Rundeck Enterprise Support Policy (Oct 3 2018)

RUNDECK TEAM AND ENTERPRISE SUPPORT POLICY

Effective October 3, 2018

This Support Policy ('Policy') describes the support services ('Support Services') that Rundeck, Inc. ('Rundeck') will provide to Customers ('Customer') who are entitled to Rundeck Support pursuant to the Master Agreement between Rundeck and Customer.

1. Definitions. Capitalized terms used in this Policy are be defined as follows:
2. 1.1. 'Rundeck Order' means a valid purchase order submitted by Customer to Rundeck that, once accepted by Rundeck, entitles Customer to Support Services. All Rundeck Orders must correspond to a valid Rundeck quote.
3. 1.2. 'Supported Software' means copies of Rundeck Team or Rundeck Enterprise software installed on Customer controlled computing infrastructure according to the entitlements detailed in the Master Agreement and the Customer's Rundeck Order.
4. 1.3. 'Documentation' means the end user or technical documentation provided by Rundeck for use with the Supported Software. Advertising, marketing materials, mailing lists, and other forms of public communication are not 'Documentation.'
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. 'Update' means Error corrections, fixes, workarounds or other maintenance releases in respect of the Supported Software made generally available by Rundeck. Rundeck may decide, at Rundeck' sole discretion, not to provide Updates to versions of the Supported Software older than the then current generally available version.

2. Support Services.

• 2.1. Scope of Support Services. Support Services consists of consultation via telephone, email, and remote access 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,

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when reasonably available; (d) provide example or template code, if available, for Customer's engineers to follow; (e) provide architecture and best practices advisement; (f) provide Documentation and usage clarification.

• 2.2. Eligible Users. Customer will designate, in writing, authorized employees eligible to receive Support Services. Email notice is acceptable. The number of authorized employees eligible to receive Support Services is stated in Customer's Rundeck Order. Customer may change Eligible Users at any time during the Support Term. If a Eligible User is changed or added, the newly authorized employee is not eligible to receive Support Services until seven (7) days after notice of the Eligible User change has been provided by Customer to Rundeck.
• 2.3. Hours of Availability. Support Services are available, Monday through Friday, excluding holidays, from 5:00 am to 6:00 pm Pacific Time ('Standard Support'). Support Services outside of the Hours of Availability ('Nonstandard Support') may be made available to the Customer's Eligible Users at Rundeck's sole discretion and may require advanced notification.