1. Detailed Support Coverage
InfluxData, Inc. will perform Support Services as follows:
1.1.1 InfluxData will provide a reasonable level of assistance to the Customer to install any and all components which constitute InfluxEnterprise (henceforth, InfluxEnterprise) on Customer’s systems built from a certified system, as defined in Section 3. InfluxData is not able to guarantee that InfluxEnterprise 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 InfluxEnterprise.
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 [email protected], entering a ticket at https://support.influxdb.com, or, for Critical Issues, by opening a case and by contacting the InfluxData support team by telephone at the toll-free telephone number +1 855-965-1611.
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 Support Platform is configured 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 InfluxEnterprise. 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 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 until 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 (24X7)||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.
|1 (Critical)||Critical business impact: functionality unavailable or severely degraded.||InfluxData will use continuous efforts on a 24x7 basis to provide a resolution for any S1 problem as soon as commercially reasonable. Resolution may include temporary fixes and/or a work-arounds to restore function. 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 reasonably 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.|
When you have a Severity 1 incident, we want to work on your Severity 1 incident until it is resolved. This also requires your technical team to be available 24 hours a day to work with us so that any further documentation required to continue work can be obtained, and to provide further information and assistance. If your technical team is not available to provide the required documentation, information or assistance, the severity of the incident may be downgraded to a Severity 2, and shall remain downgraded until all required documentation, information, and assistance is provided. InfluxData’s assistance with resolution of incidents is contingent on your team’s cooperation and assistance.
1.5 Support Coverage Hours
For Gold support plan coverage, depending upon your contract:
- US business hours shall be defined as 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. Coverage hours exclude the following US 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.
- EMEA business hours shall be defined as 8:00 a.m. to 8:00 p.m. GMT, Monday through Friday. Coverage hours exclude the following Bank holidays: Good Friday, Easter Monday, Early May Bank Holiday, Spring bank holiday, Summer bank holiday, Christmas Day, Boxing Day
- APAC business hours shall be defined as 8:00 a.m. to 8:00 p.m. Singapore Time, Monday through Friday.
If a given holiday falls on a weekend the observed weekday holiday will be considered non-business hours for coverage purposes. Hours of coverage will be adjusted in accordance with locale-specific daylight-saving alterations.
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:
- Director of Support: 415-295-1901 x15
- Chief Technical Officer: 415-295-1901 x10
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
InfluxEnterprise 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 and for which a supported GoLang compiler exists.
4. Patches, Updates, and Releases
In the course of diagnosing issues raised to the support team, InfluxData understands that updates may need to be made to InfluxEnterprise 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.
In terms of defining releases, backward compatibility is maintained within a major release. There is no guarantee of compatibility across major releases.
Major Releases (X.y.z) are vehicles for delivering major and minor feature development and enhancements to existing features. They incorporate all applicable error corrections made in prior Major Releases, Minor Releases, and Maintenance Releases.
Minor Releases (x.Y.z) are vehicles for delivering minor feature developments, enhancements to existing features, and error corrections. They incorporate all applicable error corrections made in prior Minor Releases and Maintenance Releases.
Maintenance Releases (x.y.Z) are vehicles for delivering error corrections that are severely affecting a number of customers and cannot wait for the next Major Release or Minor Release. They incorporate all applicable error corrections made in prior Maintenance Releases. There is no predefined schedule for Maintenance Releases, these are released as needed based on customer feedback and outstanding errors.
Any other fourth digit or beyond numbering may constitute special releases to address specific customer issues and will be delivered by exception only. It is the expectation that any fourth digit releases will be retired in a timely manner by the customer once the issue has been addressed within a standard release.