“Authorized Contact” means those persons referenced in Section 4.5 of these Support Terms.
“Business Hours” means 9:00 a.m. to 6:00 p.m. Pacific US Time, Monday through Friday, excluding U.S. Federal Holidays.
“Error” means an error in the Dgraph Service, which significantly degrades use of the Dgraph Service as compared to the published and functional performance Documentation for the Dgraph Service.
“Fix” means the repair of the Dgraph Service to remedy an Error.
“Severity 1 - Production Outage” means that the Dgraph Service is non-operational and there is no known Workaround.
“Severity 2 - Question” means a non-critical problem in the Dgraph Service and where Customer is able to continue to use the Dgraph Service and a Workaround is available.
“Severity 3 - Feedback” means any feedback on the Service.
“Service Hours” means twenty-four (24) hours a day, seven (7) days a week.
“Support” means (a) the provision of Updates related to the Dgraph Service; (b) assistance by email with respect to the use of the Dgraph Service including without limitation (i) clarification of functions and features of the Dgraph Service, (ii) clarification of the Documentation, and/or (iii) guidance in the operation of the Dgraph Service; and (c) Error verification, analysis and correction.
“Support Email” means to report a Severity 1 Error or Severity 2, or Severity 3 Error, an email notification from Customer to Dgraph requesting Support.
“Support Reply Time” means the elapsed time between the receipt of a Support Email and the target time within which Dgraph begins Support as verified by a verbal or email confirmation to Customer.
“Update” means an update, enhancement, modification, bug-fix, patch or error correction that Dgraph makes generally available to the Dgraph Service, excluding hardware, Dgraph Service or services for which Dgraph would generally charge an additional fee.
“Workaround” means a change in the procedures followed or data supplied by Customer to avoid an Error without substantially impairing Customer’s use of the Dgraph Service.
|Error Priority||Reply Time|
|Severity 1 - Production Outage||1 Service Hours|
|Severity 2 - Question||8 Business Hours|
|Severity 3 – Feedback||12 Business Hours|
DGRAPH MAKES NO REPRESENTATIONS OR WARRANTIES IN CONNECTION WITH THE SUPPORT OR ANY OTHER SERVICES, INCLUDING BUT NOT LIMITED TO ANY MAINTENANCE RELEASES, SOFTWARE UPDATES, DOCUMENTATION, OR ANY OTHER ASPECT OF THESE SUPPORT TERMS, WHETHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE, INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.