Outworkers

Service level agreement

Outworkers 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 Outworkers (the “Agreement”) that includes (unless Customer has executed a separate agreement with Outworkers) the Enterprise Terms (at outworkers.com/legal/) and the Order Schedule under which Customer purchased its Subscription to Support.

1. Supported Software

Support covers only the software delivered to Customer by Outworkers under the Agreement (the “Supported Software”). The Supported Software includes the open source software and other third party components delivered to the Customer by Outworkers. Similar third party components might be available from other sources, but Support covers only the software delivered to Customer by Outworkers.

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 Customer’s organization. Customer may designate the number of Technical Contacts that corresponds with its licensed volume in Table 1 below.

TABLE 1
# Nodes	# Technical Contacts
1-50	3
51-100	6
101+	9

3. Informational Support

Outworkers will provide product and technical support to address questions concerning use of the Supported Software. Technical Contacts may initiate Support by notifying us at support@outworkers.com. This inbox is monitored 24/7 Support is provided in the English language only.

4. Technical Currency

As part of Support, and at no additional license fee, Outworkers will provide Customer with all new versions of the Supported Software that it generally releases, including all improvements, enhancements and bug fixes. All such new versions are provided subject to the terms of the Agreement. Support does not include any item that Outworkers licenses separately from the Software or that Outworkers makes available for an additional fee.

5. Issue Resolution

Outworkers will make commercially reasonable efforts to resolve any Issues submitted by Customer’s Technical Contacts. Such efforts may include helping with diagnosis, suggesting workarounds, providing patches, or making a change to the Supported Software in a new release. An “Issue” is a material and verifiable failure of the Supported Software to conform to its Documentation. Support will not be provided for the following: (1) use of the Supported Software in a manner inconsistent with the applicable Documentation, (2) modifications to the Supported Software not provided by or approved in writing by Outworkers, or (3) use of the Supported Software with products or software not provided or approved in writing by Outworkers. Under Outworkers only obliges to support software listed under the “Supported Software”.

6. Service Levels

When a Technical Contact submits an Issue, Outworkers will reasonably assess its priority according to the appropriate priority levels defined below. Outworkers will confirm the priority level with Customer and will resolve any disagreement regarding the priority as soon as is reasonably practical. Urgent and High priority levels are not available for non-production systems.

TABLE 2
Hours	24x7x365
Logging	Email/Slack
Issues	unlimited
Priority	Response
Urgent	12 hours
High	72 hours
Normal/Low	72 hours M-F, excluding holidays

“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.

7. Customer Responsibilities

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

8. How to Escalate a Support Issue

Outworkers Support is committed to providing accurate and timely solutions to technical support needs. If the Customer has a critical or serious technical issue on its production system or is not satisfied with the response or resolution provided by Outworkers 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 Outworkers 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
Contact Support by calling the Outworkers escalation phone line to speak with a support engineer. The escalation number can be found on the About Us page on the outworkers website.

Once an escalation 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.

9. End of Life Policy

Support covers the following Software: (1) the current Major Release and the two prior Major Releases; and (2) each Major Release for at least 18 months after its general release; and (3) all Minor Releases under a supported Major Release. If none of the conditions in the preceding sentence are met, then the Supported Software has reached its End of Life (“EOL”). “Major Release” means a new version of the Supported Software made generally available by Outworkers with substantial improvements, enhancements and bug fixes, represented by a change in the number to the left or right of the first decimal point (such as a version change from 1.1.0 to 2.1.0 or from 1.1.0 to 1.2.0). “Minor Release” means a version change represented by a change in the number to the right of the last decimal point. For example, if a Major Release were made available on January 1, 2000, then it would be supported until June 30, 2001, even if 7 Major Releases are made available in that period. Similarly, if only two Major Releases are made available over a three-year period, then both will be supported throughout that period.

The Supported Software will reach its End of Service Life (“EOSL”) 6 months after the EOL. Until the EOSL (and provided Customer has a current Subscription to Support), if Customer has identified a defect in a Major Release that has reached EOL, Outworkers will evaluate fixing the defect in a release that has not reached EOL. After the EOSL, Outworkers will not support, in any way, a Major Release and/or any Minor Releases of that Major Release.

Support for other versions of the Supported Software is not provided under this Support Policy. Support only covers use of the Supported Software used with versions of Cassandra higher than Cassandra 2.1.0, and including all versions of Datastax Enterprise that embed a Cassandra version higher than 2.1.0.

10. Support of Customers of Resellers

If Customer purchased its Subscription through a reseller, then please see the applicable agreement with that reseller for any applicable additional or different terms (for example, Customer’s first contact for support may be the reseller, rather than Outworkers).

11. Amendments

Except as expressly provided herein, no modification of this Support Policy will be effective unless contained in writing and signed by an authorized representative of each party. From time to time, Outworkers may amend this Support Policy in its sole discretion. Outworkers will post the amended terms on the Outworkers website as well as notify all customers ahead of time.

Outworkers will also update the “Last Updated Date” at the top of this Support Policy. By continuing to access or use Support after Outworkers has provided Customer with such notice of a change, Customer is indicating that it agrees to be bound by the modified Support Policy. If the changes have a material adverse impact on and are not acceptable to Customer, then Customer must notify Outworkers within 30 days of the applicable Last Updated Date. If Outworkers cannot accommodate Customer’s objection, then the prior Support Policy shall govern until the expiration of the then-current subscription period. Any renewed subscription will be governed by the then-current Support Policy. No term or condition contained in Customer’s purchase order or similar document will apply unless specifically agreed to by Outworkers in writing, even if Outworkers has accepted the order set forth in such purchase order, and all such terms or conditions are otherwise hereby expressly rejected by Outworkers.