Rundeck Enterprise Standard

RUNDECK ENTERPRISE STANDARD SUPPORT POLICY

Effective June 10, 2022

This Rundeck Enterprise Standard Support Policy ('Policy') describes the standard baseline support services available from PagerDuty, Inc., publisher of Rundeck Enterprise Software ('Rundeck') to Customers (each a 'Customer') who have purchased licenses to Rundeck Enterprise Software pursuant to an accepted order form and the applicable Terms of Service or alternatively a valid, signed agreement that governs between the parties (as applicable, and along with the order, the 'Agreement'). In the event of a conflict between the terms and conditions of this Policy and the Agreement, the Agreement will govern and control. This Policy does not apply to Customers who have purchased licenses to Rundeck Enterprise that includes 24/7 support services.

1. Definitions. Capitalized terms used in this Policy are defined as follows:
2. 1.1. 'Order' means a valid purchase order for Rundeck Enterprise Software submitted by Customer to PagerDuty that, once accepted by PagerDuty, entitles Customer to standard Support Services. All Orders must correspond to a valid PagerDuty quote.
3. 1.2. 'Documentation' means the end user or technical documentation provided by PagerDuty for use with the Supported Software as made available at https://docs.rundeck.com/docs/. Advertising, marketing materials, mailing lists, and other forms of public communication are not 'Documentation.'
4. 1.3. 'Eligible Users' has the meaning as described in Section 2.2 of this Policy.
5. 1.4. 'Error' means a reproducible error or malfunction in the Supported Software that causes it not to operate in accordance with its Documentation.
6. 1.5. 'Severity' means the problem level of each Error incident. 'Severity 1' is an emergency production situation where the Supported Software is totally inoperable or fails catastrophically and there is no workaround; 'Severity 2' is a detrimental situation, without workaround, where performance degrades substantially under reasonable usage causing a severe impact on use; 'Severity 3' is where the Supported Software is usable but does not provide a function in the most convenient manner; and 'Severity 4' is a minor problem or documentation error.
7. 1.6. 'Support Services' has the meaning as described in Section 2.1 ('Scope of Support Services').
8. 1.7. 'Supported Software' means authorized copies of Rundeck Enterprise software licensed under the terms of the Agreement. Open source versions of Rundeck software are not supported.
9. 1.8. 'Update' means new versions of Supported Software including Error corrections, fixes, workarounds or other maintenance releases made generally available by PagerDuty to licensed Customers at no additional charge. Updates are incorporated into and released only with the most recent version of Supported Software.

2. Support Services.

• 2.1. Scope of Support Services. Support Services consists of consultation via telephone, email, and limited remote access (if requested) to: (a) answer questions and provide guidance regarding the installation, extension, and operation of Supported Software; (b) attempt to identify causes of suspected Errors in the Supported Software; (c) provide suggested procedures for working around identified Errors, when reasonably available; (d) provide example or template code, if available, for Customer's engineers to follow, such software being provided subject to the terms and conditions of the Agreement; (e) provide architecture and best practices advisement; (f) answer questions regarding Documentation and similar matters; and (g) provide Updates if and when available.