Support terms which will govern the delivery of Support from Postgres First to our Customer’s on your purchased subscription
NOTE: Please see below for definitions that will assist you in understanding this schedule’s terms and conditions.
a. We will use commercially reasonable efforts to provide Deployment Support for your subscribed software as defined by your Order Form. We offer Break/Fix or Troubleshooting assistance for the subscribed software. We will endeavor to respond to a Support Request within the Initial Response objectives and the Deployment Resolution Level Objectives outlined below. All Support will be provided in English unless otherwise mutually agreed in writing
| Subscription Plan | |||
| Postgres 1st | Postgres 1st - Enterprise | ||
| Availability | 24 hours x 7 days | 24 hours x 7 days | |
| Initial Response Time | 30 Mins | 30 Mins | |
| Resolution Goal | Severity 1 | 12 Hours | 4 Hours |
| Severity-2 | 24 Hours | 12 Hours | |
| Severity 3 | 2 Days | 1 Day | |
b. During your paid subscription, we will provide support for each new release of the subscribed software on its General Release Date.
c. We will provide Support for each release of the software for a period of time described at https://postgresfirst.com/product which may be updated from time to time.
With respect to the open source PostgreSQL and a limited set of open source PostgreSQL tools/extensions, We will provide either Break/Fix, Troubleshooting, or Guidance & Advice as listed at https://postgresfirst.com/pgf-approved-software-20240515.pdf assuming that You obtained the software from one of the approved download locations, which may be updated from time to time. Our assistance with PostgreSQL is subject to the Postgres open source community End-of-Life matrix located on PostgreSQL.org.
You will cooperate with and provide assistance to us as we may reasonably request to assist us in the performance of Support. This includes, without limitation, providing all necessary assistance and information (according to the formats and templates specified by us) to our Support personnel, reasonably required to determine if a problem is related to an Error or is due to some other issue. You must provide us with functioning test code that reproduces and isolates the Error. However, this test code must not include sensitive, confidential, or personal information. The test code must have extraneous comments and code removed and, to the extent possible, be fully self-contained and automated. It should demonstrate the precise Error reported rather than other possible problems and be reproducible on our test systems. If you find it necessary or expedient to include third-party code or libraries in the test code submitted to us, you are responsible for obtaining permission from the applicable third party for such submission. If you cannot provide test code that reproduces the Error, we may be unable to resolve the Error but will work with you to assist in developing a test case.
You acknowledge that correspondence and log files generated in conjunction with a Support Request must not contain any sensitive, confidential, or personal information. You are solely responsible for ensuring the protection of any sensitive, confidential, or personal information, including obscuring the logs or otherwise safeguarding such information before sending it to us. All Support is provided remotely from our offices. You will provide us with appropriate access (e.g., screen share) to the extent reasonably necessary to allow us to provide Support. You will bear all costs associated with procuring, installing, and maintaining all equipment, telephone lines, and communications interfaces necessary for us to have the necessary telecommunications access to provide Support. If our personnel travel to your location for an issue that is not an Error in the software, we may charge you standard consulting rates plus travel and living expenses.
Notwithstanding anything contained elsewhere in these terms, you warrant and represent that correspondence, log files generated, and/or any other documentation or information shared with and/or otherwise disclosed to us in conjunction with a Support Request will not contain any sensitive, confidential, or personal information as defined under all relevant data protection laws, including the EU General Data Protection Regulation 2016/679. For the avoidance of doubt, “personal information” includes any information relating to an identified or identifiable individual who can be identified directly or indirectly and includes, without limitation, an individual’s name, email address, IP address, or other identifier. You are solely responsible for ensuring that sensitive, confidential, or personal information is not shared with and/or otherwise disclosed to us, including by erasing, obscuring, anonymizing, or otherwise using appropriate measures to prevent such sensitive, confidential, or personal information from being shared with and/or otherwise disclosed to us.
a. We will have no obligation to provide support if you have not paid all applicable fees due under this Agreement or if you are otherwise not in compliance with the terms of this Agreement.
