Support Duration

GraphGrid commits to supporting and patching stable, generally available (GA) releases of the ONgDB software (https://www.graphfoundation.org/projects/ongdb/) that have undergone GraphGrid’s full release testing (“Software”) up to 18 months from date of release. For support of versions beyond 18 months post-release, please contact GraphGrid Support Management.

Upgrade Compatibility

Releases of the Software are versioned using a major and minor numbering system, where major releases are designated by a numeral before the first point (e.g. version 1, 2, 3), minor releases are designated by a numeral after the first point (e.g. version 1.1, 1.2, 1.3), and patch releases designated by a numeral after the second decimal point (e.g. 1.1.1, 1.1.2, 1.1.3). GraphGrid will use commercially reasonable efforts to ensure all features and functions remain compatible between updates with the same major and minor version. GraphGrid may remove or modify features between major and minor versions of the Software. Features indicated in code or documentation as DEPRECATED or PROVISIONAL are the most likely to be removed or modified. APIs marked as DEPRECATED in any release of the Software will typically be removed in the subsequent major release of the Software.

Definition of Support

·       GraphGrid offers support at the following levels:

·       Premium Support includes support on a 24×7 basis for Severity 1 issues via telephone, email, and web.

·       Advanced Support includes extended business hours support for Severity 1 issues via telephone, email, and web.

·       Standard Support includes business hours support via email and web.

·       As used throughout these GraphGrid Software Support Terms:

·       business hours means 8am-6pm Monday through Friday, excluding national holidays, in the U.S. Eastern (EST) time zone

·       extended business hours means 6am-10pm Monday through Friday, excluding national holidays, in the U.S. Eastern (EST) time zone

·       Access to the GraphGrid Support Center available at https://support.graphgrid.com/, for the customer’s nominated technical representative(s).

·       Technical support with service requests, based on severity and escalation guidelines indicated below.

·       Access to supported releases of the Software, including general maintenance releases and documentation updates.

·       Access to upgrade tools and documented processes, as well as technical assistance, for upgrading between supported stable releases of the Software.

·       Development of compatible updates to the Software, where commercially reasonable, for the purpose of addressing Severity 1 and Severity 2 issues identified in the Software release for a minimum period of six (6) months from the date a new release of the Software is made. Updates may be provided in the form of an API-compatible minor or patch release, or as otherwise specified by GraphGrid Support.

Support Documentation

·       Requests for support will be logged and managed in the GraphGrid Support Service system. All outstanding and resolved requests relating to the customer account will be visible in this system to the nominated technical representative(s) of the account.

·       Stable releases will be accompanied by release notes, detailing changes and issues resolved from the previous stable release.

·       General issues and resolutions will be available through the community issue tracking systems, publicly available on github.com.

First and Second Line Support

The customer is expected to manage “First Line Support” services for their own users and customers. This support shall provide direct responses to all requests raised by users regarding the Software, including issues relating to performance, functionality and operation.

If, after reasonable commercial efforts, the customer is unable to diagnose or resolve problems or issues in the Software, the customer may then contact GraphGrid for “Second Line Support” that includes Service Levels 2 through 4 below. The customer must use all commercially reasonable efforts to provide GraphGrid with the necessary access required (e.g. access to servers, copies of on-disk data stores, log files, etc.) to verify that observed issues originate in the Software and to provide Second Line Support.

Severity Definitions

All service requests should be submitted online by the customer’s nominated technical representative(s), using the GraphGrid Support Service system. The severity level may be initially selected by the customer however GraphGrid shall have the ultimate discretion to determine the severity level, which will be based on the following severity definitions:

Severity 1

The production use of the Software is stopped or so severely impacted that the user of the Software cannot reasonably continue work. The user of the Software is experiencing a complete loss of service. The operation is mission critical to the business and the situation is an emergency.

A Severity 1 service request has one or more of the following characteristics:

·       Data corrupted

·       A critical documented function is not available

·       System hangs indefinitely, causing unacceptable or indefinite delays for resources or response

·       System crashes, and crashes repeatedly after restart attempts

Severity 1 classification will not be used for any service request relating to embedded deployments of Software, unless the customer can clearly demonstrate that the issue originates in the Software.

