CLOUDERA SUPPORT SERVICES POLICY

Last updated March 29, 2023

This Cloudera Support Services Policy describes the support and maintenance services Cloudera will provide to customers related to applicable Cloudera products for which the customer is entitled to receive Support Services.  Cloudera will use commercially reasonable efforts to provide the support and maintenance services as set forth on this page, as may be updated by Cloudera from time to time.  Cloudera will perform the Support Services in a professional manner using qualified and experienced personnel.   

1. Scope:  This policy applies to the Support Services provided by Cloudera for all of Cloudera products except Cloudera Data Platform products and Cloudera SaaS Products. Support Services for Cloudera Data Platform products and Cloudera SaaS Products are provided according to the policy set forth at Cloudera Support Services Policy.  In addition, the Support Lifecycle policy applies to all Cloudera Products.

2. Definitions.

“8x5 Support” means Cloudera will deliver Support Services during Business Hours.

“24x7 Support” means Cloudera will deliver Support Services for 24 hours per day, 7 days per week.

“Business Day” means Monday through Friday (Customer Local Time), excluding holidays observed by Cloudera.

“Business Hours” means the 8-hour time period selected by Customer upon registration in the Cloudera support portal.

“Cloudera Products” means the products whose associated Support Services are described in this policy.

“Customer” means the Cloudera customer that has purchased a subscription related to a Cloudera product that entitles the customer to receive Support Services as described in this policy.

“Knowledge Base” means that portion of the Cloudera support portal that provides Customers with exclusive access to solutions on the most common Customer issues, troubleshooting and diagnostics, and best practices. The Knowledge Base content is reviewed and updated regularly by Cloudera’s global support organization.

“Maintenance Release” means releases that contain a number of critical and well-tested bug fixes aimed at improving product quality and stability and generally do not deliver any new functionality.

“Separately Licensed Code” means software developed by third parties that may accompany the Cloudera Products but is separately licensed directly by such third parties to the Customer (such as third-party operating systems).

“Support Contact” means designated Customer personnel with Cloudera support portal accounts and Cloudera certifications in both the required Cloudera’s Administration courses and Development courses.

“Support Services” or “Support” means the support and maintenance services as set forth on this page to be provided by Cloudera for applicable Cloudera Products.

“Supported Cluster” means a federated group of Nodes sharing the same file system and Customer data set and running Cloudera Products (excluding Cloudera Online Services) subject to the Customer Agreement.

3. Support Engagement.

Support Contact(s) may engage Cloudera technical support by opening a case via the Cloudera support portal or by telephone. Cases will be handled according to the Customer’s subscription level (i.e., 8x5 or 24x7) as indicated in the matrix below.

When reporting a problem or issue, the Support Contact should provide the following information within the support case:

(a)   A description of the problem and when it was observed;

(b) The step-by-step process to reproduce the problem;

(c)   Error messages and/or signatures associated with the problem;

(d) A current diagnostic data bundle generated from Cloudera Manager when opening the case;

(e) Any additional data available or required as determined by Cloudera including, but not limited to, stack traces, configuration settings and related information; and

(f)   Information necessary to classify the severity level of the issue.

Once the problem is resolved, Cloudera will contact Customer to confirm problem resolution. Cloudera will provide Customer with the following information during the final communication prior to closing the case: (a) root cause; (b) resolution; and (c) recommendation for preventative action (if applicable).

If, at any time, Customer believes that it is not receiving the expected level of support purchased, Customer may ask to have its case escalated to Cloudera support management.  Any Customer-requested escalation receives Cloudera support management attention.  Cloudera is committed to working with Customers to help ensure that Customers receive high-quality support.

4. Support Coverage.

The Support Services are intended to assist with break/fix issues in Cloudera Products.  Break/fix support is defined as assistance in resolving issues specific to Cloudera Product defects, improper configuration, unexpected behavior, or issues with the available documentation or instructions for using the Cloudera Product.  Cloudera Support Services include access to the Cloudera support portal and Knowledge Base.

Support Contacts may open cases and expect responses to break/fix issues or questions pertaining to:

(a)    Operational support for a Supported Cluster including: (a) identifying, diagnosing and fixing errors in Cloudera Products and (b) recovering Cloudera Products from failures and troubleshooting of issues.

