Support Services Agreement

1. Support.

Support includes efforts to restore all documented functions of the Software. Company shall correct any errors or omissions in Documentation (as defined in Section 5 below), and Software problems that prevent the Software from performing in accordance with the Documentation or other terms and conditions set forth in the Agreement.

Support services are available during Regular Business Hours (as defined in Section 7 below) and are provided by contacting the Helpdesk or Email Support (as defined in Section 8 below) or Phone Support (as defined in Section 9 below).

2. Optional Premium Support.

Enterprise customers may elect to purchase Premium Support which includes added-value services in addition to Enterprise Support such as a 1-hour Response Time SLA for Level 1 service requests, with 24x7x365 availability (i.e., 24 hours a day, 7 days a week, 365 days per year).

3. Software.

The Sensu software includes all documented functions of the sensu-enterprise (the Sensu Enterprise “server” and API) and sensu-client processes, as well as configuration of the Sensu “stack” (including Redis and RabbitMQ) (the “Software”), as described in Documentation. For Sensu Go users, the Software includes all documented functions of Sensu Go, including the sensuctl command-line utility, sensu-agent, and sensu-backend processes (including all enterprise-only features of sensu-backend); as Sensu Go does not rely upon any external dependencies, no support is provided for configuration of any third-party services.

4. Software Releases.

Company shall automatically make all Software Releases available to Customer no later than the date that such update is generally made available by Company. Software is considered available by adding it to the Sensu Enterprise software repositories. All Software modifications, updates, and upgrades (“Software Releases”) made to stable releases (not including “alpha”, “beta”, or “experimental” releases) of the Software by Company are to be considered part of the Software and made available to Customer subject to terms and conditions of the Agreement. All Software Releases will be versioned according to the industry standard semantic versioning convention (i.e. MAJOR.MINOR.PATCH ; e.g. “version 1.2.2”). Company will ensure that MINOR and PATCH version Software Releases do not degrade the performance, features, functionality, or operation of the Software. Customer shall not be required to install every Software Release. Company will continue to provide support services for Customer’s installed version of Software subject to the terms and conditions of this SLA, provided however that Company shall not be obligated to continue to provide support services for any Software that is:

i. more than three (3) MINOR versions behind the then-current release that is generally made available to all of Company’s customers, or

ii. more than 12-months behind the then-current release that is generally made available to all of Company’s customers

5. Documentation.

Company will provide accurate and complete documentation describing the installation, configuration, use, and operation of the Software. Documentation will include all instructions required to use the Software with other computer equipment and programs. Documentation will be made available via the Sensu website (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. Company will update the Documentation no later than 30 days following general availability of Software Releases which modify or append to Software functionality.

6. Notification.

Company will notify Customer promptly concerning problems in the Software, if any, as such problems become known to Company. Notifications will be made available via email and/or the Helpdesk.

7. Business Hours.

Company’s regular hours of operations are 8:00 AM to 5:00 PM (Pacific Time), Monday through Friday, excluding holidays (“Regular Business Hours”).

8. Contacts.

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

9. Phone Support.

A support “hotline” is available only for Enterprise customers by dialing 1-855-99-SENSU (73678). Phone calls will be answered in the order in which they are received. Enterprise and Premium Support customers may leave a voicemail, and an agent will return their call(s) within 3 hours for Enterprise (during Regular Business Hours) and 1 hour for Premium (available 24x7x365) for qualifying Level 1 requests.

10. Custom Integrations.

Premium Support packages may be customized to include development, maintenance, and support of custom integrations and/or platform extensions, additional fees will apply.

11. Submission of Support Requests.

Support requests must be submitted via the Helpdesk, Email Support, or Phone Support (for Enterprise and Premium Support customers only). Level 1 support requests must be submitted via phone to ensure timely response as outlined in Section 9. Unless otherwise indicated by the 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 a support request, as set forth below. All customers may set (or “classify”) the Service Level of their support requests. However, Company reserves the right to reclassify the Service Level at any time if Company reasonably believes the classification is incorrect. For example, reclassifications may occur in situations where a service request is submitted as Level 1 or Level 2, but the actual situation does not comport with the corresponding classification definition. Company may also increase the Service Level of a support request if the situation is deemed to be more urgent than originally reported.

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. SLA Response Times.

Company will respond to service requests as soon as possible, according to their Service Level Classification, as described in the table below, in the order in which they were received. At minimum, Company will respond corresponding to the schedule as set forth below. “Response” includes determining and/or confirming Service Level Classification of a request, deciding how best to resolve the request to Customer’s satisfaction, and providing Customer with an estimate for when the request may be resolved. Responses may be submitted by writing (via email or the Helpdesk), or via phone. NOTE: although some requests may be resolved during the initial response, “Response” does not equate to Resolution (as defined in Section 14 below); actual resolution times will vary.

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

14. SLA Resolution Times.

Though actual resolution times will vary, Company expects to resolve service requests as soon as possible, according to their Service Level Classification, as described in the table below, in the order in which they 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, Company will attempt to resolve all service requests corresponding to the schedule set forth below. If, due to the complexity and/or severity of the issue(s), or an unusually high volume of service requests, the Sensu Support team is unable to resolve a support request within the corresponding SLA Resolution Time, Customer will be notified accordingly (along with an estimate for when the request will be resolved).

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

NOTE: These Sensu Enterprise License Support Services terms were last updated on December 9, 2018. Prior versions can be obtained by contacting Sensu.