Support Services Agreement

This Support Policy defines Kinetica’s support terms and conditions and provides a detailed description of Kinetica’s levels of Support Services purchased by Customer.

1. Definitions.

1.1  Documentation.

The documents published by Kinetica and made available as part of the Software, which may be modified from time to time by Kinetica.

1.2   Error.

Error means a failure of the Software to conform in all material respects with the applicable Documentation published by Kinetica.

1.3   Major Release.

Major Releases (X.y.z) are vehicles for delivering major and minor feature development and enhancements to existing features. They incorporate all applicable Error corrections made in prior Major Releases, Minor Releases, and Maintenance Releases.

1.4  Minor Release.

Minor Releases (x.Y.z) are vehicles for delivering minor feature developments, enhancements to existing features, and defect corrections. They incorporate all applicable Error corrections made in prior Minor Releases, and Maintenance Releases.

1.5  Maintenance Release.

Maintenance Releases (x.y.Z) are vehicles for delivering Error corrections that are severely affecting a number of customers and cannot wait for the next major or minor release. They incorporate all applicable defect corrections made in prior Maintenance Releases. While there is no predefined schedule for Maintenance Releases, these are released as needed based on customer feedback and outstanding defects.

1.6  Software.

Software means (a) the Kinetica Database which is a developed and licensed by Kinetica DB Inc., (b) the Kinetica APIs which is developed and licensed by Kinetica DB Inc. and (c) the Kinetica Connectors which is developed by Kinetica DB Inc. and licensed under The MIT License (MIT).

2. Support Services.

Kinetica will provide the following services (hereafter “Support Services”) to Customer for the Software during the Support Services license term agreed by the parties:

  • Case Management. Facilities for case and issue tracking and escalation of problems for priority attention in relation to the Software.
  • Troubleshooting.  Assistance with troubleshooting to diagnose and fix errors in the Software.
  • Documentation.  Access to Documentation relating to Software.

3.  Exclusions from Support Services.

Kinetica will not support: (i) Software which has been altered or modified by anyone other than Kinetica; (ii) a release of the Software that has not been approved for general availability (“GA”); (iii) problems caused by Customer’s negligence, misuse, or hardware malfunction; or (iv) use of Software inconsistent with the Documentation (e.g., Software not installed on supported systems in accordance with the Documentation). Support Services do not include information or assistance on technical issues related to the debugging, installation, administration, and use of Customer’s computer systems and enabling technologies including, but not limited to, databases, computer networks, communications, hardware, hard disks, networks, and printers.

4  Customer Responsibilities.

Customer shall provide commercially reasonable cooperation and full information to Kinetica with respect to Kinetica’s furnishing of Support Services. Customer is required to assist Kinetica’s technical support staff until problem resolution. Required Customer activities may include logging into Customer’s systems for diagnosis of problems, downloading and installation of software patches, retrieval and transfer of system logs/files, re-installation of existing product and participation in tests for fixes

5.  Support Contacts.

Customer shall designate a number of contacts (“Support Contacts”) eligible to interact with Kinetica related to the Support Services according to the schedule below. The Support Contacts are authorized to submit problems via the customer support portal described in the Support section of the Kinetica website (https://support.kinetica.com). If needed, the Customer can purchase additional contacts.

Number of named contacts for Kinetica License Type:

Amount of TB Memory Licensed

Number of named contacts
1-10 3
11-50 5
51 and over 10

6.  Severity Levels.

Upon receipt of a properly submitted Error, Kinetica shall prioritize it in accordance with the guidelines below. Error severity may be re-evaluated upon submission of a workaround.

