This Support Services Policy sets forth Hortonworks’ support terms and conditions, as well as provides a description of Hortonworks’ technical support levels.
Documentation means the documentation made available as part of the Software, which may be modified from time to time by Hortonworks.
Error means a failure of the Software to conform in all material respects with the applicable Documentation.
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. Hortonworks typically has one Major Release per year.
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. Hortonworks typically has two Minor Releases per year.
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.
Software means the Hortonworks Data Platform (“HDP”) and/or Hortonworks DataFlow (“HDF”). HDP is Hortonworks’ Apache™ Hadoop® data platform and HDF is Hortonworks’ data source agnostic collection and data flow management platform. Each product is 100% open source software and managed and licensed by the Apache Software Foundation (each a “Hortonworks Product”).
Hortonworks delivers technical support related to its products to customers who have purchased Support Services Subscriptions. These subscriptions entitle customers to receive the services (the “Support Services”) set forth in this Support Services Policy during the term of an active Support Services Subscription. Support Services Subscriptions are renewable at the end of the then-current term to allow customers to continue to receive Support Services.
For customers who have purchased Support Services Subscriptions and are current on the applicable Support Services fees, Hortonworks will provide the following Support Services for the Software:
1. Facilities for case and bug tracking, escalation of problems for priority attention, and access to the Hortonworks knowledge base relating to the Software.
2. Assistance with troubleshooting to diagnose and fix errors in the Software.
3. Access to Documentation relating to Software, including authorization to make copies of that Documentation for internal use subject to use restrictions agreed upon by the customer and Hortonworks.
Hortonworks shall support releases of the Software as specified in the Product Lifecycle Policy set forth in Exhibit A below. Hortonworks will not support Software which has been altered or modified by anyone other than Hortonworks; a release of the Software that has not been approved for general availability (“GA”); Software not installed on supported systems in accordance with the Documentation; problems caused by a customer’s negligence, misuse, or hardware malfunction; or use of Software inconsistent with the Documentation. Support Services do not include information and assistance on technical issues related to the debugging, installation, administration, and 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.
The customer shall provide commercially reasonable cooperation and full information to Hortonworks with respect to Hortonworks’ furnishing of Support Services. The customer is required to assist Hortonworks technical support staff until problem resolution is attained. Required activities by the customer may include logging into customer’s systems for diagnosis of problems, downloading and installation of software patches, retrieval and transfer of system logs/files, re-installation of existing product and participation in tests for fixes.
The customer shall designate contacts who will serve as primary contacts between the customer and Hortonworks and are the only persons authorized to interact with Hortonworks Support (the “Support Contacts”). The number of Support Contacts shall be as set forth below based on the Support Level tied to the Support Services Subscription purchased by the customer. The Support Contacts will submit errors by opening a case in the Hortonworks support portal (located at support.hortonworks.com) (the “Support Portal”). If needed, the customer can purchase additional contacts.
Number of HDP Support Contacts Based on Total HDP Support Services Subscriptions Purchased
|# of HDP SKUs purchased||Enterprise Plus||Enterprise||Jumpstart|
|1 – 10||3||3||3|
|11 – 50||5||5||3|
|51 – 125||7||7||3|
|126 and over||10||10||3|
Number of HDF Support Contacts Based on Total HDF Support Services Subscriptions Purchased
|# of HDF SKUs purchased||Enterprise||Jumpstart|
|1 – 5||3||3|
|6 – 20||7||3|
|21 and over||10||3|
Upon receipt of a properly submitted Error, Hortonworks shall prioritize it in accordance with the guidelines below. Error Severity may be re-evaluated upon submission of a workaround.
Severity 1 (S1) – An S1 is a major Error within the Software that severely impacts the customer’s use of the Software for production purposes, such as the loss of production data or where production systems are down or not functioning and no work around exists. Hortonworks will use continuous efforts on a 24×7 basis to provide a resolution for any S1 problem as soon as is commercially reasonable. For any S1 problem, please log a case via the Support Portal and call us at one of the “Global Support” phone numbers listed on the Support Portal homepage..
Severity 2 (S2) – An S2 is an Error within the Software where the customer’s system is functioning but in a degraded or restricted capacity, such as a problem that is causing significant impact to portions of the customer’s business operations and productivity, or where the Software is exposed to potential loss or interruption of service. Hortonworks will work during its normal hours of operation 24×5 to provide a resolution for any S2 Errors as soon as is commercially reasonable.
Severity 3 (S3) – An S3 is a medium-to-low impact Error that involves partial and/or non-critical loss of functionality, such as a problem that that impairs some operations but allows the customer’s operations to continue to function. Hortonworks will use commercially reasonable efforts during its normal hours of operation 24×5 to provide a resolution for any S3 Error.
Severity 4 (S4) – An S4 is a low priority request for information where there is no impact to business operations.
