This Support Policy describes the maintenance and support options that are available to Tigera customers and explains the terms and conditions under which Tigera provides Support Services for its Supported Software. Defined terms in this Support Policy shall have the meanings attributed to them in the End User Subscription Agreement entered into by a Customer (the “Agreement”).
For the purpose of this document, an “Issue” is defined as: (i) any failure of the Supported Software to function substantially in accordance with the applicable Documentation; (ii) any material defect in the Supported Software; or (iii) any question regarding the use and operations of the Supported Software.
1. Software Access and Software Maintenance.
Access to the Licensed Software is provided through an internet-based electronic delivery mechanism such as a private repository or shared file access. Access to Supported Software may be the same as the foregoing or through other means communicated by Tigera to Customer. Customers must obtain a license key from Tigera for authorized access to the Licensed Software.
2. Support Services from Tigera.
Tigera provides a support portal as the primary channel for customers to access our support resources which include knowledge base articles and access to technical support engineers (“Support Portal”). All Issues must be reported via the Support Portal by contacts who have been authorized as the support contacts for Tigera. The number of authorized support contacts will depend on the subscription level purchased and will be outlined in the Order Form and may be changed from time to time by communicating such changes in writing to Tigera. Each support contact must complete at least one technical training course offered by Tigera. Issue reports must describe the Issue and include sufficient information (data, logs, etc.) for Tigera to reproduce, diagnose and troubleshoot the Issue.
Customer agrees to cooperate with and assist Tigera in its troubleshooting efforts for Issues reported by the Customer. Customer also agrees to (i) enable the call home feature in the Licensed Software and, (ii) provide remote access to the Supported Software for the duration required by Tigera to investigate, troubleshoot and resolve Issues.
Tigera will use commercially reasonable efforts to provide Support Services in accordance with the Service Level Guidelines below:
|Service Levels Guidelines Response Times|
|Severity Level||Standard Support||Premium Support|
Production system is down, causing critical impact to business operations if service is not restored quickly. No workaround is available.
|Within 4 Hours||Within 1 Hour|
Production system is severely degraded, impacting significant aspects of business operations. No workaround is available.
|Within 6 Hours||Within 4 Hours|
Customer’s production system is degraded. Network functionality is noticeably impaired, but most business operations continue. Major issue in a non-production environment.
|Next Business Day||Next Business Day|
Support request where there is no immediate impact on Customer’s business operations, for example, where Customer is asking questions or requesting information. Minor issue in a non-production environment.
|Next 2 Business Days||Next 2 Business Days|
|Hours of Support||Business Hours;|
5 business days;
No holiday support
Tigera shall have no obligation to resolve Issues unless Customer provides all the information and access required by Tigera.
To access and use Support Services, you must raise any issues via the Support Portal or 24×7 support procedures and provide Tigera with sufficient information to validate your entitlement to the relevant support level specified above (Standard, Premium). Support Services
You are responsible for testing the Supported Software before deploying it in your environment. You should also backup your systems on a regular basis and have those backups available if needed for resolving technical issues. Tigera will use commercially reasonable efforts to provide Support Services in accordance with our Service Level Guidelines set forth above.
Support Services are provided in the English language. Tigera’s support telephone numbers and local standard business hours are 9am-5pm Pacific Time, Monday-Friday excluding standard public holidays.
Tigera shall have no responsibility to provide Support Services for any issues resulting from: (i) the use or combination of the Supported Software with any software that is not provided by Tigera; (ii) causes external to the Supported Software, such as problems with any other hardware, software or other infrastructure with which the Supported Software is used; (iii) improper, unauthorized or negligent installation, configuration or use of the Supported Software (including, but not limited to, use of the Licensed Software that is inconsistent with the sizing, use cases, design or architecture of the Licensed Software purchased by the Customer); (iv) any alterations or modifications made to the Supported Software by anyone other than Tigera; (v) use of Supported Software versions which are unsupported by Tigera pursuant to the End-of-Life policy described below; (vi) use of any hardware or software which is not listed in the Requirements section of the Documentation; or (vii) any other cause not within Tigera’s reasonable control.
4. Customer’s Breach.
Tigera shall have no obligation to provide Support Services to Customer in the event of a breach by Customer of any of its obligations under the Agreement or this Support Policy.
5. Software Upgrades.
Tigera may, from time to time, make available to its customers new releases of the Licensed Software. During the Support Services term, Customer will be entitled to receive any new releases which Tigera in its sole discretion elects to make available without additional charge to its customers with a current and valid Support Services entitlement, provided that the Customer has paid all fees and is not in breach of any of its obligations under the Agreement and this Support Services Policy. Tigera may, from time to time, introduce new software products or introduce new features for which Tigera charges a separate fee. Customer shall not be entitled to receive such software products or features without paying the associated fees.
6. End-of-Life Policy.
Tigera will provide Support Services for 12 months from the GA release date of the Supported Software. Once a version reaches End-of-Life, Tigera will no longer release service packs or hotfixes for that version. Technical support for such versions will be provided on a best effort basis. Tigera recommends maintaining the instance of the Supported Software to the latest generally available release.
7. Support Term.
The term during which Tigera will provide Support Services will be the same term during which the Customer has a valid paid Licensed Software subscription.
Tigera may modify the terms of Support Services from time to time. Any changes made to this Support Services Policy will be effective upon the upcoming Renewal Term.