b. We may not be able to resolve all issues under your valid software subscription for various reasons. For instance, our Troubleshooting support inherently cannot guarantee fixes for certain pieces of software described in the Agreement. For any supported PostgreSQL environment, we will use commercially reasonable efforts to attempt to provide a resolution, which may consist of a workaround.
c. PostgreSQL is a complex software product, and specific issues may be difficult to resolve, particularly when the issue is intermittent and/or you, the customer, are unable to provide sufficient access to staff or production systems. We may reasonably withhold or curtail support and/or reduce the assigned Severity Level if it becomes evident that your staff has withheld information related to the probable causes of the issue, including but not limited to recent events, commands issued, or server output. A lack of reasonable care and attention, such as failure to take database backups, is not sufficient grounds to raise the Severity Level of an incident. Please note that performance checks and other consulting services are available at an additional cost.
d. Subject to this paragraph, the elapsed time for the Resolution Service Level Objective will begin once we have responded to a submitted ticket. Time delays resulting from your actions, such as issues with your internet connection, time taken to answer questions, or provide information or access to us, will not be counted towards the resolution time commitment. Resolution Service Level Objectives also require your continual availability as needed to make progress on the issue. If these requirements are not met, the ticket in question will not be eligible for Resolution Service Level Objectives.
Unless otherwise agreed to in an executed Order or statement of work, we will not provide support in any of the following circumstances
"Affiliate" refers to any entity that a party controls, whether directly or indirectly, any entity that controls a party, or any entity that is under common control with a party. In this context, ‘control’ is defined as owning at least fifty percent (50%) of the outstanding voting shares of the entity.
"Break/Fix" refers to our commitment to offer insight, guidance, troubleshooting, and, when possible, technical workarounds related to your purchased subscription. This applies to functionality and behavior as outlined in the supported official software documentation and on approved operating system platforms and versions, as listed at: https://postgresfirst.com/product. A workaround may involve technical steps, a software patch, or a build, but we do not guarantee that any code changes will be approved by or maintained in the main open-source project.
"Business Day" means 8:00 AM to 8:00 PM (local time) Monday through Friday, excluding any of our holidays.
"Deliverable" means a deliverable provided by Us as part of the Services.
"Error" means a failure of the subscribed software to substantially conform to the descriptions contained in the applicable end user manuals or on-line help files regarding the use of the subscribed software.
"Failure" means Postgres First’s failure (subject to the terms of this document) to meet the Resolution Goal for a particular impacted Instance.
"Guidance & Advice" means We will provide insight and guidance for the product as it is understood per Our knowledge of the documented behavior and functionality of the software.
"General Release Date" means the date upon which We announce on Our website or otherwise that a new release has entered general release.
"Instance" means a Postgres server process running on a unique combination of “IP address” and “TCP port” (usually 5432).
"Initial Response" means our acknowledgment of a Support Request received from You.
"Initial Response Time" means, for any single Support Request, the objective for the elapsed period measured from the time that You initiate the Support Request until We provide a response.
"Named Contacts" mean the individuals authorized to contact Us for Support. Such individuals should be trained and knowledgeable about the software and Our resolution procedures to be used with the software.
"Reporting Timeframe" means ten (10) days from the Failure.
"Resolution Goal" is the goal for Us of the time required to provide documented relief which restores full (or near full) functionality of software defined under Break/Fix to the Customer. Relief may be provided in the form of technical steps, a.
refers to a catastrophic production error in the subscribed software that severely impacts your production systems, rendering them non-functional or causing a complete system shutdown. This also includes errors that result in the loss of production data with no available procedural workaround.
refers to a situation where the subscribed software, while operational in a production environment, has certain major functions that are not performing materially in accordance with its documentation, and no workaround is available.
means either (a) minor functions of the subscribed software in production are not performing in accordance with its documentation, or (b) the subscribed software in a development or test environment is not performing in accordance with its documentation.
"Services" means the consulting and training services provided by Us under this Agreement which do not include Support.
"Support" means the support provided for the subscribed software during the subscription period.
"Support Request" means a request communicated by You to Us using the designated procedure to report an Error and to request a correction of such Error.
"Troubleshooting" means that We will provide insight, guidance and troubleshooting for the subscribed software on approved OS platforms and versions as designated at https://postgresfirst.com/product.
