Splice Machine is excessively dedicated to your success. Whether you have a new cloud application in development or have database clusters already in production, we offer support services to help ensure that our industry-leading Hybrid Relational DBMS exceeds your expectations.
| Issue Severity | Description of Support Events by Severity | Estimated Response Time |
|---|---|---|
| 1 | Major System ImpactThe Software suffers an Issue that cannot be reasonably worked around and that either (i) prevents Customer from being able to use the Software in production, or (ii) otherwise causes such substantially degraded performance of the Software as to effectively render it non-functional for Customer’s production use. Splice Machine will acknowledge reports of Severity 1 Issues within one (1) hour and will work continuously 24 hours per day, 7 days per week to address and remedy the Issue, with a director-level executive assigned to monitor the effort and provide status reports to Customer every four business hours pending resolution. |
< 1 hour |
| 2 | Moderate System ImpactThe Software suffers an Issue (not of Severity 1) that cannot be reasonably worked around and that significantly reduces the performance or functionality of the Software in production use. Splice Machine will acknowledge reports of Severity 2 Issues within four (4) hours and will work continuously during Splice Machine’s normal support hours (8am – 5pm Pacific Time) to address and remedy the Issue. |
< 4 hours |
| 3 | Minor System ImpactThe Software suffers an Issue (not of Severity 1 or Severity 2) that can be reasonably worked around, or that impairs the use of one or more portions or features of the Software in non-production use, or causes a minor reduction of the performance or functionality of the Software in production use. Splice Machine will acknowledge reports of Severity 3 Issues within one (1) business day and will work during Splice Machine’s normal support hours (8am – 5pm Pacific Time) to provide an appropriate resolution of the Issue. |
<= 1 business day |
| 4 | Other Issues / QuestionsIf a customer reports an issue with the Software that is not of Severity 1, 2 or 3 (e.g., a question or Issue that does not affect Customer’s production use of the Software), Splice Machine will use commercially reasonable efforts to acknowledge the Severity 4 report within one (1) business day and may, at its option, address the Issue in a subsequent Update. |
<= 1 business day |
