Qubole Support Agreement

Last Updated September 20, 2018

Statement of Support Offerings

Qubole offers multiple levels of support services (“Support Levels”), each with differentiated service levels, response times, & escalation procedures. The Qubole Support team is dedicated to providing professional support services and committed to driving Customer success in the use of Qubole products and services.

Support Levels:

Support Levels are in effect based on the terms of the signed customer contract or Service Order (“Customer Agreement”). Qubole’s Support Levels are as follows:

  • Business Support
  • Enterprise Support
  • Premium Support

The Business Support, Enterprise Support, and Premium Support are collectively referred to herein as the “Support Services”. Please review this Qubole Support Agreement for details on the Support Services and the applicable Support Level indicated in the Customer Agreement. Support features that vary based on the above named Support Levels shall be indicated by the name of their Support Level in this Qubole Support Agreement. Unless designated as under a particular Support Level, all other support features listed in this Qubole Support Agreement apply to the Support Services.

Response Time SLA

Customers must have valid Support Services on its applicable Customer Agreement with Qubole in order to receive the committed response times to support requests (“Response Time SLA”) indicated herein. The Response Time SLA is determined based on the Support Level indicated under the terms of the Customer Agreement. All Incidents must be logged through the approved Incident submittal method to receive the stated response times.

Support Locations, Hours and Response Time SLA Assignment

Qubole Support provides the Support Services to Customers during regular hours of the Qubole support location(s).

Following the successful submission of an Incident through the Qubole support portal, it will be assigned to a Qubole support location based on the location identified in the designated support contact’s profile. The Response Time SLA will be calculated based on the assigned Qubole support location’s business hours.

Qubole may provide additional support for Incidents (as defined below) from an alternate Qubole support location, which may occur when the assigned Qubole support location is after hours, when the Incident requires additional progress or when resources are available in the alternate Qubole support location.

Incident Submission

Qubole Support maintains a support portal which Customers use to submit, view status and update Incidents with Qubole. All Incidents must be submitted through the Qubole support portal in order to receive Support Services based on requested Incident priority. The Qubole support portal (https://support.qubole.com) is the approved Incident submittal method.

Alternative Incident submittal methods may be made available. Any Incident submitted through any method other than the approved Incident submittal method, including email, will not be entitled to any initial priority higher than P3 Normal.

Priority Classification

Customers are required to properly assess business impact and urgency prior to selecting and submitting an Incident ticket with a requested priority level. If no priority is selected during the ticket submission process, the Incident will select P3 Normal as the default. Qubole Support reserves the right to reclassify the priority level at any time if Qubole reasonably believes the classification is incorrect.

Priority 1: Urgent – Critical Qubole functionality is completely unavailable, causing a material impact on Customer’s business or operations, or there is a security breach. No work-around is available.

Examples of Priority 1 events include:

  • All production clusters unavailable
  • Qubole production environment not reachable
  • Multiple production workloads failing

Priority 2: High – Critical Qubole functionality is interrupted, degraded or unusable, having a severe impact on Customer’s business or operations. A work-around may be available.

Examples of Priority 2 events include:

  • Production cluster not auto-scaling up/down
  • Qubole production environment intermittently available
  • Multiple production workloads impacted, but not failing

Priority 3: Normal – Non-critical Qubole functionality is interrupted, degraded or unusable, having a minor impact on Customer’s business or operations. Typically a work-around is available.

Examples of Priority 3 events include:

  • Any issues affecting non-production clusters
  • General interface issues – User Interface or API
  • Ad-hoc jobs failing or development workloads failing

Priority 4: Low – Non-critical inquiries or issues, not impacting Customer’s business operations.

Examples of Priority 4 events include:

  • General inquiries including documentation, release content, billing and usage
  • Enabling product features managed by Qubole controlled release process
  • Any other general product issue

Response Times

Qubole provides the following Incident Response Time SLA for each Support Level as described in the table below.

BusinessEnterprisePremium
Priority 1: Urgent24×5
2 business hours
24×7
1 calendar hour
24×7
1 calendar hour
Priority 2: High24×5
8 business hours
24×5
5 business hours
24×5
5 business hours
Priority 3: Normal24×5
24 business hours
24×5
24 business hours
24×5
24 business hours
Priority 4: Low24×5
48 business hours
24×5
48 business hours
24×5
48 business hours

 

Incident Escalation

Customers may request that an Incident ticket be escalated for a valid business reason. Qubole Support will evaluate requests and respond to them in a reasonable timeframe. Should an escalation be accepted, the escalation path may include:

  • Customer’s assigned account manager or customer success manager
  • Manager of Support for the assigned Qubole support location
  • Director of Global Support
  • Vice President of Customer Success

Qubole Support will also maintain and leverage internal escalation paths to resources required to assist with Customer Incidents when required.

