OBOT AI, INC. SUPPORT TERMS
1. Overview. Support Services are provided at varying levels corresponding to the Software Subscription tier purchased by Customer. Once a Software Subscription is purchased, an Obot representative will activate the Customer in the Obot Support Portal system which will enable the Customer to obtain technical support at the appropriate level of service. Capitalized terms not defined herein are defined in the ELA: https://www.obot.ai/ela/.
2. Updates. These Support Terms will be updated periodically. For example, as new releases
become Generally Available, the End of Maintenance and End of Service dates will be
refreshed, and new products may be added, and older products may be modified or deleted
from the Obot Support Matrix. Customers will be notified in writing when the Terms of
Service are changed. Customers may also consult the Obot website for the latest version:
https://www.obot.ai/support-terms/.
3. Service Level Agreement. The Obot SLA is defined in terms of initial response time after a Customer files a support ticket. Obot has defined 4 severity levels under which tickets can be filed (depending on the level of support purchased), described in the table below:
| LEVEL | DESCRIPTION |
| Severity 1 | Defined as an incident where there is widespread failure or complete unavailability of Obot Software functionality. If a Severity 1 issue has an identified workaround it will be reclassified as a Severity 2 issue. |
| Severity 2 | Defined as an incident where core Obot Software functionalities can continue to operate in a restricted fashion, although long-term productivity may be impacted. If a Severity 2 issue has an identified workaround it will be reclassified as a Severity 3 issue. |
| Severity 3 | Defined as an incident that causes partial, non-critical loss of Obot Software functionality. It may also be a major software defect that impacts the Customer when performing some actions and has no workaround. |
| Severity 4 | Defined as: (1) a request for Obot information or query, (2) feature requests for the Software, (3) performance problems with little or no functionality impact, or (4) Software defects with workarounds or medium or low functionality impact. |
The Customer will provide an initial severity level associated with a ticket. The Obot Support Manager will determine, in Obot’s sole discretion, if the ticket was correctly classified and may increase or decrease the assigned severity level.
An initial response consists of an Obot support technician acknowledging the support request and logging the problem in Obot’s support system. The Customer is automatically notified via email that support for the issue has begun with a link back to the support ticket in the Customer support portal.
On-going response time indicates the duration of time, since the last update to the Customer, in which Obot Support will respond back to the Customer to provide a periodic update on the progress of a ticket.
Time zone options for business day/hour selection: San Francisco (US Pacific, default), Amsterdam (CET), Shenzhen (CST), Sydney (AET)
Response times, per plan, are shown in the table below, for each severity level:
Platinum Plan
| SEVERITY LEVEL | INITIAL RESPONSE | ONGOING RESPONSE | BUSINESS/DAY/HOUR DEFINITION |
| Severity 1 | 1 hour | 2 hours | Every Day, 24 x 7 |
| Severity 2 | 2 hours | 4 business hours | Mon – Fri, 0900 – 1700US Pacific or Customer-selected time zone |
| Severity 3 | 1 business day | 1 business day | Mon – Fri, 0900 – 1700US Pacific or Customer-selected time zone |
| Severity 4 | 2 business days | 2 business days | Mon – Fri, 0900 – 1700US Pacific or Customer-selected time zone |
Standard Plan
| SEVERITY LEVEL | INITIAL RESPONSE | ONGOING RESPONSE | BUSINESS HOUR DEFINITION |
| Severity 1 | N/A | N/A | Severity 1 support response times are not included in Standard Support Plans. Severity 1 issues will be supported under Severity 2 response times. |
| Severity 2 | 24 business hours | 48 business hours | Mon – Fri, 0900 – 1700US Pacific or Customer-selected time zone |
| Severity 3 | 2 business days | 4 business days | Mon – Fri, 0900 – 1700US Pacific or Customer-selected time zone |
| Severity 4 | Reasonable Effort | Reasonable Effort | N/A |
4. Obot Lifecycle Terms
4.1 Definitions.
(a) “General Availability (GA)” means the date that signifies when a Customer may purchase a support plan for a new product release from Obot that is tagged “Stable”. Support plans are only for published product releases that are tagged “Stable”. Any product release with the “Latest” tag is meant solely for open source community users and not covered by a support plan from Obot.
(b) “End of Maintenance (EOM)” means the date that signifies when a specific product release will have no further code-level maintenance other than security-related updates deemed critical by Obot. Security issues could be related to publicly identified security vulnerabilities or privately by Obot and its ecosystem partners.
(c) “End of Life (EOL)” means the date after which neither security-related maintenance builds, nor technical support through Obot, will be available for a product release.