  • Severity 1 (S1). An S1 Error is a major Error within the Software that severely impacts the Customer’s use of the Software for production purposes, such as the loss of production data or where production systems are down or not functioning and no work around exists. Kinetica will use continuous efforts on a 24×7 basis to provide a resolution for any S1 Error as soon as is commercially reasonable.
  • Severity 2 (S2).  An S2 Error is an Error within the Software where the Customer’s system is functioning but in a degraded or restricted capacity, such that it is causing significant impact to portions of the Customer’s business operations and productivity, or where the Software is exposed to potential loss or interruption of service reasonable efforts during its normal hours of operation to provide a resolution for any S2 Errors as soon as is commercially reasonable.
  • Severity 3 (S3).  An S3 Error is a medium-to-low impact Error that involves partial and/or non-critical loss of functionality, such as a problem that that impairs some operations but allows the Customer’s operations to continue to function. Kinetica will use reasonable efforts during its normal hours of operation to provide a resolution for any S3 Error.
  • Severity 4 (S4). An S4 Error is a low priority request for information where there is no impact to business operations.

7.  Enhancement Requests (“ER”).

An ER is a request for a future product enhancement or modification to add official Support Services and Documentation for unsupported or undocumented features, or features that do not exist in the Software. Kinetica will take ERs into consideration in the product management process, but has no obligation to deliver enhancements based on any ER. ER’s should be logged with through the Customer support portal.

8.  Support Level Agreement.

Support will be addressed through initial response time guidelines as indicated in the Availability and Initial Response Times table below. Initial Response time depends on the Support Level (“8×5,” or “24×7”) that Customer has selected and for which appropriate fees are paid. Kinetica addresses Error resolutions through a number of mechanisms, including defining workarounds, developing Maintenance Releases, or through an upcoming general release based on issue severity and priority. Scheduling of the Error resolution will be based on severity and priority. At Kinetica’s discretion, a Maintenance Release approach may be followed in cases that are high severity or impact multiple customers if a workaround is not available.

If at any time, you feel that you are not receiving a level of service that is consistent with this Support Services Policy, you may ask to have your case escalated to Kinetica’s account team. Any customer-requested escalation receives direct management attention and consideration.

9.  Availability and Initial Response Times.

Kinetica shall exercise commercially reasonable efforts to meet the following initial response times as documented in the table below.

Level of Severity Description of Severity Characteristics 8×5 Support
Level 1 – Critical Critical Business Impact: Critical issue occurring on production system preventing business operations. A large number of users are prevented from working with no procedural workaround.
  • System hangs or crashes
  • Critical functionality not available
  • Data loss or data corruption
  • Large number of end users blocked from work
  • Impact is escalating quickly
1- Business hour
Level 2 – Major Significant Business Impact: Major issue occurring on production system severely impacting business. A large number of users are impacted by issue but they are still able to work in a limited capacity.
  • Significant performance degradation
  • Important functionality not available
  • Small number of users blocked from work
  • Impact is escalating
2 – Business hours
Level 3 – Medium Normal Business Impact: Issue causing a partial or non-critical loss of functionality on production system. A small number of users are affected.
  • Some system functions not available
  • Minor performance degradation
  • Small number of users impacted
  • Impact is not escalating
8 – Business hours
Level 4 – Low Minimal Business Impact: issue occurring on non-production system or question, comment, feature request, documentation issue or other non-impacting issue.
  • Incorrect product behavior without impact
  • Product question or enhancement
24 – Business hours

10.  Use of Support Services.

Unless otherwise stated in Customer’s order, Support Services are included in Customer’s subscription Software License. In order to receive uninterrupted access to Kinetica’s Support Services from one license term to the next, Customer must renew Support Services in a timely manner to avoid a lapse. If Customer fails to timely renew its Support Services subscription and requires access to Kinetica Support during a lapse in its Support Services subscription, Customer will be required to pay applicable fees for any such lapse in Support Services as follows: (i) the applicable Support Services subscription fees for the current Support Services period; (ii) the amount of Support Services subscription fees that would have been paid for the period of time that Customer had not enrolled in an active Support Services subscription, and (iii) a twenty percent (20%) reinstatement fee on the sum of the fees in (i) and (ii).

While Customer has an active license entitling Customer to receive Support Services for Kinetica Software, Customer is required to purchase applicable Support Services subscriptions for each computer device (e.g., node, core, physical server, or virtual machine) on which Customer has installed the Kinetica Software (including variants or components thereof).

These support terms were last modified April 26, 2017.