Last modified: February 1, 2024
Timescale will provide following Support Services purchased by Customer for the Software or Services specified on an Order Form. The Support Services are intended only for the internal use of Customer (including through its contractors and agents) and for the benefit of the Customer and may not be used in support of any third party, unless otherwise noted in an Order Form.
Support Services are delivered over a specific term as part of a Subscription, typically having a minimum one-year term period, and provide expert technical support, technical assistance, Software Updates, documentation, and knowledge-base access. This Timescale Subscription, with its superior support, service offerings, and any applicable licensing, is provided throughout the entire data application and operational lifecycle: from development and proof-of-concept, to QA / test, to deployment, and during production.
Timescale offers Support Services to Customer‘s Named Contacts for general guidance and to fix Errors with the Software or Cloud Services, if applicable. Timescale will make commercially reasonable efforts to respond to Customer service requests delivered by a Named Contact to Timescale within a target response time, as specified below, based on the severity of the service request. The target response time is the time in which Timescale will make an initial response to the Named Contact, but it does not mean the time by which an Error is fixed or in which the assistance is completed. This initial response may include questions seeking to clarify the problem or gather information on why the problem occurred, and Timescale may be unable to start resolving the problem without the additional requested information.
Customer agrees to appoint a specific individual for each Named Contact and will notify Timescale in the event of any change. Named Contacts will be enabled to email questions to the Timescale point of contact, and use the Timescale Support Portal which may not be shared with other individuals in the Customer‘s organization. Named Contacts may not automatically forward requests from other individuals who are not also Named Contacts. Each contact must have full administrative access to all databases, services, files, and file systems, as applicable, that are required for troubleshooting and proper operation of the Software or Cloud Services, if applicable. Named Contacts must communicate with Timescale in English.
Customer will cooperate with and provide assistance to Timescale as Timescale may reasonably request in order to assist Timescale in the performance of Support, including, without limitation, providing all necessary assistance and information (according to the formats, templates, and information as specified by Timescale) to Timescale‘s support personnel reasonably required to enable such personnel to determine if a problem is related to an Error or is due to some other issue.
Customer will use commercially reasonable efforts to provide Timescale functioning test code which reproduces and isolates the Error. The test code will have extraneous comments and code removed, will be fully self-contained and automated to the extent possible, and will demonstrate the precise Error reported rather than other possible problems. The test code must be reproducible on Timescale‘s test systems. If Customer finds it necessary or expedient to include third-party code or libraries in the test code submitted to Timescale, Customer is responsible for obtaining permission from the applicable third party for such submission. Timescale undertakes no support obligations whatsoever with respect to any products other than the Software or Cloud Services, if applicable. If Customer does not provide test code which reproduces the problem, Timescale may be unable to resolve the Error.
Customer will use commercially reasonable efforts to provide Timescale with access (via screen share) to the extent reasonably necessary to allow Timescale to provide the Support Services. If Customer does not provide Timescale with such access, Timescale may be unable to correct the Error.
In the event that an Error is discovered in the Software, Customer may notify Timescale of the Error via a Timescale-designated support portal (for Severity 1 and 2 Errors) or email, providing the standard problem description information as defined by Timescale‘s support group. Response delivery is as set forth below. Customer must provide Timescale with a continually-available engineer who will promptly assist the support and development organizations with data gathering, testing, and applying all fixes to the applicable environment for Severity Level 1 (Critical) or Severity Level 2 (High) Errors.
Timescale provides Updates to Software as Major Releases, Minor Releases, and Maintenance Releases. Timescale delivers Support Services in two distinct phases, Full Support and Technical Guidance. All new capabilities and product enhancements will be made to the latest Major Release or Minor Release, while Maintenance Releases may also be made to older Major Releases and Minor Releases.
Timescale offers a number of Production and Developer Support Subscriptions tailored for its Cloud Services, MST and Self-Managed TimescaleDB offerings. At a high level:
More information on our Support offerings can be found at our Support Page (available at https://www.timescale.com/support) and our Self-Managed Support Page (available at https://www.timescale.com/self-managed-support).
Customer may escalate a Support issue if Timescale does not respond to any of Customer‘s support request(s) in a manner required under this Policy or if Customer is concerned with the progress or resolution of a reported Support issue.
Timescale will not be responsible to provide any Support Services arising out of any of the following events, and in no event will Timescale be liable for any failure to meet the Target Services Levels, for any issues arising out of the following events:
Timescale will have no obligation to provide Support if Customer has not paid all applicable fees and other amounts payable pursuant to its Timescale Subscription or is otherwise not in material compliance with the terms of this Subscription or its Support Agreement.