ApertureData Support Policy
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Last Updated: 10/10/2024

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ApertureData Inc. (“ApertureData”) provides Support of eligible software under the terms of this Support Policy as long as Customer maintains a current subscription to Support. “Support” means the services described in this Support Policy and does not include one-time services or other services not specified in this Support Policy, such as training, consulting or custom development. This Support Policy is part of and subject to an agreement with ApertureData (the “Agreement”) that includes the Enterprise Terms and the Order Schedule under which Customer purchased its Subscription to Support.

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• Supported Software
  
  If you contact us directly, we may receive information about you. For  example, when you contact us, we will receive your name, email address, phone number, the  contents of a message or attachments that you may send to us, and other information you  choose to provide. When we send you emails, we may track whether you open them to learn  how to deliver a better customer experience and improve our Services.
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• Technical Contacts
  
  ‍Support may be initiated and managed only by Customer’s Technical Contacts. “Technical Contacts” are named individuals who are responsible for administration of the Supported Software within Customer’s organization.
  
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• Informational Support
  
  ‍ApertureData will provide reasonable product and technical support to address questions concerning use of the Supported Software. Technical Contacts may initiate Support by emailing to support@aperturedata.io. Support is provided in the English language only.
  
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• Technical Currency
  
  ‍As part of Support and at no additional license fee, ApertureData will provide Customer with Updates. As used herein, “Updates” means all Software new releases, updates, upgrades, modifications, improvements, versions, replacements, fixes, and enhancements, and other changes to the Supported Software, that ApertureData generally makes available at no additional charge to its customers, or which are otherwise provided to Customer by ApertureData under the Agreement.
  
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• Issue Resolution
  
  ‍ApertureData will make commercially reasonable efforts to resolve any Issues submitted by Customer’s Technical Contacts. Such efforts may include helping with diagnosis, suggesting workarounds, providing patches, temporary builds, or contributing a change to the Supported Software for inclusion in a new release. An “Issue” is a material and verifiable failure of the Supported Software to conform to its Documentation. Support will not be provided for (1) use of the Supported Software in a manner inconsistent with the applicable Documentation, (2) modifications to the Supported Software not provided by or approved in writing by ApertureData, or (3) use of the Supported Software with products or software not provided or approved in writing by ApertureData.
  
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• Service Levels
  
  ‍When a Technical Contact submits an Issue, ApertureData will reasonably assess its priority according to the appropriate priority levels defined in Table 1. ApertureData will confirm the priority level with Customer and will resolve any disagreement regarding the priority as soon as is reasonably practical.
  
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  ‍Urgent and High priority levels are not available for non-production software.Table 1: Support levels for Issues at Different Priority Levels
  
  ‍“Urgent” means a catastrophic problem in Customer’s production systems. Examples include a complete loss of service, production systems that are crashed, a production system that hangs indefinitely, or when Customer cannot continue essential operations.
  
  “High” means a high-impact problem in Customer’s production systems. Customer’s essential operations are seriously disrupted, but a workaround exists which allows for continued essential operations.
  
  “Normal” means a lower impact problem on a production or non-production system that involves a partial or limited loss of non-critical functionality, or some other problem involving no loss in functionality. Customer can continue essential operations. Normal problems also include all problems on non-production systems, such as test and development systems.
  
  “Low” means a general usage question. It also includes recommendations for requests for new products or features, and requests for enhancements or modifications. There is no impact on the quality, performance, or functionality of the product in a production or non-production system.
  
  “Business hours” are from Monday - Friday, 5am to 6pm PT
  
  “Business day” is a day from Monday - Friday PT excluding federal holidays.
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  ‍Support Details for Non Production Software Subscription (Basic Support)
  
  ‍During the Subscription Period, for issues at Priority Levels S3 and S4 as outlined in the Table 1 above, ApertureData shall provide technical support to address any questions, concerns, fixes necessary to use Software as follows: (i) email support (at support@aperturedata.io ), emails will be answered according to their specific priority level; and (ii) slack support on Aperture slack channel (aperturedata.slack.com), where messages will be answered according to their priority level.
  
