Support Policy

MapR Community Support Policy

From time to time, MapR will make available no charge access to the MapR Community, including access to information such as Documentation, Knowledge Base, Community Resources, Whitepapers and Datasheets, and Forum Support.

MapR Standard Support Policy

MapR Standard Support is a paid service. MapR Standard Support includes MapR Community support plus MapR will provide support and respond to Issues reported by Customer as set forth in this section.

For clarification and avoidance of doubt, MapR Support Service include access to Major Releases, Upgrades, Updates, and Error Correction.

DEFINITIONS

"Applicable Data Protection Law" means all applicable international, federal, state, provincial and local laws, rules, regulations, directives, industry standards and governmental requirements currently in effect and as they become effective relating in any way to the privacy, data protection confidentiality or security of Protected Data.

"Documentation" means the MapR Guides available at https://mapr.com/doc/display/MapR/Home.

"Error" means a problem with Software to the extent that it fails to comply with the applicable Documentation provided by MapR.

"Error Correction" means either a modification or addition that, when made or added to the Software, brings the Software into material conformity with the applicable Documentation provided by MapR, or a procedure or routine that, when observed in the regular operation of the Software when utilized in accordance with the applicable Documentation provided by MapR, avoids the practical adverse effect of such nonconformity.

"Issue" shall mean a failure of the Software which Customer reasonably believes to be an Error as defined herein.

"Major Release" means a release of the Software that provides significant new or additional features and/or functions. Major Releases are designated by MapR as a change in the ones digit of the software version number [(x).x.x].

"MapR Ecosystem Pack Support" means Error Correction and Updates to the ecosystem and MapR-monitoring components of the MapR Ecosystem Pack, as specified in the Components section of the MapR Ecosystem Pack Release Notes (available at https://mapr.com/docs/home/EcosystemRN/EcoPackRN.html). Once there is a new release of the corresponding MapR Software, previous versions of the MapR Ecosystem Pack will no longer receive ecosystem Updates. When end of life is reached on the last supported core release of MapR Software, all support for the corresponding MapR Ecosystem Pack terminates. MapR Ecosystem Pack Support only applies to use of the MapR Ecosystem Pack components as provided by MapR and for use with MapR Software.

"Protected Data" means any data or information that is subject to regulation under Applicable Data Protection Law, including without limitation Personal Data, Protected Health Information and Personally Identifiable Information (as such terms are defined in Applicable Data Protection Law)

"Upgrade" means an incremental release of the Software that provides maintenance fixes and additional features. Upgrades are designated by Licensor as a change in the tenths digit(s) of the software version number [x.(x).x].

"Update" means an incremental release of the Software that provides maintenance fixes and may provide additional features. Updates are designated by Licensor as a change in hundredths digit of the software version number [x.x.(x)].

Error Prioritization and Escalation Guidelines

Level Definition Examples
Priority 1 Severe Error. Any Issue or Error in the Software which results in Customer's production system being inoperative and Customer's business operations being critically impacted and for which there is no workaround. Production system down. Severe data production loss. Substantial data unavailable.
Priority 2 Major functionality impact. Any Issue or Error which results in Customer's production system being adversely affected such that although work can be done, productivity is compromised and end user's business operations are severely limited. Workaround or Error Correction required. Issues impairing, but not causing a total loss, of mission-critical functionality. Intermittent issues that affect mission-critical functionality. Inability to deploy a critical feature.
Priority 3 Issue has or will affect End User productivity. Any Issue or Error that involves partial loss of non-critical functionality. The problem impairs some operations but is acceptable to End User. Workaround may exist. Issues in the software or on the system that are not impacting mission critical functionality. Non-repeated issues that have impacted mission-critical functionality but have since recovered. Issues seen in a test, development, or pre-production environment that would normally cause adverse impact to a production cluster. Time-sensitive questions or information requests. Workaround in place.
Priority 4 No End User business impact. General "How to", configuration, functionality, or "What if" questions. Information requests. Documentation issues. Enhancement requests.

1. Priority Definitions. To ensure that all Errors are reported in a standard format, the parties have established the following Error definitions. These definitions will assist both parties in allocating the appropriate resources to resolve Errors.

2. Error Response Responsibilities and Notification Procedures. Both parties agree to the responsibilities and notification procedures stated below according to the priority level assigned to the Error unless each party's support engineers agree to a different frequency.

Priority 1 Errors
Initial Response: within 1 hour.
Status Reports: Status updates from MapR will be delivered to the customer every hour
MapR Responsibilities: MapR Resource dedicated 24x7 until a workaround or resolution is in place.
Customer Responsibilities: Customer resource available 24x7 to provide necessary diagnostic information. If the assigned engineer cannot reach the customer within 4 hours, the priority is temporarily lowered.

Priority 2 Errors
Initial Response: within 4 hours.
Status Reports: Status updates from MapR will be delivered every business day
MapR Responsibilities: MapR Resources available Monday through Friday during local business hours until a resolution or workaround is in place
Customer Responsibilities: Resources available to provide necessary diagnostic information Monday through Friday during local business hours until a resolution or workaround is in place.

Priority 3 Errors
Initial Response: within 1 business day
Status Reports: Status updates from MapR will be delivered every 5 business days until resolution is identified.
MapR Responsibilities: MapR Resources available Monday through Friday during local business hours until a resolution or workaround is in place.
Customer Responsibilities: Resources available to provide necessary diagnostic information Monday through Friday during local business hours until a resolution or workaround is in place.