(b)    Problem diagnosis and resolution including: (a) problem isolation and diagnosis of errors in the Cloudera Products and (b) patches and workarounds to fix bugs in the Cloudera Products, including developing Maintenance Releases, or through an upcoming general release based on the issue severity and importance.

(c)     Assistance with specific Cloudera Product errors that arise during Installation, deployment and upgrading of Cloudera Products.

5. Exclusions

The Support Services do not include: (a) the installation or removal of the Cloudera Products; (b) initial or additional use case design; (c) architecting custom solutions or performance tuning; (d) architectural design reviews; (e) visits to Customer’s site; (f) training; (g) information or assistance on technical issues related to the debugging, installation, administration, or use of a Customer’s computer systems and enabling technologies including, but not limited to, databases, computer networks, communications, hardware, hard disks, networks, and printers; or (h) Cloudera Products delivered in a containerized form, as the containers may include dependent components provided as Separately Licensed Code (the “Dependent Components”). Support Services apply to certain applications when used in conjunction with the Dependent Components. Support Services do not, however, apply directly to the Dependent Components themselves. Cloudera has no obligation to correct any problems with the Cloudera Products or any issues resulting from: (v) Customer’s negligence or misuse of the Cloudera Products; (w) use of the Cloudera Products not in accordance with the Customer Agreement or the user documentation applicable thereto; (x) defects or errors in any program or program version not specified by Cloudera as Cloudera Products; (y) defects or errors in any hardware; or (z) any acts or omissions of Customer and/or any third party.

6. Severity Levels.

Upon receipt of a properly submitted support case, Cloudera shall prioritize such support case in accordance with the severity levels defined below.  Severity levels may be re-evaluated and adjusted through the life of a support case based on various factors, including, for example, availability of a workaround.  The table below also provides the Cloudera and Customer responsibilities associated with the various severity levels.  Cloudera and Customer responsibilities vary depending on whether the Customer has a subscription entitling the customer to 24x7 Support Services or 8x5 Support Services.

CASE SEVERITY DEFINITIONS
CASE SEVERITY	CLOUDERA RESPONSIBILITIES	CUSTOMER RESPONSIBILITIES	DEFINITION
S1	FOR 8x5 SUBSCRIPTION: Resources dedicated during Business Hours until a resolution or workaround is in place as soon as is commercially reasonable. FOR 24x7 SUBSCRIPTION: Resources dedicated 24x7 until a resolution or workaround is in place as soon as is commercially reasonable.	FOR 8x5 SUBSCRIPTION: Designated resources that are available during Business Hours. Ability to provide necessary diagnostic information. FOR 24x7 SUBSCRIPTION: Designated resources available 24x7 until a resolution or workaround is in place as soon as is commercially reasonable. Ability to provide necessary diagnostic information.	A major error within a Cloudera Product that severely impacts the Customer's use of this product for production purposes, such as the loss of production data or where production systems are down or not functioning and no work around exists.
S2	FOR 8x5 SUBSCRIPTION: Resources available during Business Hours until a resolution or workaround is in place as soon as is commercially reasonable. FOR 24x7 SUBSCRIPTION: Resources dedicated 24x7 until a resolution or workaround is in place as soon as is commercially reasonable.	FOR 8x5 SUBSCRIPTION: Resources available during Business Hours until a resolution or workaround is in place as soon as is commercially reasonable. Ability to provide necessary diagnostic information. FOR 24x7 SUBSCRIPTION: Designated resources available 24x7 until a resolution or workaround is in place as soon as is commercially reasonable. Ability to provide necessary diagnostic information.	An error within a Cloudera Product where the Customer’s system is functioning but in a degraded or limited capacity. This includes a problem that is causing significant impact to portions of the Customer's business operations and productivity, or where the Cloudera Product is exposed to potential loss or interruption of service.
S3	Resources available during Business Hours until a resolution or workaround is in place as soon as is commercially reasonable.	Resources available during Business Hours until a resolution or workaround is in place as soon as is commercially reasonable. Ability to provide necessary diagnostic information.	A medium-to-low impact error that involves partial and/or non-critical loss of functionality for production and/or development purposes, such as a problem that impairs some operations but allows the customer's operations to continue to function. All S1 and S2 Support cases with workarounds as well as requests for administrative assistance will become S3 cases.
S4	Solid understanding of the Customer request documented in Cloudera systems for review by Cloudera Product Marketing.	Use cases for the feature request and specifics on requested functionality.	An S4 case is a low priority request for information or feature request where there is no impact to Customer’s business operations.

