Subscription Support Policy

February 10, 2020 – December 16, 2020

This Subscription 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 for its Supported Software.

For the purpose of this document, an “issue” is defined as: (i) any failure of Tigera’s Licensed Software to function substantially in accordance with Tigera’s generally published technical documentation regarding the Licensed Software; (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 our 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. Subscription Support 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 agreement 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) for Tigera to reproduce and troubleshoot the Issue.

Customer agrees to cooperate with and assist Tigera in its troubleshooting and resolution 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 Subscription Support in accordance with our Service Level Guidelines listed below:

 Response SLA
 Calico Enterprise / EssentialsTigera Secure Cloud Edition
Severity LevelStandard SupportPremium SupportCloud Support

Critical

Production system is down, causing critical impact to business operations if service is not restored quickly.  No work around is available.

Within 4 HoursWithin 1 Hour4 Hours

Major

Production system is severely degraded, impacting significant aspects of business operations.  No work around is available.

Within 6 HoursWithin 4 HoursNext Business Day

Minor

Customer’s production system is degraded.  Network functionality is noticeably impaired, but most business operations continue.

Next Business DayNext Business DayNext 2 Business Days

Informational

Support request where there is no immediate impact on Customer’s business operations, for example, where Customer is asking questions or requesting information.

Next 2 Business DaysNext 2 Business DaysNext 1 Business Week
Hours of Support

Business Hours; 5 business days;

No holiday support

24×7

Business Hours; 5 business days;

No holiday support

All verbal and written support provided by Tigera will be in English language.

Tigera shall have no obligation to resolve Issues unless Customer provides all the information and access required by Tigera.

To access and use Subscription Support, 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 Subscription Support Level.

We do not provide Subscription Support for Software that (a) you (or a third party) have modified or recompiled, (b) is running on a platform that is not a platform supported by Tigera. 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 Subscription Support in accordance with our Service Level Guidelines in Section 4 below.

Subscription Support is provided in the English language. Tigera’s support telephone numbers and local standard business hours (“Standard Business Hours”) are 9am-5pm Pacific Time, Monday-Friday excluding standard public holidays.

3. Exclusions.

Tigera shall have no responsibility to provide Subscription Support 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 Software that is inconsistent with the sizing, use cases, design or architecture of the 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 hardware or software which is not listed in the Requirements section of our product documentation; or (vii) any other cause not within Tigera’s reasonable control.

4. Customer’s Breach.

Tigera shall have no obligation to provide Subscription Support to Customer in the event of a breach by Customer of any of its obligations under the Tigera Subscription Agreement or this Subscription Support Policy.

5. Software Upgrades.

Tigera may, from time to time, make available to its customers new releases of the Licensed Software.  During the Subscription Support 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 Subscription Support entitlement, provided that the Customer has paid all fees and is not in breach of any of its obligations under the Tigera Subscription Agreement and this Subscription Support 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 Subscription Support for the following versions:

  • Two latest minor releases of the latest major release (3.2 and 3.1)
  • Latest minor release of the prior major release (2.6)

Once a version reaches end of life, Tigera will no longer release service packs with bug fixes for that version.  Technical support for versions that have reached end of life will be on a best-effort basis.  Tigera recommends maintaining the instance of your licensed software to the latest generally available release.

7. Support Term.

The term during which Tigera will provide support will be the same term during which the Customer has a valid paid subscription agreement.

Tigera may modify the terms of its support from time to time.  Any changes made to this Subscription Support Policy will be effective upon subscription renewal.