Priority 4 Errors
Initial Response: within 1 business day
Status Reports: Status updates from MapR will be delivered every 7 business day until resolution is identified.
MapR Responsibilities: MapR Resources available Monday through Friday during local business hours until a resolution or workaround is in place.
Customer Responsibilities: Resources available to provide necessary diagnostic information Monday through Friday during local business hours until a resolution or workaround is in place.
Initial Response timelines above begin when Customer contacts MapR to report an Error and Error case is created. Customer can expect a return contact within this time.

3. Support Contact and Hours. MapR shall make support available on 24-hour x 7-day a week 365 days per year basis.

4. How to Contact Support.

Email: support@mapr.com – Recommended for Support Portal access type requests for MapR Standard and Technical Account Management (TAM) supported customers.

Phone: 1-855-NOW-MAPR (1-855-669-6277 option 2)

Support Portal: https://mapr.com/support/ (This is the preferred method for engaging support at MapR)

Web: https://mapr.com/support/overview/

Please note that MapR Support Services and systems are not designed to accommodate special security controls that may be required to store or process certain types of sensitive data. Do not submit any health, payment card or other sensitive or regulated data as part of your support request.

During the course of Error Correction or Issue resolution, it may be necessary to provide MapR support personnel with configuration and diagnostic information about your systems. For the convenience of our customers, MapR provides several methods to transmit this data including, but not limited to, email, the Support Portal, and a secure FTP server.

Customers will not transfer to MapR or provide MapR support personnel with any access to Protected Data, except for Protected Data related to your support contact persons. In the event Protected Data is inadvertently transmitted to MapR notwithstanding this prohibition, upon discovery of the Protected Data by MapR, or upon your instruction should you discover the inadvertent transmission prior to MapR's discovery, MapR will promptly delete the Protected Data and provide you with notice of the same.

5. Duration of Support Services. MapR will provide Support Services for (1) the current Major Release of the Software, and (2) the most recent previous Major Release of the Software for 18 months from the general availability date of the current Major Release of the Software ("Active Support Period").

6. Extended Support. Customers may decide to continue to use Major Releases of the Software older than the most recent previous Major Release, provided however, that Customers who require Support Services for such older Major Releases will do so under a separate agreement and for an additional fee.

7. Backward Compatibility. Major Releases, Upgrades, and Updates will not have an adverse effect on overall functioning of the Software. Material pre-existing functionality delivered in the most recent previously released Software will be carried forward to Major Releases, Upgrades, or Updates.

8. End of Support. MapR will, from time to time, have products that reach the end of their product lifecycle. An End of Maintenance matrix is published on the MapR website: http://doc.mapr.com/display/MapR/OS+Support+Matrix. The End of Maintenance Date published on the End of Maintenance matrix is the last date a particular release will be supported. This includes any issue triage, maintenance updates, bug fixes and emergency patch support. Customers with valid license/support contracts can continue to contact MapR support for upgrade related activities.

9. Exceptions. Notwithstanding the foregoing, MapR shall not be obligated to provide support services in the following circumstances: (1) Customer is not current in its payments to MapR, (2) the Errors arise or result from (a) failure of Customer or its customer to maintain the operating environment required by the Documentation, (b) design functionality failures, specification inadequacies, failures arising from any software, hardware or other related services provided by a party that is not MapR; (c) accident, disaster, neglect, abuse, misuse, improper handling, testing, storage or installation including improper handling in accordance with static sensitive electronic device handling requirements; (d) alterations, modifications or repairs by Customer, or third parties; (e) failure to implement bug fixes or other workarounds provided by MapR; (f) any Errors in any Software version that has reached its end of life as is no longer supported; and (g) the version of the Software known as the Community Edition (M3).

10. Privacy and Security MapR will provide technical support in accordance with MapR's Privacy Policy available at https://mapr.com/privacy-policy/ and MapR's Support Security Practices, as referenced below.

MapR is deeply committed to the security of its technical support services. In providing Standard Support, MapR will adhere to the MapR Support Security Practices, which are available at https://mapr.com/supportpolicy/assets/MapR_Tech_Support_Security_Policy_3.18.pdf. The MapR Support Security Practices are subject to change at MapR's discretion; however, MapR will not materially reduce the level of security specified in the MapR Support Security Practices during the License Term.

11. Support Services Tool

To better enable MapR to perform Error Correction, MapR may make available for download and installation by Customer a tool to assist in the collection and transmission of configuration data ("Tool"). The Tool is designed to collect information concerning the configuration of your MapR environment ("Tool Information") and not access, collect or store any Protected Data or business data files residing in your MapR environment. The Tool only initiates outbound communications to MapR and does not listen for inbound communications.

Unless otherwise provided in an Order Form, installation and use of the Tool is voluntary. Customer controls the installation configuration of the Tool. By using the Tool, you consent to the transmission of your Tool Information to MapR for the purposes of better providing support services. In addition, the Tool Information may be used by MapR to assist you in managing your MapR product portfolio, for license and services compliance and to help MapR improve upon Software and Services.

MapR Technical Support Manager (TAM) Support Policy

MapR Technical Support Manager Support is a paid service. MapR Technical Support Manager Support includes MapR Standard Support. TAM Support means an offsite, dedicated Technical Account Manager ("TAM") for stage, QA, development and production from a Level 3 type personnel with deep knowledge of products and Hadoop ecosystem. The TAM will be available in the Customer's specified time zone during business hours to provide Customer with proactive, holistic support by having complete view of projects by region, by stage and characteristics. The TAM will be a single point of contact and escalation for support issues, and will work on all Customer tickets as appropriate. The TAM will make reasonable efforts to streamline Customer problem resolution with MapR Engineering. The TAM will make recommendations for optimum cluster performance, provide update guidance, and participate in quarterly status reviews. The TAM will not be responsible for any new implementation or custom development work.