Support Policy
Effective April 15, 2020
The InfluxData Support Program describes InfluxData’s current support offerings and support policies for the Software and Subscription Services. InfluxData may modify the Support Program at any time in its sole discretion, by posting a revised version at www.influxdata.com/legal. Notwithstanding the foregoing, InfluxData agrees that there will be no material diminishment in the benefits provided to Customer under this Support Program during Customer’s Term (as set forth in Customer’s Sales Order). In the event of a conflict between this Support Program and the Customer’s commercial agreement with InfluxData (for the Software or the Subscription Services, as the case may be) (the “Agreement”), the Agreement shall control, but only to the extent of such conflict. For clarity, this Support Program does not apply to InfluxData Open Source, pre-release materials and/or beta features and products, early adopter programs and development licenses. Capitalized terms used herein, but not defined, shall have the meanings set forth in the applicable Agreement.
Subject to Customer’s payment of the applicable Fees and Customer’s compliance with the Agreement, InfluxData will provide the following Support Services with respect to the Software and Subscription Services:
1.1 InfluxData shall perform all Support Services remotely unless otherwise arranged in a Statement of Work.
1.2 Customers electing Gold, Enhanced or Usage based support plan coverage shall receive interactive and email support pursuant to the following schedule:
- US business hours shall be defined as 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. Coverage hours exclude the following US holidays: New Year’s Day, Presidents’ Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Columbus Day, Veterans’ Day, Thanksgiving, Day after Thanksgiving, Christmas Eve Day, Christmas, New Year’s Eve Day.
- EMEA business hours shall be defined as 8:00 a.m. to 8:00 p.m. GMT, Monday through Friday. Coverage hours exclude the following Bank holidays: Good Friday, Easter Monday, Early May Bank Holiday, Spring bank holiday, Summer bank holiday, Juneteenth, Christmas Day, Boxing Day.
- APAC business hours shall be defined as 8:00 a.m. to 8:00 p.m. Singapore Time, Monday through Friday.
If a given holiday falls on a weekend, the observed weekday holiday will be considered non-business hours for coverage purposes. Hours of coverage will be adjusted in accordance with locale-specific daylight-saving alterations.
Customers electing Platinum support plan coverage shall receive interactive and email support twenty-four hours a day, seven days a week.
1.3 Submitting Support Requests
1.3.1 Customer may submit support requests (“tickets”) through InfluxData’s support platform (“Support Platform”) by emailing [email protected], entering a ticket at https://support.influxdata.com, or, for Critical Issues, by opening a case AND by contacting the InfluxData support team by telephone at the toll-free telephone numbers +1 855-958-1047 and +44 808-196-6148.
1.3.2 InfluxData will keep a record of each ticket within the Support Platform to enable Customer to see all current tickets, enter new tickets, review historical tickets and edit or respond to current tickets. The InfluxData Support Platform is configured to send email notifications to Customer when a ticket is updated.
1.3.3 All tickets are assigned a ticket number and responded to automatically to confirm receipt of such ticket; however, such automated response shall not be considered a response as set forth in Section 1.4.4. All correspondence and telephone calls are logged with a time-stamp for quality assurance.
1.3.4 Severity Level 1 (Critical) issues must be simultaneously reported by telephone and through the Support Platform. All issues categorized with a severity level other than Severity 1 should be reported through the Support Platform; however, reporting a non-Severity 1 issue by telephone shall not affect the response time service level as set forth in Section 1.4.4. When reporting an issue Customer must specify how the issue is affecting its use and/or access of the Software or Subscription Services.
1.4 Support Severity Levels
1.4.1 Upon receipt of a ticket, an InfluxData support engineer will initiate efforts to verify the issue and set the severity level in consultation with the Customer. InfluxData will work with Customer to assess the urgency of a ticket and to assign the appropriate severity level.
1.4.2 An InfluxData support engineer will respond to Customer after setting the severity level within the response time for the applicable severity level listed in Section 1.4.4.
1.4.3 InfluxData’s support engineer will work diligently on diagnosing and resolving the issue for the applicable severity level listed in Section 1.4.4.
1.4.4 The table below show the methods for reporting issues, the initial response time obligation, and the interval between updates from submission of a ticket until the closure of such ticket, and the effort period that will be used to resolve the issue.
| Severity Level | Response and Update Interval – Basic* | Response and Update Interval – Enhanced/Usage Based (12X5 M-F)* | Response and Update Interval – Gold (12X5 M-F) | Response and Update Interval – Platinum (24X7) | Reporting Method |
|---|---|---|---|---|---|
| 1 | 4 calendar hours | 4 calendar hour | 4 calendar hours | 1 calendar hour | Phone & Support Platform |
| 2 | 1 business day | 1 business day | 4 business hours | 4 business hours | Platform |
| 3 | 2 business days | 2 business days | 2 business days | 1 business day | Platform |
(*) Basic and Enhanced are additional support options available for InfluxDB Cloud 1 customers. Usage based is an additional support option available for InfluxDB Cloud 2 customers.
