DataStax CDC for Apache Cassandra (R) Supplement

The following support policy has been updated as of September 22, 2022. For the most recent applicable support terms, please see https://www.datastax.com/legal/datastax-support-policy.

This DataStax CDC for Apache Cassandra Supplement (“Supplement”) applies to any use of DataStax CDC for Apache Cassandra by Customer.  The Supplement and any Order Schedule are governed by the Master Subscription Agreement between Customer and DataStax (“MSA”). This Supplement, the MSA and any applicable Order Schedule shall be collectively referred to as the DataStax CDC Terms or the Agreement. Capitalized terms used but not defined in this Supplement have the meanings given to them in the MSA.

1. No License Rights Granted. A DataStax CDC for Apache Cassandra Subscription provides Customer with access to DataStax technical support for CDC and the associated Open Source Projects in relation to Customer’s existing DataStax Enterprise or DataStax Luna subscriptions during the Product Term. The DataStax CDC for Apache Cassandra Subscription applies to all applicable production and non-production Nodes and/or DB Clusters licensed under a subscription to either a DataStax Enterprise or DataStax Luna and cannot be purchased without such subscription.  Notwithstanding Section 1.1 of the MSA, no license to CDC, Apache Cassandra, the Open Source Projects, or any DataStax proprietary software is provided in connection with a DataStax CDC for Apache Cassandra Subscription.  Customer must license and download CDC, the Open Source Projects, DataStax Enterprise or Apache Cassandra separately. During the Product Term, DataStax may make available to Customer certain DataStax software tools, patches or fixes, which may be subject to separate license terms.
2. Support. During the Product Term DataStax shall provide Customer the applicable Support for the supported Nodes of DataStax Enterprise or DB Clusters of DataStax Luna.
3. Modifications; Discontinuation of Service.  Customer agrees and understands that DataStax may make modifications, including discontinuation of the DataStax CDC for Apache Cassandra services at the end of a Product Term, from time to time and will use commercially reasonable efforts to notify Customer of any material modifications.
4. Suspension of Support. DataStax reserves the right to temporarily suspend Customer’s access to the Support portal for scheduled maintenance periods, for which DataStax will endeavor to provide Customer with advanced notice, where it is reasonably possible for DataStax to do so.
5. Increased Volume of Use. During the Product Term, if Customer purchases additional subscriptions to DataStax Enterprise or DataStax Luna, beyond the scope specified in the Order Schedule, Customer agrees to procure additional Subscriptions for DataStax CDC for Apache Cassandra, starting at the date of increased use. The Order Schedule will specify the scope of the Subscription purchased by Customer, including as follows: (1) number of Nodes of DataStax Enterprise or DB Clusters of DataStax Luna; and/or (2) other applicable license parameters.
6. Data Restrictions. Customer agrees that: (i) DataStax is not acting on Customer’s behalf as a Business Associate or subcontractor; (ii) Customer should not transmit any protected health information (“PHI”) to DataStax; (iii) Customer should not transmit to DataStax any information that would require DataStax to be compliant with the Health Insurance Portability and Accountability Act of 1996, as amended and supplemented (“HIPAA”); (iv) to the extent required under applicable law, Customer will obtain any consents from Customer’s end users that are required for Customer to pass the Account Data and/or Support Data to DataStax in order for DataStax to provide Support.  In the preceding sentence, the terms “Business Associate,” “subcontractor,” “protected health information” or “PHI” shall have the meanings described in HIPAA.
7. Survival.  In addition to Section 10.12 of the Agreement,  Section 6 (Data Restrictions) of this Supplement will survive any expiration or termination of this Agreement.
8. Definitions.

“Apache Cassandra” means the Open Source Software licensed by the Apache Software Foundation (ASF) as made available at http://cassandra.apache.org/download/ or from datastax.com. Apache and Cassandra are trademarks of The Apache Software Foundation, and are not owned or distributed by DataStax.

“Apache Pulsar” means the Open Source Software licensed by the Apache Software Foundation (ASF) as made available at https://pulsar.apache.org/ or from datastax.com. Apache and Pulsar are trademarks of The Apache Software Foundation, and are not owned or distributed by DataStax.

“CDC” means the Open Source Software components that make up the package: DataStax Change Agent for Apache Cassandra and DataStax CSC for Apache Pulsar, which are made available for download at datastax.com.

“DB Cluster” means a collection of any number of Nodes running the Software which communicate with one another via Gossip.

“DataStax CDC for Apache Cassandra” means the DataStax Support offering for CDC and the Open Source Projects used in conjunction with CDC.