Support Services will be addressed through initial response time guidelines as indicated in the Availability and Initial Response Times table below. Initial Response Time depends on the type of Support Subscription (“Jumpstart”, “Enterprise” or “Enterprise Plus”) that a customer has purchased. Hortonworks addresses Error resolutions through a number of mechanisms, including defining workarounds, developing Maintenance Releases, or through an upcoming general release based on issue severity and importance. Scheduling of the Error resolution will be based on severity and importance. At Hortonworks’ discretion, inclusions of the Error resolution in an upcoming Maintenance Release may be the resolution approach of choice in cases that are high severity or impact multiple customers where a workaround is not available.
If at any time, you feel that you are not receiving a level of service that meets your expectations, you may ask to have your case escalated to Hortonworks Customer Support Management. Any customer requested escalation receives direct Hortonworks Customer Support Management attention. Hortonworks is committed to working with its customers to help ensure that customers receive high quality support in order to enable customers to be successful.
Hortonworks shall use commercially reasonable efforts to meet the following initial response times.
|SUPPORT SERVICES SUBSCRIPTION TYPE||HDP ENTERPRISE PLUS/ HDP ENTERPRISE/ HDF ENTERPRISE||HDP JUMPSTART/ HDF JUMPSTART|
|Access Via||Phone, Web||Support Portal Only|
24×7 (S1 only)
|8am – 6pm M-F (local time based on customer’s location), excluding Hortonworks holidays|
|S1 Initial Response||1 hour (phone only)||Next Business Day|
|S2 Initial Response||4 business hours||Next Business Day|
|S3 Initial Response||8 business hours||Next Business Day|
|S4 Initial Response||Next Business Day||Next Business Day|
Some capabilities within the Software may be described as Technology Preview components within the Documentation. While Technology Preview components are not supported as part of the Support Services, customers are encouraged to provide feedback and Enhancement Requests for these Technology Preview components. Hortonworks is under no obligation to deliver or migrate Technology Preview components into the Software and may choose to abandon Technology Preview components at any time.
An Enhancement Request (“ER”) is a request for a future product enhancement or modification to add
official support and Documentation for unsupported or undocumented features, or features that do not
exist in the Software. Hortonworks will take ERs into consideration in the product management process,
but has no obligation to deliver enhancements based on any ER. ER’s should be logged as S4 cases.
The Software may be provided with Dependent and Optional components as described in the Documentation. These components are not part of the Hortonworks Software. Depending on the component, these components are 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 the Documentation or as set forth at Hortonworks Licenses Page (located at https://hortonworks.com/products/licenses/). Customers use of these components is subject to their compliance with the applicable license terms.
In order to receive uninterrupted access to Hortonworks Support Services from one Support Services Subscription term to the next, a customer must renew its Support Services Subscription in a timely manner to avoid a lapse in the Support Services. If a customer fails to timely renew its Support Services Subscription and requires access to Hortonworks Support during a lapse in its Support Services Subscription, the customer will be required to pay applicable fees for any such lapse in a Support Services Subscription as follows: (i) the applicable Support Services Subscription fees for the current Support Services period; (ii) the amount of Support Services Subscription fees that would have been paid for the period of time that the customer had not maintained an active Support Services Subscription, and (iii) a twenty (20%) reinstatement fee on the sum of the fees in (i) and (ii).
While a customer has an active Support Services Subscription entitling the customer to receive Support Services for Hortonworks Products, the customer is required to purchase applicable Support Services Subscriptions for each computer device (e.g., node, core, physical server, or virtual machine) on which the customer has installed a Hortonworks Product (including variants of components thereof).
Hortonworks offers thirty-six (36) months of support from the general availability (“GA”) of a new Major Release and Minor Release. When a customer purchases a Hortonworks Support Services Subscription, the Support Services lifecycle is be divided into two distinct phases: Full Support and Technical Guidance.
The Full Support phase includes maintenance updates, bug fixes, and security vulnerability resolutions. Maintenance updates and bug fixes will be made to the latest Minor Release only, while security vulnerability resolutions will be made available in all supported Minor Releases. Minor Releases will be supported a minimum of twelve (12) months from the GA of the Minor Release.
The Technical Guidance phase supports customers running product releases that have gone beyond the Full Support phase of the lifecycle. Primary assistance is available through the Support Portal where customers can receive support and workarounds. Hortonworks Support may direct customers to upgrade to a more current Major / Minor / Maintenance Release of the applicable Hortonworks Product in order to resolve issues. Qualified security vulnerability resolutions may be made available during this phase.
In the event that Full Support for a release would normally expire and no later release has been made generally available, Support Services for the old release will be extended until such a time as a new release is made generally available.
In the event that support for a release would normally expire and no further releases are planned, a product may be end-of-lifed. The decision to end-of-life any product will be announced to customers twelve (12) months ahead of the date that support for all releases of any product will no longer be available.
Hortonworks’ products are generally composed of various components. Hortonworks is responsible to manage the overall direction of each of its products, so the decision as to which components to include in each release of the applicable Hortonworks Products will be at Hortonworks’ discretion.
Hortonworks Data Platform (HDP)
|Release||GA Date||End of Full Support||End of Technical Guidance|
Hortonworks Data Platform (HDF)
|Release||Release Date||End of Full Support||End of Technical Guidance|