Documents


   

Support Policy


1.            Detailed Support Coverage

InfluxData, Inc. will perform Support Services as follows:

1.1           Support

1.1.1      InfluxData will provide a reasonable level of assistance to the Customer to install InfluxDB on Customer’s systems built from a certified system, as defined in Section 3. InfluxData is not able to guarantee that InfluxDB can be installed on all of Customer’s hardware. InfluxData will prioritize hardware issues that occur on machines that have been specified by InfluxData as certified systems.

1.1.2      InfluxData will support the installation, applications and system administration of InfluxDB.

1.1.3      InfluxData shall perform all Support Services remotely unless otherwise arranged in a Statement of Work.

1.2           Submitting Support Requests

1.2.1      Customer may submit support requests (“tickets”) through InfluxData’s support platform (“Support Platform”) by emailing support@influxdb.com, entering a ticket at https://influxdb.zendesk.com, or, for Critical Issues, by contacting the InfluxData support team by telephone at the toll-free telephone number 800-294-7501.

1.2.2      InfluxData will keep a record of each ticket within the Support Platform to enable Customer to see all current tickets, enter new tickets, review historical tickets and edit or respond to current tickets. InfluxData will configure the Support Platform to send email notifications to Customer when a ticket is updated.

1.2.3      All tickets are assigned a ticket number and responded to automatically to confirm receipt of such ticket; however, such automated response shall not be considered a response as set forth in Section 1.3.4). All correspondence and telephone calls are logged with a time-stamp for quality assurance.

1.2.4      Severity Level 1 issues should be simultaneously reported by telephone and through the Support Platform; however, failure to simultaneously report the issue by telephone and through the Support Platform shall have no effect on the response time service level as set forth in Section 1.3.4. All issues categorized with a severity level other than Severity 1 should be reported through the Support Platform; however, reporting a non-Severity 1 issue by telephone shall not affect the response time service level as set forth in Section 1.3.4. When reporting an issue Customer must specify how the issue is affecting its use of InfluxDB. Customer must provide all information reasonably requested by InfluxData to resolve the issue.

1.3           Support Severity Levels

1.3.1      Upon receipt of a ticket, a InfluxData support engineer will initiate efforts to verify the issue and set the severity level in consultation with the Customer. InfluxData will work with Customer to assess the urgency of a ticket and to assign the appropriate severity level.

1.3.2      A InfluxData support engineer will respond to Customer after setting the severity level within the response time for the applicable severity level listed in Section 1.3.4.

1.3.3      InfluxData’s support engineer will work diligently on diagnosing and resolving the issue during the effort period for the applicable severity level listed in Section 1.3.4.

1.3.4      The tables below show the methods for reporting issues, the initial response time obligation, and the interval between updates from submission of a ticket to the closure of such ticket, and the effort period that will be used to resolve the issue.

 

Severity Level Response and Update Interval – Gold Response and Update Interval – Platinum Reporting Method
1 4 calendar hours 1 calendar hour Phone & Platform
2 4 business hours 4 calendar hours Platform
3 2 business days 1 business day Platform

1.4           Support Severity Levels

1.4.1      When setting the severity level, InfluxData’s support team will use the definitions, and carry out operational procedures, as stated in the table below.

Severity Level Definition Responsibilities
(Critical) Critical business impact: functionality unavailable or severely degraded. InfluxData will use continuous effort, through appropriate support engineer(s) and/or development engineer(s), to produce a work-around.As soon as core functionality is available, the severity level will be lowered to level 2 or level 3, as appropriate.
2 (Standard) Standard support request. InfluxData will use reasonable efforts during the coverage hours to provide Customer with a work-around as soon as possible balanced against higher severity level cases.After providing a work-around, InfluxData’s support engineers will work on promptly developing a permanent resolution to the issue.
3 (Request) Non-urgent issues, including cosmetic issues, feature requests, or information requests. InfluxData will review cosmetic issues and feature requests to determine whether it is a viable product enhancement for a future release.InfluxData will review and respond to information requests with a reasonable level of effort during coverage hours.

1.5           Support Coverage Hours

1.5.1      For support coverage, business hours shall be defined as 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. Hours of coverage will be adjusted in accordance with locale-specific daylight saving alterations. Coverage hours exclude the following holidays: New Year’s Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans’ Day, Thanksgiving, Day after Thanksgiving, Christmas Eve Day, Christmas, New Year’s Eve Day. If a given holiday falls on a weekend the observed weekday holiday will be considered non-business hours for coverage purposes.

1.6           Escalation

1.6.1      In the event that Customer receives unsatisfactory Support Service or wishes to escalate an issue for urgent action, Customer may escalate as follows:

Contact
Director of Support and Professional Services: 415-295-1901 x15
Chief Technical Officer: 415-295-1901 x11

2.            Additional Support Definitions

Level 1 (Critical) Issues – Outages, Partial Outages, Data Loss

In the event that any cluster experiences a complete failure and is unable to be restarted, such that the entire system is offline, or that most or all reads and/or writes are failing, this will constitute a critical issue pursuant to Section 1.4.1 above.

Level 2 (Standard) Issues – Error Conditions, Significantly Degraded Performance

In the event that any cluster experiences a partial failure, such that the entire system is still available for reads and writes but is still malfunctioning in some way, or is significantly non-performant, this will constitute an urgent issue pursuant to Section 1.4.1 above.

Level 3 (Request) Issues – Development, Configuration, and Performance

All other issues that relate to the usage of the clusters, such as performance tuning, modifying configuration settings, building out application logic, and any other non-failure troubleshooting will constitute standard issues pursuant to Section 1.4.1 above.

3.            Certified Systems

InfluxDB certified systems are defined as those running on an x86-compatible, 64-bit architecture with a Red Hat, CentOS, Fedora, Amazon Linux, Debian, or Ubuntu distribution of Linux.

4.            Patches and Updates

In the course of diagnosing issues raised to the support team, InfluxData understands that updates may need to be made to InfluxDB and released to Customer outside of the normal product deployment cycle. These releases will be made and available for download onto Customer’s systems in a timely manner as necessary to move those issues to resolution.