“Documentation” means with respect to CDC only the open source software documentation for CDC as made available at  https://docs.datastax.com/en/landing_page/doc/landing_page/current.html

“Gossip” means the mechanism within Apache Cassandra or DataStax Enterprise enabling related Nodes to communicate with one another.

“Node” means a Java Virtual Machine (a platform-independent execution environment that converts Java bytecode into machine language and executes it) that runs an instance of the Apache Cassandra or DataStax Enterprise.

“Open Source Projects” means the following open source projects:

• Pulsar Admin Console
• Pulsar Heartbeat
• Starlight for JMS
• Starlight for RabbitMQ
• The following Apache Pulsar Connectors:
• Elasticsearch sink
• JDBC-Clickhouse sink
• JDBC-MariaDB sink
• JDBC-Postgres sink
• Kafka sink
• Kinesis sink
• Debezium MongoDB source
• Debezium MySQL source
• Debezium Postgres source
• Kafka source
• Kinesis source
• DataStax pulsar-sink

as made available at their respective project sites or from datastax.com.

“Subscription” means Customer’s add-on subscription for DataStax CDC for Apache Cassandra during a specified Product Term.

“Product Term” with respect to  DataStax CDC for Apache Cassandra, unless otherwise specified at the time of purchase the Product Term is 12 months.

“Support” means the support services of the Supported Software as described in the Support Policy available at https://www.datastax.com/legal/CDC-supplemental-support-policy.

“Supported Software” shall have the meaning defined in Section 1 of the Support Policy to this Agreement.

DataStax CDC for Apache Cassandra Support Policy

DataStax provides Support of CDC for Apache Cassandra under the terms of this Support Policy as long as the Customer maintains a current subscription to Support. “Support” means the services described in this Support Policy and does not include one-time services or other services not specified in this Support Policy, such as training, consulting or custom development. This Support Policy is part of and subject to an agreement with DataStax (the “Agreement”) that incorporates this Support Policy and the Order Schedule under which Customer purchased its Subscription to Support. Any capitalized terms not defined hereunder shall have the meaning specified in the Agreement.

1. Technical Support

Support is offered for and covers only the unmodified CDC software release versions and the unmodified Open Source Projects specified under this Support Policy (the “Supported Software”). Supported Software does not include and DataStax will not provide Support for Luna Streaming or Apache Pulsar under this Supplement, except for data originating from the DataStax Cassandra Source Connector for Apache Pulsar (CSC). Tickets for support for items not related directly to the Supported Software should be submitted under the applicable product. Support is not provided for software that has been altered or modified or incorporates any third party patch or fix.

2. Technical Contacts

Support may be initiated and managed only by Customer’s Technical Contacts. “Technical Contacts” are named individuals who are responsible for administration of the Supported Software within the Customer’s organization. Customer’s number of available Technical Contacts shall be the number allowed for Customer’s DataStax Enterprise or DataStax Luna Subscription.

3. Informational Support

DataStax will provide reasonable product and technical support to address questions concerning the use of the Supported Software. Technical Contacts may initiate Support by submitting a ticket through DataStax’s 24-hour Support portal at https://support.datastax.com. Support is provided in the English language only. Customer acknowledges information and materials provided to DataStax in connection with receiving Support may be used by the DataStax global support team for the purpose of providing Support in accordance with this Support Policy.

4. Issue Support

DataStax will partner with Customer on any Issue submitted by Customer’s Technical Contacts. Such efforts may include helping with diagnosis and troubleshooting, configuration assistance, or suggesting workarounds. Customer shall not submit Issues arising from any software other than the Supported Software or otherwise use Support for unsupported software.

An “Issue” is a material and verifiable failure of the Supported Software to conform to the applicable Documentation. Support will not be provided for the use of the Supported Software in a manner inconsistent with the applicable Documentation. Customer shall not submit Issues arising from any software other than the Supported Software or otherwise use Support for unsupported software.

The following definitions relate to the Severity Levels for any Issues submitted to DataStax.

“Urgent” means a catastrophic problem in Customer’s production systems. Examples include a complete loss of service, production systems that are crashed, or a production system that hangs indefinitely. Customer cannot continue essential operations.

“High” means a high-impact problem in Customer’s production systems. Essential operations are seriously disrupted, but a workaround exists which allows for continued essential operations.

“Normal” means a lower impact problem on a production or non-production system that involves a partial or limited loss of non-critical functionality, or some other problem involving no loss in functionality. Customer can continue essential operations. Normal problems also include all problems on non-production systems, such as test and development systems.