7. Service Level Agreement (SLA)

Support Services will be provided in accordance with initial response and update frequency targets based on a case’s severity level as set forth below.  The SLA also varies depending on whether the Customer has a subscription entitling the Customer to 24x7 Support Services, 8x5 Support Services, or Premium Support Services.    

SUPPORT SLA*
CASE SEVERITY	INITIAL RESPONSE TARGET 24x7 SUBSCRIPTION	UPDATE FREQUENCY TARGET 24x7 SUBSCRIPTION
S1	Within 1 hour	Updated every 4 hours
S2	Within 2 hours	Updated every Business Day
S3	Within 8 hours	Updated every 3 Business Days
S4	Within 24 hours	None
CASE SEVERITY	INITIAL RESPONSE TARGET 8x5 SUBSCRIPTION	UPDATE FREQUENCY TARGET 8x5 SUBSCRIPTION
S1	Within 1 Business Hours	Updated every 4 Business Hours
S2	Within 2 Business Hours	Updated every Business Day
S3	Within 8 Business Hours	Updated every 3 Business Days
S4	Within 2 Business Days	None
PREMIUM SUPPORT SERVICES
CASE SEVERITY	INITIAL RESPONSE TARGET 24x7 SUBSCRIPTION	UPDATE FREQUENCY TARGET 24x7 SUBSCRIPTION
S1	15 minutes	Updated every 2 hours
S2	Within 2 hours	Updated every Business Day
S3	Within 8 hours	Updated every 3 Business Days
S4	Within 24 hours	None

Dependent and Optional Components.  Cloudera Products may be provided with dependent and optional components as described in applicable documentation.  These components are not part of the Cloudera Products and may be included for dependency purposes or for Customer convenience only. These components are licensed to Customers under the terms of the applicable license agreements as described in applicable documentation or at Third Party Licenses.  A Customer’s use of these components is subject to such Customer’s compliance with the applicable license terms.

Unsupported Code/Technology Previews.  Some capabilities within the Cloudera Products may be described as “Technology Preview” components within applicable documentation. Technology Preview components are not supported as part of the Support Services, and, therefore, Cloudera does not recommend the use of Technology Preview components in Customer’s production environments. Customers are encouraged to provide feedback regarding, and enhancement requests for, these Technology Preview components. Neither Cloudera nor its third-party suppliers or licensors are under any obligation to deliver or migrate Technology Preview components into the Cloudera Products and may choose to abandon Technology Preview components at any time.

Third-Party Products.  Cloudera will use commercially reasonable efforts to identify issues related to integration with third-party products and technologies. Examples include the following: (a) Review of systems errors and impact related to use of the Cloudera Products including disk, memory and processor utilization observed when issues are being evaluated; (b) Assessment and advisement on network and protocol connectivity issues associated with the connectivity with Cloudera Products; and (c) Review of security configuration as it relates to the integration of third-party products with Cloudera Products. If the issue is the result of the use of the third-party product and does not arise from a Cloudera Product, the Support Contact will be required to work with the applicable third-party vendor to resolve this issue.

Additional Requirements. While Customer has an active subscription for Cloudera Products covering Customer’s computer systems (e.g., Nodes, Cores, etc.) that allows Customer to receive technical support and software maintenance related to a Cloudera Product, Customer agrees that all of its computer systems on which Customer has deployed Cloudera Products will be covered by an active subscription. Each cluster must be entitled to the same platform product and the same support level. Individual add-on products may be entitled at a Node level within the cluster. Notwithstanding any other provision as agreed between the parties, in the event that Customer elects not to renew a subscription for any Cloudera Products or does not execute the renewal before the end of the existing renewal term, should Customer purchase a new subscription for the same Cloudera Products at some future time or execute the renewal past the existing term date, subscription fees plus a twenty percent (20%) reinstatement fee will be charged for the period beginning as of the end of the Subscription Period of the original subscriptions which Customer previously elected not to renew or is late on the renewal.