Last Updated: December 8, 2018
Support consists of (a) Error Correction provided to a single consistent technical support contact concerning the use of the Service, (b) E-mail Support, (c) Online Support and (d) Product updates that ChaosSearch in its discretion makes generally available to its Support customers without additional charge.
Customer shall report all Errors to ChaosSearch via chat, e-mail or phone using the following information:
ChaosSearch shall exercise commercially reasonable efforts to correct any Error reported by Customer in accordance with the priority level reasonably assigned to such Error by ChaosSearch.
Priority 1 Errors – ChaosSearch shall (i) provide an Initial Response within two business hours (ii) initiate Management Escalation immediately; (iii) provide Customer with a Status Update if ChaosSearch cannot resolve the Error within one hour.
Priority 2 Errors – ChaosSearch shall (i) provide an Initial Response within four business hours (ii) initiate Management Escalation within twenty-four hours; (iii) provide Customer with a Status Update within twelve business hours.
Priority 3 Errors – ChaosSearch shall (i) provide an Initial Response within twelve business hours (ii) initiate Management Escalation within three business days (iii) provide Customer with a Status Update within twenty-four hours.
Priority 4 Errors – ChaosSearch shall (i) provide an Initial Response within twenty-four business hours.
Support is provided from 8 a.m. to 8 p.m., ET Monday through Friday, excluding Company holidays (“Standard Hours”) for all Error reports. Priority 1 Errors will be accepted and actioned on a 24×7 basis.
ChaosSearch shall have no obligation to support with respect to or in the case of: (i) altered or damaged Software; (ii) problems with the Service caused by Customer’s negligence, abuse or misapplication, or unauthorized use of Service other than as specified in the ChaosSearch's user manual or other causes beyond the control of ChaosSearch. ChaosSearch shall have no liability for any changes in Customer’s hardware or software systems that may be necessary to use the Services due to a Workaround or maintenance.
“E-mail support” means the ability to make requests for technical support assistance by e-mail at any time (with reasonable efforts by ChaosSearch to respond within one business day) concerning the use of the then current release of a Product.
“Error” means an error in the Service, which significantly degrades such Service as compared to the ChaosSearch's published performance specifications.
“Error Correction” means the use of reasonable commercial efforts to correct Errors.
“Fix” means the repair or replacement of object code for the Software, features in the Service, or documentation to remedy an Error.
“Initial Response” means the first contact by a Support Engineer after the incident has been logged and a ticket generated.
“Management Escalation” means, if the initial Workaround or Fix does not resolve the Error, notification of ChaosSearch management that such Errors have been reported and of steps being taken to correct such Error(s).
“Priority 1 Error” means an Error which renders the Services completely inoperative (i.e. an end-user cannot access the Service due to unplanned service downtime).
“Priority 2 Error” means Customer can access the ChaosSearch Service, however one or more significant features are unavailable. (e.g.data not indexing or queryable)
“Priority 3 Error” means any other error that does not prevent the End-User from accessing a significant feature of the ChaosSearch Service. (e.g. data is indexed and queryable but as quickly as expected)
“Priority 4 Error” means any error related to product documentation or any request for feature improvements.
“Status Update” means if the initial Workaround or Fix cannot resolve the Error, notification of the Customer regarding the progress of the Workaround or Fix.
“Online Support” means information available through ChaosSearch's website (https://chaossearch.io), including frequently asked questions, and bug reporting.
“Workaround” means a change in the procedures followed or data supplied by Customer to avoid an Error without substantially impairing Customer’s use of the Service.
THESE TERMS AND CONDITIONS CONSTITUTE A SERVICE CONTRACT AND NOT A PRODUCT WARRANTY. THIS IS AN ADDITIONAL PART OF THE ONLINE AGREEMENT AND DOES NOT CHANGE OR SUPERSEDE ANY TERM OF THE ONLINE AGREEMENT EXCEPT TO THE EXTENT UNAMBIGUOUSLY CONTRARY THERETO.