Support Services Agreement

Sumo Logic will provide Customer support for the Software in accordance with the terms of this Support Services Agreement (the “Support Agreement”). This Support Agreement was updated July 19, 2021.

1. Standard Support. Standard Support includes efforts to restore all documented functions of the Software. Sumo Logic shall correct: (i) any errors or omissions in Documentation (see Section 5 below); and (ii) Software issues that prevent the Software from performing in accordance with the Documentation (or the Agreement) (“Support Services”).Standard Support is available during Business Hours (see Section 7 below) and can be requested by contacting Helpdesk or Email Support (see Section 8 below), or Phone Support (see Section 9 below).

2. Premium Support. Customers may elect to purchase Premium Support which includes Standard Support in addition to 1-hour Response Times for Level 1 support requests, and 24x7x365 availability (i.e., 24 hours a day, 7 days a week, 365 days per year).

3. Software. The Software includes the sensuctl command-line utility, sensu-agent, and sensu-backend processes (including all enterprise-only features of sensu-backend), and does not rely upon any external dependencies. No support is provided for configuration of any third-party services.

4. Software Releases. Sumo Logic shall endeavor to make all Software Updates(s) available to Customer no later than the date the applicable Software Update is made Generally Available. For purposes of this Support Agreement, Software is considered “Generally Available” when Customer is able to add the applicable Software Update(s) to the Software repositories. All Software Update(s) made to stable releases (not including “alpha”, “beta”, or “experimental” releases) of the Software by Sumo Logic are to be considered part of the Software and made available to Customer subject to terms and conditions of the Agreement. All Software Update(s) will be versioned according to the industry standard semantic versioning convention (i.e. MAJOR.MINOR.PATCH; e.g. “version 1.2.2”). Sumo Logic will ensure that MINOR and PATCH version Software Update(s) do not degrade the performance, features, functionality, or operation of the Software. Customer may not be required to install every Software Update made available by Sumo Logic. Sumo Logic will continue to provide support for Customer’s installed version of Software subject to the terms and conditions of this Support Agreement, provided that, Sumo Logic will not be obligated to provide support services:

   i. Upon termination or expiration of the Agreement (or the applicable Order Form);

   ii. for Software that is more than three (3) MINOR versions behind the then-current release that is made Generally Available to all Sumo Logic’s customers, or

   iii. for Software that is more than 12-months behind the then-current release that is made Generally Available to all Sumo Logic’s customers.

5. Documentation. Sumo Logic will provide accurate and complete documentation describing the installation, configuration, use, and operation of the Software (“Documentation”). Documentation will include all instructions required to use the Software with other computer equipment and programs. Documentation will be made available at: https://docs.sensu.io. Additional local copies of the Documentation source text and Documentation website may be downloaded from http://github.com/sensu/sensu-docs. Sumo Logic will endeavor to update the Documentation no later than thirty (30) days following General Availability of any Software Update(s) which materially modify or append Software functionality.

6. Notification. If applicable, Sumo Logic will notify Customer via email and/or Helpdesk of any known issues with the Software.

7. Business Hours. Sumo Logic’s normal hours of operation are 8:00 AM to 5:00 PM (Pacific Standard Time), Monday through Friday, excluding Sumo Logic holidays (“Business Hours”).

8. Helpdesk; Email Support. Support services may be obtained by visiting https://account.sensu.io (the “Helpdesk”), or by emailing helpdesk@sensu.io (“Email Support”). Support requests submitted via Email Support will be processed and accessible via Helpdesk.

9. Phone Support. A “Support Hotline” is available only for Premium Support Customers. This Support Hotline number will be provided to Premium Support Customers separately. Premium Support Customers may leave a voicemail, and a Sumo Logic agent will return their call(s) within 1 hour (available 24x7x365) for qualifying Level 1 requests.

10. Custom Integrations. Premium Support may be customized to include development, maintenance, and support of custom integrations and/or platform extensions. Additional fees apply.

