency

1

Business Hours

Within 2 hours

Updated every 2 hours

2

Business Hours

Within 4 hours

Updated every 1 business day

3

Business Hours

Within 12 hours

Updated every 2 business days

4

Business Hours

Within 1 business day

Updated every 5 business days

 

ii) Enterprise Gold - Support Service Level Agreement

 

Severity

Active Hours

Initial Response

Update Frequency

1

24x7x365

Within 1 hour

Updated every 1 hour

2

24x7x365

Within 2 hours

Updated every 1 business day

3

Business Hours

Within 4 hours

Updated every 2 business days

4

Business Hours

Within 8 hours

Updated every 3 business days

 

If Datameer provides a work-around that corrects an issue, but the Support Contact does not consider the work-around to be a reasonable solution, the priority level of the ticket will be updated to Severity 3.

Initial response is satisfied with either an inbound customer phone call answered, a phone call placed to the customer or a public comment to the ticket where the Support Contact is also notified in writing, with an action plan on the initial steps required to begin the problem resolution process.  Given the heightened urgency around Severity 1 and 2 tickets, initial response may include an invitation to participate in a screen share session to shorten time to problem isolation.

d) Severity Level Definitions

Severity 1: A problem that severely impacts customer’s use of Datameer in a production environment (i.e. loss of production data or a production system is not functioning).  Additionally, the situation halts routine business operations and no work-around exists.

Severity 2: A problem where Datameer is functioning but customer’s use in a production environment is severely reduced (i.e., a job-failure of a business critical job).  The situation is causing a high impact to your business operations and no workaround exists.

Severity 3: A problem that involves partial, non-critical loss of use of the software in a production environment or development environment.  For production environments, there is a medium-to-low impact on customer’s business, but customer’s business continues to function, including by using a workaround.  For development environments, customer’s usage of Datameer is severely reduced.

Severity 4: A general usage question, reporting of a documentation error, or recommendation for a future product enhancement or modification.  For production environments, there is low-to-no impact on customer’s business or the performance or functionality of customer’s system. For development environments, there is a medium-to-low impact on customer’s business, but customer’s business continues to function, including by using a workaround.

e) Scope of Enterprise Technical Support Services – An Active Customer may contact Datameer Enterprise Technical Support by opening a ticket via the Customer Support Center to request information regarding the use, configuration or operation of the Datameer software running on any Supported Instance. Enterprise Technical Support services include responses to submitted tickets pertaining to questions and resolving technical problems in the following scope:

  • Best practices for setting up and configuring a Supported Instance for running Datameer software, including:
    • System requirements and 3rd party software compatibility
    • Installation, deployment, migration and upgrading
    • Using supported and available functions and features
  • Operational support for a Supported Instance running Datameer software, including:
  • Best practices for using Datameer software, functions and features
    • Identifying, diagnosing and fixing errors in Datameer software
    • Preventing and recovering from failures and troubleshooting
  • Problem diagnosis and resolution, including:
  • Problem isolation and diagnosis of errors in Datameer software
    • Patches and workarounds to fix bugs in Datameer software
  • Product Enhancement Requests
  • Providing feedback to the Datameer product team
    • Submitting product enhancement request to the Datameer product team

f) Additional Services (Available Upon Request) – Additional services are available by request for an added cost.  The following services may be available for Active Customers, contact your sales representative for pricing:

  • Installation, Deployment, Migration and Upgrading
    • Technical Support includes providing documentation and clarifying requirements.
    • Active Customers may request a consultant to perform these tasks on or off site.
  • Datameer Systems Integration
  • Enterprise Technical Support includes fixing Datameer software errors and best practice recommendations for integrating with other systems.
    • Active Customers may request a consultant to design, optimize and deploy an integration between Datameer and other systems.
  • Use Case Development
  • Enterprise Technical Support includes best practice recommendations for functions and features.
    • Active Customers may request a consultant to scope, design, build and deploy a use case, or help guide use case requirements gathering and assessment.
  • Product Training
  • Enterprise Technical Support includes providing documentation for the Datameer product.
    • Active Customers may request Product Training.
  • Non-Recurring Engineering
  • Enterprise Technical Support includes fixing Datameer software errors and providing documentation for the Datameer Software Development Kit (SDK).
    • Active Customers may request Non-Recurring Engineering Services to scope, design, build and deploy a custom plugin using the SDK.

 

3) Maintenance Policy - The Datameer maintenance policy is published here: https://datameer.zendesk.com/hc/en-us/articles/207475003-Datameer-Maintenance-Policy-and-Schedule

 


Legacy Maintenance and Support Services are also published for customers with older multi-year subscriptions.

Please find a PDF version of this document attached below.