Basic support comes with 24/7 monitoring and triage of InfluxCloud infrastructure issues. Basic support does not include support for questions about using, optimizing, or troubleshooting InfluxDB itself.
Enhanced (InfluxDB Cloud 1) and Usage based (InfluxDB Cloud 2) support also includes 12X5 M-F support with access to support engineers to help troubleshoot issues and answer questions about all components of the relevant InfluxDB Cloud platform, including questions about using, optimizing, or troubleshooting InfluxDB.
All Single Node InfluxDB Enterprise (one Data Node and one Meta node, officially supported configuration) and non-production issues are treated as Severity 3 at all times.
InfluxData also offers a number of (free) community support channels, Slack.
1.4.5 When setting the severity level, InfluxData’s support team will use the definitions, and carry out operational procedures, as stated in the table below.
| Severity Level | Definition | Responsibilities |
|---|---|---|
| 1 (Critical) | In the event that any cluster experiences a complete failure and is unable to be restarted, such that the entire system is offline, or that most or all reads and/or writes are failing, this will constitute a Critical issue. | InfluxData will use continuous efforts on a 24×7 basis to provide a resolution for any Severity 1 problem as soon as commercially reasonable. Resolution may include temporary fixes and/or a work-arounds to restore function. As soon as core functionality is available, the severity level will be lowered to level 2 or level 3, as appropriate. |
| 2 (High) | In the event that any cluster experiences a partial failure, such that the entire system is still available for reads and writes but is still malfunctioning in some way, or is significantly non-performant, this will constitute a High issue. | InfluxData will use reasonable efforts during the coverage hours to provide Customer with a work-around as soon as reasonably possible, balanced against higher severity level cases. After providing a work-around, InfluxData’s support engineers will work on promptly developing a permanent resolution to the issue. |
| 3 (Standard) | Product issues that relate to the usage of the clusters, such as performance tuning, modifying configuration settings, building out application logic, and any other non-failure troubleshooting will constitute a Standard. | InfluxData will review and respond to information requests with a reasonable level of effort during coverage hours. |
| 4 (Request) | All other requests related to cosmetic issues and feature requests to the InfluxData products and/or services. | InfluxData will review cosmetic issues and proposed feature requests to determine whether it is a viable product enhancement for a future release. There is no response or resolution time associated with Requests, however Customer shall be notified in the event a Request is implemented. |
1.5 Customer Responsibilities
1.5.1 Customer will (i) provide InfluxData, at its request, with reasonable access to appropriate personnel, network resources, and maintenance logs and (ii) comply with InfluxData’s instructions regarding the use of and/or access to the Software or Subscription Services as the case may be. InfluxData’s assistance with resolution of issues is dependent on Customer’s cooperation and assistance. Without limiting the foregoing, a Severity 1 issue requires Customer’s technical team to be available 24 hours a day to work with InfluxData so that any further documentation required to continue work can be obtained, and to provide further information and assistance. If Customer’s technical team is not available to provide the required documentation, information or assistance, the severity of the incident may be downgraded to a Severity 2, and shall remain downgraded until all required documentation, information, and assistance is provided.
1.6 Escalation
1.6.1 In the event that Customer receives unsatisfactory Support Service or wishes to escalate an issue for urgent action, Customer may escalate as follows:
- Director of Support: 415-295-1901 x15
- VP of Customer Success and Technical Services: 415-295-1901 x22
2. Support Services specific to Software
2.1 InfluxDB Enterprise certified systems are defined as those running on an x86-compatible, 64-bit architecture with a Red Hat, CentOS, Fedora, Amazon Linux, Debian, or Ubuntu distribution of Linux and for which a supported GoLang compiler exists.
2.2 InfluxData will provide a reasonable level of assistance to the Customer to install any and all components which constitute InfluxDB Enterprise on Customer’s systems built from a certified system, as defined in Section 2.1. InfluxData does not guarantee that InfluxDB Enterprise can be installed on all of Customer’s hardware. InfluxData will prioritize hardware issues that occur on machines that have been specified by InfluxData as certified systems.
2.3 InfluxData will support the standard installation, applications and system administration of InfluxDB Enterprise.
2.4. Patches, Updates, and Releases to the Software
(a) In the course of diagnosing issues raised to the support team, InfluxData understands that updates may need to be made to the Software and released to Customer outside of the normal product deployment cycle. These releases will be made and available for download onto Customer’s systems in a timely manner as necessary to move those issues to resolution.
In terms of defining releases, backward compatibility is maintained within a major release. There is no guarantee of compatibility across major releases.