11. Submission of Support Requests. All support requests must be submitted via Helpdesk or Email Support. Phone Support is available for Premium Support Customers only. Premium Support Customers may only submit Level 1 support requests via Phone Support to ensure a timely Response. Unless otherwise indicated by Customer at the time of submission, all support requests will be classified as “Level 3” by default.

12. Service Level Classification. Response and resolution times are determined by the Service Level Classification of the support request (see table below). Customers may select (or “classify”) the Service Level Classification of their support request(s). However, Sumo Logic reserves the right to re-classify Service Level Classification(s) at any time if Sumo Logic reasonably believes (in its sole discretion) the Service Level Classification selected by Customer is incorrect. For example, re-classifications may occur in situations where a support request is submitted as Level 1 or Level 2, but the actual situation does not align with the applicable Service Level Classification Description (see table below). Sumo Logic may also re-classify the Service Level Classification of a support request if the request is deemed by Sumo Logic (in its sole discretion) to be more urgent than originally reported by Customer.

    Service Level	Classification
    Level 1	Software failures in a production environment which cannot be resolved by restarting the Software; critical security vulnerabilities. Does not include development issues or problems in “pre-production” environments.
    Level 2	Intermittent Software failures in a production environment which can be temporarily resolved by restarting the Software and/or by some other known workaround; non-critical security vulnerabilities. Does not include development issues or problems in “pre-production” environments.
    Level 3	Software failures in a non-production environment; assistance troubleshooting undesired monitoring behavior (e.g. noisy alerts, configuration changes, or faulty plugins). Does not include development issues.
    Level 4	New feature and/or other change requests, training and/or setup-related questions (e.g. “how to …?”), and development issues.

13. Response Times. Sumo Logic will provide a Response to support requests as soon as practicable, in accordance with the Service Level Classifications (as set forth above), and in the order in which the support request(s) were received. “Response” includes: (i) determining and/or confirming the Service Level Classification of a support request; (ii) deciding how best to resolve the support request to Customer’s satisfaction; and/or (iii) providing Customer with an estimate of when the support request is likely to be resolved. A Response may be submitted by Sumo Logic in writing (via email or Helpdesk), or via phone (Premium Support only). For the avoidance of doubt, a “Response” is not the same as a “Resolution” (see Section 14 below). NOTE: Actual Resolution Times vary.

    Service Level	Pro Support	Enterprise Support	Premium Support
    Level 1	6 business hours Business Hours	3 business hours Business Hours	1-hour 24x7x365
    Level 2	Next business day Business Hours	Next business day Business Hours	2 business hours Business Hours
    Level 3 (Default)	2 business days Business Hours	Next business day Business Hours	Next business day Business Hours
    Level 4	5 business days Business Hours	2 business days Business Hours	Next business day Business Hours

14. Resolution Times. Though actual Resolution Times vary, Sumo Logic aims to resolve support requests as soon as practicable, in accordance with the Service Level Classifications (as set forth above), and in the order in which the support request(s) were received. “Resolution” includes initial mitigation and/or restoration of the Software to an operational state (i.e. “short-term” resolution), and/or actual remediation (i.e. “long-term” resolution). To the extent possible, Sumo Logic will attempt to resolve all support requests in accordance with the timelines set forth in the table below. If, due to the complexity and/or severity of the issue(s), or an unusually high volume of support requests, Sumo Logic is unable to resolve a support request within the corresponding Resolution Time(s), Customer will be notified accordingly (along with an updated estimate for when the support request will be resolved).

    Service Level	Pro Support	Enterprise Support	Premium Support
    Level 1	2 business days Business Hours	Next business day Business Hours	24 hours 24x7x365
    Level 2	5 business days Business Hours	2 business days Business Hours	48 hours 24x7x365
    Level 3 (Default)	10 business days Business Hours	2 business days Business Hours	Next business day Business Hours
    Level 4	30 days Business Hours	10 business days Business Hours	5 business days Business Hours