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Dremio provides Support of eligible software under the terms of this Software Support Policy as long as Customer maintains a current subscription to Support pursuant to the Agreement. “Support” means the services described in this Software Support Policy and does not include one-time services or other services not specified in this Software Support Policy, such as training, consulting services or custom development.
Support only covers the software delivered to Customer by Dremio under the license agreement and applicable order form between Customer and Dremio (“Agreement”) (“Supported Software”). The Supported Software includes the Dremio-provided software, as well as the Dremio ODBC and JDBC drivers for various platforms.
Support may be initiated and managed only by Customer’s Support Contacts. “Support Contacts” are named individuals who are responsible for administration of the Supported Software within the Customer’s organization. Customer may designate the number of Support Contacts that correspond with its Subscription Level as set forth in Table 1 below. Customer shall only designate as Support Contacts those individuals who have been trained in the operation of the Supported Software and who have sufficient permissions and authority to administer the Supported Software in Customer’s environment. Additional Support Contacts may be available for an additional fee.
|Number of Support Contacts||3||5||10|
As part of Support, and at no additional license fee, Dremio will provide Customer with all new versions (“Updates”) of the Supported Software that it generally releases, including all improvements, enhancements and bug fixes. All Updates are provided to Customer subject to the terms of the Agreement. Support does not include any item that Dremio licenses separately from the Supported Software or that Dremio makes available for an additional fee.
Dremio will provide reasonable product and technical support to address questions concerning use of the Supported Software, as follows:
Support Contacts may initiate Support through the use of the Support Portal available at https://support.dremio.com (the “Support Portal”). Support is provided in the English language only.
Issues and Errors raised outside of the Support Portal are not subject to the Service Levels outlined in the Software Support Policy
Support will not be provided with respect to Issues or Errors resulting from the following: (1) use of the Supported Software in a manner inconsistent with the applicable Documentation, including failure to follow implementation procedures, or (2) Customer has failed to replace earlier versions of the Software with Updates made available to Customer, or (3) modifications to the Supported Software not provided by Dremio, or (4) use of the Supported Software with products or software not provided or approved by Dremio in the Documentation (or otherwise in writing). Customer shall not submit Issues or Errors arising from any software other than the Supported Software or otherwise use Support for unsupported software.
When a Support Contact submits an Issue or reports an Error, Dremio will reasonably assess its priority according to the appropriate priority levels defined below (Urgent, High, Normal or Low for Errors, and Normal or Low for Issues). Dremio will confirm the priority level with Customer and will attempt to resolve any disagreement regarding the priority designation as soon as is reasonably practicable. Urgent and High priority levels are not available for non-production environments.
For support Errors where the business impact has changed or was not initially correctly stated, Customer should post an update in the existing ticket requesting Dremio to increase the priority level designation of the ticket according to the above service level definitions.
The Support Contacts should indicate their preferred Support Region in their respective user profiles. Note that each Support Region provides Support eight (8) hours per day, five (5) days per week, weekends and holidays excluded. Ticket submissions that do not qualify for 24×7 support will receive a response on business days in the Customer’s selected Support Region.
The Service Level refers to the initial response time by Dremio in response to an Issue or Error reported to Dremio by Customer through the Support Portal. Dremio’s undertakings hereunder are not intended to indicate resolution timeframes for a reported Issue or Error.
by Subscription Level
|Urgent||1 Business Hour||1 Hour 24×7||1 Hour 24×7|
|High||4 Business Hours||4 Business Hours||4 Hours 24×7|
|Normal||1 Business Day||1 Business Day||1 Business Day|
|Low||2 Business Days||2 Business Days||2 Business Days|
“Urgent” means a catastrophic problem in Customer’s production environment. The Supported Software is down or seriously impacted, or the Customer data is lost or destroyed, and there is no workaround currently available. Customer cannot continue essential operations.
“High” means a high-impact problem in Customer’s production environments. 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 environment 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 environments, such as test and development environments.
“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 environment.
Customer agrees to provide Dremio with data, process information, supporting analysis, and access to Support Contacts, as reasonably required by Dremio to address reported Issues or Errors. Customer is responsible for the adequate duplication and documentation of all its files and data for backup purposes. Customer acknowledges information and materials provided to Dremio by Support Contacts may be used by Dremio for the purpose of providing Support to Customer in accordance with the Software Support Policy. Customer agrees to not provide PII or other information not required to resolve support cases to Dremio.
Dremio’s support team is dedicated to partnering with Customer and committed to providing accurate and timely solutions to technical support needs. However, if Customer has encountered a Urgent or High priority Error within its production environment and is not satisfied with the response or engagement provided by the support team, Customer may file a new ticket requesting an escalation to Support Leadership, referencing the existing ticket and Issue or Error in the escalation request. Customer’s Support Contact should provide contact details including a mobile phone number in the escalation request. The newly created ticket will be routed to Support Leadership who will engage directly with Customer’s Support Contact.
Support only covers the use of Supported Software which has not reached its End Of Life (EOL) date.
For the Enterprise Edition, Support will be in effect for a period of eighteen (18) months after its release date or one year from the release date of the next Update (excluding interim patch releases), whichever is longer, unless a longer period is specified by Dremio in writing (as determined in Dremio’s sole discretion). If such period has passed, and an alternate EOL date has not been announced by Dremio, then the Supported Software has reached its End of Life.
For the AWS Edition, Support will be in effect for a period of six (6) months after its release date (excluding interim patch releases) unless a longer period is specified by Dremio in writing (as determined in Dremio’s sole discretion). If such period has passed and an alternate EOL date has not been announced by Dremio, then the Supported Software has reached its End of Life.
For informational purposes, a list of current versions of the Supported Software is available here.
Customer may be granted the option to purchase a subscription to ‘Premier Support,’ an offering that delivers proven business value through a proactive and interactive, highly engaged technical approach. Dremio Experts deliver a comprehensive blend of problem resolution, technical guidance and strategic proactive engagement to champion your success and ensure you’re getting the most out of your software investment.
Customers with a Premier Support Subscription will receive these additional features:
If Customer purchased its subscription to Support through a reseller, the applicable agreement between Customer and the reseller may provide additional or different terms regarding support (for example, Customer’s first contact for support may be the reseller, rather than Dremio). Customer is responsible to review its agreement with the reseller for any such terms.
From time to time, Dremio may amend this Software Support Policy in its sole discretion and will post the amended terms on the Dremio website at https://www.dremio.com/legal/dremio-supported-software/. Dremio will also update the date of the Last Updated at the top of this Software Support Policy. By continuing to access or use Support after Dremio has amended the Software Support Policy, Customer agrees to be bound by the terms of the amended Software Support Policy. Except as expressly provided herein, no modification of this Software Support Policy will be effective unless contained in writing and signed by an authorized representative of each of Dremio and Customer.