(d). “Major Releases” (X.y.z) deliver major features and enhancements. They are not guaranteed backwards compatible with any previous Major Release.
(e) “Minor Releases” (x.Y.z) deliver minor feature developments, enhancements to existing features, and bug fixes. They incorporate all applicable fixes made in prior minor and maintenance releasees.
(f) “Maintenance Releases” (x.y.Z) deliver bug fixes that are severely affecting a number of customers and cannot wait for the next major or minor release. They incorporate all applicable fixes made in prior maintenance releases.
4.2 Obot Software Support Phases
| 3 PHASES | 4 DESCRIPTION |
| 5 GA to EOM | 6 Upon the General Availability date, products are supported and maintained until the End of Maintenance date. 7 Support may entail general troubleshooting of a specific issue to isolate potential causes. Issue resolution is pursued through one or more of the following: Applying configuration changes Upgrade recommendations to an existing newer version of product Code-level maintenance in the form of Software updates; typically, results in a maintenance release, which is a newer version of product that was not existing at the time the issue was encountered. |
| 8 EOM to EOL | 9 After a product release reaches its End of Maintenance date, no further code-level maintenance will be provided, except for critical security- related fixes on a per-request basis. 10 After the EOM date, Software will continue to be supported until it reaches its End of Life date, in the form of: General troubleshooting of a specific issue to isolate potential causes Upgrade recommendations to an existing newer version of product 11 Issue resolution limited to applying configuration changes and/or an upgrade recommendation to an existing newer version of product |
| 12 EOL | 13 Once a product reaches its End of Life date, the customer may continue to use the product within the terms of End User Licensing Agreement. Support Plans from Obot do not apply to products past their EOL date. |
4.3 Obot Software Lifecycle and Support Phases
SLAs only apply to Obot Software found in the chart below with their corresponding phases of product lifecycle.
Obot Product Lifecycle
| VERSION | GA | EOM | EOL |
4.4 Support Tickets. A Support Ticket means a discrete technical, or non-technical, issue that is submitted by Customer to Obot requiring a response as specified in this document. A Support Ticket exists in the Obot Support Portal and includes all the communication associated with the issue.
4.5 Support Portal Access and Support Ticket Entry. Obot provides a full featured, web-based support ticket management system. The support portal is available to Customers who have purchased any support tier, twenty-four hours a day, seven days a week and is the primary method for support ticket submission. The support portal allows Customer to enter support tickets, add information to existing support tickets, receive information and updates about support tickets, close support tickets, and list their current open and closed support tickets.
4.6 Escalation Path. We hope you are satisfied with the support you purchased and that your organization’s needs are addressed promptly. However, Obot recognizes that there may be times when additional attention or assistance is required. Obot may make its Support Manager available, in Obot’s sole discretion, to discuss cases that have gone unresolved for a duration deemed unsatisfactory by the Customer. Upon request, the Support Manager will provide the Customer with contact information for the Vice President of Engineering or the Vice President of Customer Success to discuss issues that the support team has been unable to resolve or that were resolved in an unsatisfactory manner.
4.7 Access. In the fulfilment of Obot Support Services obligations, Obot may require actual or remote access to the Licensed Software Product and/or the systems on which the Licensed Software operates. With Obot’s assistance, Company agrees to provide any such access and other assistance reasonably requested by Obot. Company agrees that providing such access and assistance is a condition to Obot’s obligation to provide Support Services under this Agreement.
5. Miscellaneous
5.1 Issues resulting from third party tools (typically, for reasons such as security) interfering with Docker, Kubernetes, or other necessary system calls are deemed resolved should disabling such tools restore functionality.
5.2 Certified configurations are based on default settings of individual components. Where Customer has deviated from certified configurations, Obot reserves the right to require the Customer to revert to a certified configuration to resolve the reported issue. If Customer is unwilling to revert to a certified configuration Obot will no longer be subject to any SLA regarding the affected Product, component, or configuration.
5.3 Running Kubernetes clusters in uncertified configurations may be possible, but Obot does not recommend doing so.
5.4 Upgrade of any individual component to a different version is likely to result in system downtime.
5.5 Changes to default settings of individual components may be necessary on a case-by-case basis, for reasons such as fine tuning for performance and scale. Obot recommends engaging with Obot Consulting.
5.6 Obot SLAs do not apply to issues within applications that are not found on Obot’s support matrix.
5.7 Issues may be referred to the entity that created the application, as appropriate.
5.8 For ensuring best support and clarity on supportability, Obot recommends Customer publish a list of components that are critical to its deployment but not explicitly called out in the support matrix.