Incident Resolution and Closure

Qubole Support will resolve an Incident when a resolution or workaround has been provided to the Customer, except when:

  • Customer resolves the Incident in the Qubole support portal directly without verification
  • Customer has not responded to requests from Qubole Support for a reasonable amount of time
  • A timeframe was pre-defined between Customer and Qubole Support to resolve the Incident regardless of the outcome or progress of the Incident

Customer will be granted a reasonable amount of time to request to re-open the Incident should the resolution or workaround be unsuccessful.

Qubole Support will close the Incident, thereby being unable to re-open or make further modifications to the Incident following a reasonable timeframe after solving the Incident. Upon termination of support service with Qubole, all open Customer Incidents will be resolved and closed by Qubole Support.

Exclusion for Open Source Software

The Qubole platform includes several components of Open Source Software (OSS). Certain OSS code fixes or enhancements may require resolution through the OSS community. Qubole may decide, in its sole discretion, to provide work-arounds or other resolutions to OSS issues, if they are not divergent from the OSS community direction or cause future incompatibility issues with the OSS code branches.

Definitions

After Hours. Hours outside of the Regular Hours for the applicable Qubole support location, including non-working, weekend days or holidays (such holidays listed in Appendix 1) in Qubole support locations.

Closure. The final state of the customer’s submitted Incident, whereby no further updates may be made to the issue.

Customer. The business entity, whether a direct customer of Qubole or partner of Qubole providing service to another business entity or entities, who entered into a valid Customer Agreement with Qubole indicating that Qubole will provide Support Services to such entity.

Incident. An unplanned interruption to the Qubole service or reduction in the quality of the Qubole service that materially impacts Customer. Any request outside of the scope of this definition shall be considered a Service Request which would have a maximum priority of P4 Low (see Priority Categorization section).

Regular Hours. Monday through Friday, 8am to 6pm, working days in the applicable Qubole support locations, excluding scheduled holidays (such holidays listed in Appendix 1).

Resolution. Either (a) fixing the root cause of the Incident; (b) providing a temporary or permanent work around for the Incident.

Workaround. A modification, a change in process, or “patch”, which may be of a temporary or interim nature.

Customer Responsibilities & Expectations

In order to provide the most efficient and effective Support Services for Customers, Qubole Support requests the following from Customers:

Provide Designated Support Contacts

Customer provides at least one (1) designated support contact (“Customer Support Contact”) to manage any Incidents with Qubole Support. The Customer Support Contact(s) are generally expected to:

  • Develop knowledge and understanding of the current Qubole deployment and how it is applied to the Customer’s business outcomes
  • Set their user profile in the Qubole support portal accurately, including contact information and timezone preference
  • Leverage Qubole-provided or approved documentation sources which may guide the Customer Support Contact or end user to resolve Incidents prior to engaging with Qubole Support
  • Accurately characterize Incidents reported: thoroughly describe symptoms, provide background information leading up to the Incident, describe the business impact and select the appropriate priority classification
  • Describe what steps were used to try and resolve the Incident prior to ticket submission
  • Provide timely and accurate responses to Qubole Support team member requests
  • Be enabled to act on requests from Qubole Support with their access and permissions to Qubole accounts or have timely access to other Customer contacts who have the required access and permissions
  • Complete the recommended Qubole training in a reasonable timeframe after start of service with Qubole

Provide Support to Customer end-users

Qubole provides support to Customer’s end-users through the Customer Support Contact(s). This will ensure any issues affecting multiple end-users at the Customer will be consolidated and receive the most optimal focus and response from Qubole Support. The Customer Support Contact has the business context of the Customer’s use of Qubole – facilitating communications regarding any impacts to the Customer end users.

Appendix 1

Qubole Support Standard Holiday Schedule

RegionHoliday
Americas, APACNew Years Day
AmericasMartin Luther King Jr. Day
AmericasPresident’s Day
AmericasMemorial Day
AmericasUS Independence Day
AmericasLabor Day
AmericasThanksgiving Day and Friday Following
AmericasChristmas Eve
Americas, APACChristmas Day
APACMay Day
APACIndian Independence Day
APACGanesh Chaturthi
APACGandhi Jayanthi
APACDussehra / Vijay Dashami
APACKannada Rajyotsava
APAC Diwali