GraphGrid will use all commercially reasonable efforts to respond to Severity 1 service requests within one (1) hour. When GraphGrid agrees that the issue is Severity 1, GraphGrid will employ all commercially reasonable efforts to resolve the issue, including the engagement of engineers on a 24×7 basis as long as useful progress can be made. While a Severity 1 service request remains active, GraphGrid will assign a designated point of contact to the customer who will be available within the customer’s business hours. During this same period, the customer is expected to provide GraphGrid with a contact, available 24×7 and reachable via email and phone, to assist with data gathering, testing, and applying fixes. The customer will make all commercially reasonable efforts to provide GraphGrid with the necessary access and materials (e.g. access to servers, copies of on-disk data stores, log files, etc.). Where access cannot be provided or issues cannot be replicated in a timely manner, GraphGrid will be unable to guarantee the quality of support and cannot be held accountable for delay in resolution.

The customer is requested to propose this severity classification with great care, so that valid Severity 1 situations obtain the necessary resource allocation from GraphGrid.

Severity 2

The user of the Software is experiencing a severe loss of service. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion. The operation is mission critical to the business.

GraphGrid will use all commercially reasonable efforts to respond to Severity 2 service requests within four (4) business hours*. When GraphGrid agrees that the issue is Severity 2, GraphGrid will employ all commercially reasonable efforts to resolve the issue, including the engagement of engineers within local business hours of the customers region, until the issue is resolved or as long as useful progress can be made. Whilst a Severity 2 service requests remains active, GraphGrid will assign a designated point of contact to the customer, who will be available within local business hours*. During this same period, the customer is expected to provide GraphGrid with a contact, available within their local business hours and reachable via email, to assist with data gathering, testing, and applying fixes. The customer will make all commercially reasonable efforts to provide GraphGrid with the necessary access and materials (e.g. access to servers, copies of on-disk data stores, log files, etc.). Where access cannot be provided or issues cannot be replicated in a timely manner, GraphGrid will be unable to guarantee the quality of support and cannot be held accountable for delay in resolution.

*(US Pacific time zone (PST), or US Eastern time zone (EST) based on the GraphGrid office located closest to customer)

Severity 3

The user of the Software is experiencing a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality.

Severity 4

The customer requests information, an enhancement, or documentation clarification regarding the Software but there is no impact on the operation of the Software. The user of the Software is experiencing no loss of service. The result does not impede the operation of a system.

Response and Escalation Guidelines

Guidelines for service requests escalation from customer’s First Line Support to GraphGrid’s Second Line Support and escalation within GraphGrid are the following Service Levels:

Level 1: The customer makes all commercially reasonable efforts to resolve issues, as outlined in “First Line Support” above.

Level 2: A GraphGrid engineer receives information on an issue and analyzes the symptoms. They will engage in basic troubleshooting practices, and propose solutions or further investigative actions accordingly.

Level 3: At this level, resources and measures not prescribed in Level 2 will be utilized. An analysis approach will be proposed, and GraphGrid engineers will conduct advanced troubleshooting and analysis in collaboration with assigned customer engineers. Investigative actions will be prioritized and managed in order to best uncover and remedy the issue. As described above, the customer is expected to make all commercially reasonable efforts to provide GraphGrid with access to systems and materials (log files, etc.) as required to diagnose and reproduce the issue.

Level 4: The most critical issues are addressed at this level. All information and actions taken in Level 2 and 3 are shared with the GraphGrid product engineering team, who engage in further research and analysis and then propose solutions to be developed and provide detailed estimates for delivery. For support requests of severity 1-2, reasonable commercial effort will be made to provide compatible updates to previous stable Software releases, where those releases are less than six (6) months older than the date of the most recent stable Software release. When a compatible update is not available, the customer will be provided assistance in preparing their system(s) for upgrade to a recent stable Software release.

Escalation between service levels 2-4 will be made at the discretion of GraphGrid, based on the results of investigation into the issue.

Changes to Software Support Terms

GraphGrid reserves the right to change, alter, replace or otherwise modify these Software Support Terms at any time. The date of last modification is stated at the end of these Software Support Terms.

Last modified: May 4, 2018