“Low” means a general usage question. It also includes recommendations for requests for new products or features, and requests for enhancements or modifications. There is no impact on the quality, performance, or functionality of the product in a production or non-production

5. Customer Responsibilities

Customer shall provide DataStax with data, process information, supporting analysis, and access to Customer’s Technical Contacts as reasonably required to allow DataStax to reproduce and diagnose reported Issues. Customer is responsible for the adequate duplication and documentation of all of its files and data for back-up purposes.

6. Supported Software

Unless Customer’s Subscription Tier includes Extended Life Support, Support covers only the Software versions of Apache Cassandra that are supported by the Apache Software Foundation (“ASF”) as further set forth at https://cassandra.apache.org/download/

Support covers only the following Software versions for Apache Pulsar:

Apache Pulsar v. 2.6.2, 2.7.2 and 2.8.1

Support covers the following Software versions for DataStax Luna Streaming Distribution:

DataStax Luna Streaming Distribution v.1.0.0 and above

Support covers only the following Software versions for the Open Source Projects:

• Pulsar Admin Console v.1.0.0 and above
• Pulsar Heartbeat v.1.0.0 and above
• DataStax pulsar-sink v.1.0.0 and above
• Starlight for JMS v.1.0.0 and above
• Starlight for RabbitMQ v.1.0.0 and above
• The following Apache Pulsar Connectors (as included in the Apache Pulsar download):
• Elasticsearch sink v.2.6.2, 2.7.2 and 2.8.1
• JDBC-Clickhouse sink v.2.6.2, 2.7.2 and 2.8.1
• JDBC-MariaDB sink v.2.6.2, 2.7.2 and 2.8.1
• JDBC-Postgres sink v.2.6.2, 2.7.2 and 2.8.1
• Kafka sink v.2.6.2, 2.7.2 and 2.8.1
• Kinesis sink v.2.6.2, 2.7.2 and 2.8.1
• Debezium MongoDB source v.2.6.2, 2.7.2 and 2.8.1
• Debezium MySQL source v.2.6.2, 2.7.2 and 2.8.1
• Debezium Postgres source v.2.6.2, 2.7.2 and 2.8.1
• Kafka source v.2.6.2, 2.7.2 and 2.8.1
• Kinesis source v.2.6.2, 2.7.2 and 2.8.1

Subject to the terms set forth herein, DataStax reserves the right to update the Supported Software at any time by updating this Agreement with at least three (3) months prior notice. Any notice will be provided via update to this Support Policy. In addition, DataStax may choose to designate one or more Apache Pulsar releases as a Long Term Support Release. If Customer’s Subscription Tier includes Extended Support for a Long Term Support Release, DataStax will provide such Support for at least one (1) year after the Apache Software Foundation (“ASF”) ceases support on the version. A Long Term Support Release shall be version 2.7.2 of Apache Pulsar.

Support for other versions of Apache Pulsar or modified by any source other than Apache Software Foundation or DataStax is not provided under this Support Policy. Support for other versions of the Open Source Projects or for software obtained from or modified by any source other than the governing applicable project is not provided under this Support Policy. Support only covers use of the Supported Software installed on platforms or systems in accordance with the Documentation. Support does not cover use of the Supported Software on platforms or systems that are no longer supported by the original vendor.

7. How to Escalate a Support Issue

DataStax Support is committed to providing accurate and timely solutions to technical support needs. If Customer has a critical or serious technical issue on its production system or is not satisfied with the response or resolution provided by DataStax Support, Customer may use one of the following escalation paths to have its concerns addressed:

• For support issues where the business impact has changed or was not correctly stated initially, request to have the priority of the ticket increased according to the above service level definitions;
• For an existing issue that has become critical in nature where Customer’s production system is down, inaccessible, or Customer is dissatisfied with the DataStax response or resolution, follow the procedure below for management review:
  • Verify that the support ticket is up-to-date and all requested information and files have been provided and request an escalation; and/or
  • You can use either “Escalate to Support Engineer” or “Escalate to Manager” buttons depending on the situation and if you need more eyes on the situation.
• Once an escalation request has been received, the support manager will: (1) contact Customer’s Technical Contact to acknowledge the escalation and determine the mode of communication and frequency of updates; and (2) work to ensure that the appropriate resources are available to identify a solution or workaround.

If DataStax Support deems it is required to address an Issue, DataStax Support will escalate the Issue and Customer and DataStax Support will work directly with other DataStax teams.