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DataStax provides Support of eligible software under the terms of this Support Policy as long as 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. Supported Software

Support is offered for and covers only the unmodified Apache Pulsar software release versions, the unmodified version of DataStax Luna Streaming Distribution and if applicable to the Subscription Tier the Open Source Projects specified under this Support Policy (the “Supported Software”). Support is not provided for Apache Pulsar 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 may designate the number of Technical Contacts that corresponds with its Subscription Tier in Table 1 below. Customer shall only designate as Technical Contacts those individuals who have knowledge of and experience with the operation of the Supported Software and who have sufficient permissions and authority to access the Supported Software in Customer’s environment. Additional Technical Contacts may be available for an additional fee.

TABLE 1

Subscription Tier

# Technical Contacts

Essentials

10

Professional

10

Enterprise

Unlimited


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. In the case that a possible defect is identified with the Apache Pulsar software, DataStax may engage with the open source Apache Pulsar community to work towards a resolution, or if Customer’s Subscription Tier includes patch support may provide a patch outside of the Apache Software Foundation process and then work to submit such patches for contribution and incorporation to the Apache Pulsar project as necessary. Patch support is only available for the following versions of the Supported Software: Apache Pulsar 2.6.2 and DataStax Luna Streaming Distribution, and will end when that version no longer qualifies as Supported Software under this Agreement. Note that in some instances, Customer may be required to upgrade to a more recent version or sub-version of the Supported Software in order to resolve an Issue. 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 system.

5. Subscription Tiers

DataStax offers the following Subscription Tiers for DataStax Luna Streaming. The features included in each Subscription Tier and additional information regarding response time, ticket limits and other specific information are as set forth below.
 

Features

Essentials

Professional

Enterprise

Subscription Measurement

Up to the Number of Nodes in the Order Schedule

Up to the Number of Nodes in the Order Schedule

Up to the Number of Nodes in the Order Schedule

Ticket Limitations

12 Tickets Per Year

36 Tickets Per Year

Unlimited

DataCenter Limitations

1 DataCenter

Up to 4 DataCenters

Unlimited DataCenters

Issue Response Time

8x5*

 

<= 24 hr normal/low 

<= 8 hour high 

<= 1 hr urgent

24 x 7

 

<= 24 hr normal/low 

<= 4 hour high 

<= 1 hr urgent

24 x 7

 

<= 24 hr normal/low 

<= 4 hour high 

<= 15 minutes urgent

Engineering Escalation

No

No

Yes

Patch Support

No

No

Yes

Long Term Support for Apache Pulsar versions beyond the end of support from the Apache Pulsar project.

No

No

Yes

Support for Open-Source Projects for Apache Pulsar

Yes

Yes

Yes

Monthly Check-Ins 

No

No

Yes

 

* At the start of the Subscription, the Customer must select a Support Region (US EAST, US WEST, APAC, or EMEA). After a Technical Contact submits a support ticket to DataStax via the Support portal, DataStax Support will respond to the Customer's support ticket on business days in the Customer’s designated Support Region. For Essentials, Support is provided to Customers eight (8) hours per day, five (5) days per week, weekends and holidays excluded. 

6. 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.

7. Supported Software

Support covers only the following Software versions for Apache Pulsar: 

Apache Pulsar v. 2.6.2 

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 
  • DataStax Fast JMS for Apache Pulsar v1.0.0 and above
  • The following Apache Pulsar Connectors (as included in the Apache Pulsar download):
    • Elasticsearch sink v.2.6.2
    • JDBC-Clickhouse sink v.2.6.2
    • JDBC-MariaDB sink v.2.6.2
    • JDBC-Postgres sink v.2.6.2
    • Kafka sink v.2.6.2
    • Kinesis sink v.2.6.2
    • Debezium MongoDB source v.2.6.2
    • Debezium MySQL source v.2.6.2
    • Debezium Postgres source v.2.6.2
    • Kafka source v.2.6.2
    • Kinesis source v.2.6.2

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 2.6.2 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.

8. 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. 

9. Monthly Check-Ins

If Customer’s Subscription Tier includes monthly check-ins, a member of the DataStax Support team will conduct ticket reviews and meet with the Customer monthly to review. The DataStax Support team member will work with the Customer to identify and provide best practice reviews. Any best practice review will be limited to identifying areas where Customer’s use of the Supported Software differs from DataStax’s best practice recommendations, and may be subject to limitations on scope or duration. It will not include any remediation related to those areas identified.