Support Services Policy

Last updated: April 8, 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.
OverviewSupport Services PrerequisitesRelease UpdatesSupport Subscription OfferingDefinitions Of Severity Levels and Target Response TimesSupport EscalationExclusionsMiscellaneousDefinitions

Overview

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.

Support Services Prerequisites

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.

Release Updates

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.

Support Subscription Offering

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:
  • Production Support is available for purchase for use on Timescale’s Cloud Services, MST and Self-Managed TimescaleDB offerings. Production Support offers Customers deep guidance on the TimescaleDB application in either a development or production environment and includes, among other benefits set forth more fully in an Order Form:
    • Severity 1 and 2 cases on up to three (3) “production” databases. These severity levels correspond to “down” and “degraded” status, with 24x7 responsiveness
    • Severity 3 cases for all databases (development, testing, staging, and production), handled during a customer’s normal business hours. Unlimited number of development, testing and staging databases included.
    • Up to four (4) Named Contacts authorized to submit tickets and work with our Support Team. (Additional contacts may be added for a fee.)
    • Operational support (recommendations and issues) includes backup-restore via pg_dump/pg_restore or PgBackRest, high-availability replication and failover via Postgres physical replication and Patroni, connection pooling via PgBouncer, and software upgrades of PostgreSQL and TimescaleDB.
  • Developer Support (“Developer Support”) is included in our Cloud Services offering and available for purchase for MST and Self-Managed TimescaleDB. Developer Support provides deep guidance on Timescale’s application in an environment that does not require operational assistance or require production-level response times. Developer Support includes the following:
    • Severity 3 cases for all databases, handled during a customer’s normal business hours. Unlimited number of databases included.
    • Up to four (4) Named Contacts authorized to submit tickets and work with our Support Team. (Additional contacts may be added for a fee.)
    • Support is limited to application considerations related to the Timescale software
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).

Definitions Of Severity Levels and Target Response Times

  • Severity 1, Critical: Production system is down. 1 hour target response time 24x7
  • Severity 2, High: Production issue where the system is functioning but in a degraded or restricted capacity. 4 hour target response time, 24x7
  • Severity 3, Moderate: All other issues. 1 business day target response time during Timescale business hours.

Support Escalation

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.

Exclusions

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:
  • A failure of hardware, equipment, or programs not covered by a Timescale Subscription;
  • Use of software not provided by or on behalf of Timescale as part of a Timescale Subscription; Timescale only provides support for generally-available releases obtained via Timescale-designated portals or channels;
  • Use in a production environment of any release of the Software not marked or referenced as “Generally Available”;
  • Use of a release of the Software that is not currently under support;
  • Any cause or causes beyond the reasonable control of Timescale (e.g., floods, fires, loss of electricity or other utilities, or any other force majeure event), or errors arising from anything other than the Software;
  • Customer‘s failure to comply with operating instructions contained in the Documentation;
  • Any modification, enhancement, or customization of the Software by anyone other than Timescale or a party on behalf of Timescale;
  • Installation, configuration, management, and operation of the Customer‘s applications;
  • APIs, interfaces, web services, or data formats other than those included with the Software; or
  • Any third-party products except to the extent that they are provided by or on behalf of Timescale, and then only in support of the specific interaction with or use of that is intended by Timescale.
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.

Miscellaneous

  • During a Timescale Subscription, Updates for the Timescale Software will be made available through standard distribution methods.
  • Timescale reserves the right, at any time, to withdraw the availability of support for the Software with twelve (12) months prior written notice.
  • Timescale business hours are 9am – 5pm Eastern Time, excluding weekends and Timescale holidays.
  • All Support Services are delivered in English.

Definitions

  • “Full Support” means technical assistance, knowledge, and Software updates delivered to Customer according to the criteria as detailed in this Support Services Policy, including Maintenance Releases made on a Major Release or Minor Release currently under Full Support.
  • “Maintenance Release” means generally available Software releases that deliver Error corrections that are affecting users, including maintenance updates, bug fixes, and security vulnerability resolutions, and cannot wait for the next Minor Release. They incorporate all applicable Error corrections made in prior Maintenance Releases. Maintenance Releases are designated by a change to the far right of second decimal point of the Software’s version number (e.g., x.x.2, x.x.3, x.x.4).
  • “Major Release” means generally available Software releases that deliver new major and minor capabilities, occasional major architectural changes, enhancements to existing capabilities, and Error corrections. Major Releases of the Software are designated by a change in the number to the left of the first decimal point of the Software’s version number (e.g., 1.x.x, 2.x.x, 3.x.x, which may also just be written with a single decimal point such as 1.x, 2.x, 3.x).
  • “Minor Release” means generally available Software releases that deliver new minor capabilities, enhancements to existing capabilities, and Error corrections. Minor Releases are designated by a change in the number to the right of the first decimal point of the Software’s version number (e.g., x.4.x, x.5.x, x.6.x, which may also just be written with a single decimal point such as x.4, x.5, x.6).
  • “Named Contact” means a Customer employee who is eligible to report Errors or support requests to Timescale, and who both is trained and knowledgeable on the Software and is capable of performing duties and tasks as reasonably required by Timescale.
  • “Technical Guidance” means technical assistance, knowledge, and Software updates delivered to Customer according to the criteria as detailed in this Support Services Policy, including Maintenance Releases made on a Major Release or Minor Release currently under Technical Guidance, whereby such Maintenance Releases are limited only to Error corrections related to updating the Software to a Fully-Supported Release or to security vulnerability resolutions.
  • “Update” means a Major Release, Minor Release, and/or Maintenance Release.