Major Release
Major Releases (X.y.z) are vehicles for delivering major and minor feature development and enhancements to existing features. They incorporate all applicable error corrections made in prior Major Releases, Minor Releases, and Maintenance Releases.
Minor Release
Minor Releases (x.Y.z) are vehicles for delivering minor feature developments, enhancements to existing features, and error corrections. They incorporate all applicable error corrections made in prior Minor Releases and Maintenance Releases.
Maintenance Release
Maintenance Releases (x.y.Z) are vehicles for delivering error corrections that are severely affecting a number of customers and cannot wait for the next Major Release or Minor Release. They incorporate all applicable error corrections made in prior Maintenance Releases. There is no predefined schedule for Maintenance Releases, these are released as needed based on customer feedback and outstanding errors.
Any other fourth digit or beyond numbering may constitute special releases to address specific customer issues and will be delivered by exception only. It is the expectation that any fourth digit releases will be retired in a timely manner by the customer once the issue has been addressed within a standard release.
(b) InfluxData will provide Support Services for the current Minor Release (x.Y) of the Software and the immediately preceding Minor Release (x.Y) of the Software, inclusive of all Maintenance Releases (x.y.Z) included in the respective Minor Release. (By way of example only, InfluxData releases 1.8 (Major release version 1, Minor release version 8) and several maintenance releases thereafter (1.8.1, 1.8.2 and so forth). InfluxData then releases a new Minor Release, 1.9 (Major release version 1, Minor release version 9) and several maintenance releases thereafter (1.9.1, 1.9.2 and so forth). In this example, InfluxData would provide Support Services for 1.8 and 1.9 and all of its respective maintenance releases).
(c) In the event InfluxData releases a Major Release (X.y), InfluxData will provide Support Services for the current Major Release (X.y) of the Software and the immediately preceding Minor Release (x.Y) of the Software, inclusive of all Maintenance Releases (x.y.Z) included in the respective Minor Release for at least 12 months from the InfluxData general availability of the Major Release. (By way of example only, InfluxData releases 2.0 (Major release version 2, Minor release version 0) and several maintenance releases thereafter (2.0.1, 2.0.2 and so forth). In this example, InfluxData would provide Support Services not only for 2.0 and its maintenance releases, but also 1.9 and all of its respective maintenance releases for at least 12 months from the InfluxData general availability of 2.0).
2.5 InfluxData shall not be obligated to provide Support Services for the Software in the following circumstances: (a) any use of a version of the Software other than the current version or the immediately preceding version provided by InfluxData as further described in Section 2.4(b) and 2.4(c) above (b) any use of the Software in a computing environment that does not meet the system requirements and security requirements set forth in the Documentation, including hardware and operating system requirements (c) any issues arising from the failure of the Software to interoperate with any other software, except to the extent that such interoperability is mandated in the applicable Documentation (d) any violation of the terms of the Agreement (e) damage caused by Customer’s misuse, abuse, negligence, or accidents, or any factors beyond InfluxData’s control (f) any defect or nonconformance that is not reproducible by InfluxData.
2.6 Support Services specific to the InfluxDB Insights Software
Notwithstanding anything to the contrary contained herein, in the event Customer elects to license the InfluxDB Insights Software, the following Support Services shall apply:
- InfluxDB Insights transmits certain diagnostic data to InfluxData in connection with Customer’s use of InfluxDB Enterprise, including without limitation system performance, capacity and memory usage, performance metrics, error and information messages, and usage data. Additionally, and entirely at Customer’s election and control, Customer may enable the capture of certain log data in connection with InfluxDB Insights (together “Diagnostic Data”).
- InfluxData shall monitor the Diagnostic Data on a 24 x 7 basis and alert Customer to potential issues by initiating a pending support ticket through the Support Platform, using certain pre-defined alert criteria solely as determined and implemented by InfluxData.
- InfluxData shall set the Severity level of the pending support ticket but shall not be held to any response times or update intervals under Customer’s applicable Support Program, unless and until the support ticket is moved to “open” status by Customer.
- Diagnostic Data shall be used only in connection with the provision of Support Services to Customer.
3. Support Services specific to Subscription Services:
3.1 InfluxData shall not be obligated to provide Support Services for Subscription Services in the following circumstances: (a) assistance in the development or debugging of Customer’s system, including the operating system and support tools (b) information and assistance on technical issues related to the installation, administration, and use of enabling technologies such as databases, computer networks, and communications (c) assistance with the installation and configuration of hardware including, but not limited to, computers, hard disks, networks, and printers (d) technical support, phone support, or updates to non-InfluxData products or third party enabling technologies not licensed under the Agreement (e) support for altered or modified Subscription Services (f) damage caused by Customer’s misuse, abuse, negligence, or accidents, or any factors beyond InfluxData’s control or (g) use of the Subscription Services inconsistent with InfluxData’s instructions.