  Support coverage statement
  
  ‍As per support policy, if you are a licensed customer…
  
  
  We support
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  • Diagnosis and resolution of product defects
  • Installation, configuration, and migration issues
  • License issues
  • How-to questions
  • Delivery of updated documentation and software packages
  • Installation/migration walkthroughs*
    
    
    
    * We support sharing best practices around installation/migration walkthroughs and pipeline and job design optimizations, and will try to support you. Where we feel that your question is too custom and would require more dedicated support, we may suggest alternative ways, which may incur additional costs.
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• ‍Customer Responsibilities
  
  Customer shall provide ApertureData with logs, sample data, process information, online access to the Supported Software, supporting analysis, and access to Customer’s Technical Contact as reasonably required to allow ApertureData to resolve reported Issues. Customer is responsible for the adequate duplication and documentation of all of its files and data for back-up purposes.
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• How to Escalate a Support Issue
  
  ApertureData Support is committed to providing accurate and timely solutions to technical support needs. If Customer has a critical or serious technical issue on its production system or is not satisfied with the response or resolution provided by ApertureData Technical Support, Customer may use one of the following escalation paths to have its concerns addressed:
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  1. For support issues where the business impact has changed or was not correctly stated initially, request to have the priority of the ticket increased according to the above service level definitions.
  2. For an existing issue that has become critical in nature where Customer’s production system is down, inaccessible, or Customer is dissatisfied with the ApertureData response or resolution, follow the procedure below for management review.
     
     
     1. Verify that the support email is up-to-date and all requested information and files have been provided and request an escalation.
     2. Contact support@aperturedata.io or call one of the escalation phone numbers found in the “Welcome to ApertureData” email. Customer’s Technical Contact will be asked for the Technical Contact’s name, company name, ticket number, contact number, and reason for the escalation.
     3. Once an escalation has been received, the Support Manager will contact Customer’s Technical Contact to acknowledge the escalation and determine the mode of communication and frequency of updates. The Support Manager will work to ensure that the appropriate resources are available to identify a solution or workaround.
• End of Life Policy
  
  Support covers (1) the current Major Release;and (2) the Major Release that was available immediately prior to the current Major Release only for security fixes; and (3) all Minor Releases under a supported Major Release. If none of the conditions in the preceding sentence are met, then the Supported Software has reached its End of Life (“EOL”).
  
  “Major Release” means a new version of the Supported Software made generally available by ApertureData with substantial improvements, enhancements and bug fixes, represented by a change in the number to the left (such as a version change from 1.1.0 to 2.0.0).
  
  “Minor Release” means a version change represented by a change in the number to the right of the last decimal point.
  
  The Supported Software will reach its End of Service Life (“EOSL”) 6 months after the EOL. Until the EOSL (and provided Customer has a current Subscription to Support), if Customer has identified a defect in a Major Release that has reached EOL, ApertureData will evaluate fixing the defect in a release that has not reached EOL. After the EOSL, ApertureData will not support, in any way, a Major Release and/or any Minor Releases of that Major Release.
  
  Support for other versions of the Supported Software is not provided under this Support Policy. Support only covers use of the Supported Software on the platform or operating system versions that are specified at www.ApertureData.co/product . Support does not cover use of the Supported Software on platforms or operating systems that are no longer supported by the original vendor.
  
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• Continuous Support
  
  In order to receive uninterrupted access to ApertureData Support from one subscription term to the next, Customer must renew their subscription to Software in a timely manner to avoid a lapse in Support
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• Amendments
  
  ‍Except as expressly provided herein, no modification of this Support Policy will be effective unless contained in writing and signed by an authorized representative of each party. From time to time, ApertureData may amend this Support Policy in its sole discretion. ApertureData will post the amended terms on the ApertureData website at www.apertureData.io/support-policy. ApertureData will also update the “Last Updated Date” at the top of this Support Policy. By continuing to access or use Support after ApertureData has provided Customer with such notice of a change, Customer is indicating that it agrees to be bound by the modified Support Policy. If the changes have a material adverse impact on and are not acceptable to Customer, then Customer must notify ApertureData within 30 days of the applicable Last Updated Date. If ApertureData cannot accommodate Customer’s objection, then the prior Support Policy shall govern until the expiration of the then-current subscription period. Any renewed subscription will be governed by the then-current Support Policy. No term or condition contained in Customer’s purchase order or similar document will apply unless specifically agreed to by ApertureData in writing, even if ApertureData has accepted the order set forth in such purchase order, and all such terms or conditions are otherwise hereby expressly rejected by ApertureData.