MapR Support Policy

MapR will provide support and respond to Issues reported by Customer as set forth herein. MapR will provide Error Correction, Updates and/or Upgrades (defined below) as necessary.

DEFINITIONS

"Documentation" means the MapR Guides available at http://www.mapr.com/doc/display/MapR/Home.

“Error” means a problem with Software to the extent that it fails to comply with the applicable Documentation provided by MapR.

"Error Correction" means either a modification or addition that, when made or added to the Software, brings the Software into material conformity with the applicable Documentation provided by MapR, or a procedure or routine that, when observed in the regular operation of the Software when utilized in accordance with the applicable Documentation provided by MapR, avoids the practical adverse effect of such nonconformity.

“Issue” shall mean a failure of the Software which Customer reasonably believes to be an Error as defined herein.

 “Major Release” means a release of the Software that provides significant new or additional features and/or functions.  Major Releases are designated by MapR as a change in the ones digit of the software version number [(x).x.x].

"Upgrade" means an incremental release of the Software that provides maintenance fixes and additional features.  Upgrades are designated by Licensor as a change in the tenths digit(s) of the software version number [x.(x).x].

“Update” means an incremental release of the Software that provides maintenance fixes and may provide additional features.  Updates are designated by Licensor as a change in the digit(s) to the right of the tenths digit of the software version number [x.x.(x)].

Error Prioritization and Escalation Guidelines

1.  Priority Definitions. To ensure that all Errors are reported in a standard format, the parties have established the following Error definitions.  These definitions will assist both parties in allocating the appropriate resources to resolve Errors.

Level

Definition

Examples

Priority 1

Severe Error. Any Issue or Error in the Software which results in Customer’s production system being inoperative and Customer’s business operations being critically impacted and for which there is no workaround.

 

Production system down.

Severe data production loss.

Substantial data unavailable.

Priority 2

Major functionality impact. Any Issue or Error which results in Customer’s test or production system being adversely affected so productivity is compromised and work can be done but End User’s business operations are severely limited. Workaround or Error Correction required.

 

Major system function is unavailable or degraded.

Repeated failures of same function.

Error will create intolerable delays if not addressed.

A deployment is blocked, facing a critical schedule and/or milestone.

Priority 3

Issue has or will affect End User productivity

Any Issue or Error that involves partial loss of non-critical functionality.  The problem impairs some operations but is acceptable to End User.  Workaround may exist.

 

Failure in Software component that is non-critical.

Product usage or installation/configuration questions impacting deployment schedule or in-production utilization.

Priority 4

No End User business impact.

 

General “How to” and “What if” questions.

Documentation issues.

Enhancement requests.

2.  Notification Procedures. Both parties agree to the notification procedures stated in the chart below according to the priority level assigned to the Error unless each party’s support engineers agree to a different frequency or a significant event has occurred to the Customer’s situation.

Priority Level

Initial Time to Respond *

MapR Effort required on Case Resolution

MapR Update Frequency to Customer

Priority 1

1 hour

Requires around-the-clock work until there is a workaround or call remedy that satisfies the Customer.

Every 2 hours unless both parties have agreed to a different frequency or a significant event has occurred to the Customer’s situation.

 

Priority 2

 4 hours

Requires continued work until there is a workaround or call remedy that satisfies the Customer, but the work does not need to be around-the-clock.

Every business day unless both parties have agreed to a different frequency or a significant event has occurred to the Customer’s situation.

 

Priority 3

8 hours

Does not require immediate action.

A maximum of every 5 business days or per action plan

Priority 4

1 business

day

Does not require immediate response, and may be corrected by putting a fix into the next software/code maintenance release.

As work is performed and closed by Customer

*Response Time - The time begins when Customer calls MapR to report an Error and Error ticket is created.  Customer can expect a returned call to begin case resolution during this time.

3.  Support Contact and Hours.  MapR shall make support available on 24-hour x 7-day a week 365 days per year basis.

4.  How to Contact Support.

Email: support@mapr.com

Phone: 1-855-NOW-MAPR (1-855-669-6277 option 2)

Web: http://www.mapr.com/support/overview

5.  Exceptions.  Notwithstanding the foregoing, MapR shall not be obligated to provide support services in the following circumstances:  (1) Customer is not current in its payments to MapR under this Agreement, (2) the Errors arise or result from (a) failure of Customer or its customer to maintain the operating environment required by the Documentation, (b) design functionality failures, specification inadequacies, failures arising from any software, hardware or other related services provided by a party that is not MapR; (c) accident, disaster, neglect, abuse, misuse, improper handling, testing, storage or installation including improper handling in accordance with static sensitive electronic device handling requirements; (f) alterations, modifications or repairs by Customer, or third parties; (e) failure to timely implement bug fixes or other workarounds provided by MapR; (f) any Errors in any Software version that has reached its end of life as is no longer supported; and (g) the version of the Software known as M3.