As referenced in the license agreement (the "Agreement") under which you obtain and are granted the right to use Joyent’s software (the "Software") and the applicable Order From under which you ordered Support Services, this Support Services Policy document is the primary document used to communicate Joyent's support policies. This Support Services Policy sets forth Joyent's support terms and conditions, as well as provides a description of Joyent's technical support levels.
Capitalized terms used herein shall have the meaning set forth below, or in the Agreement, as applicable:
Technical contacts are the liaisons between Customer and Joyent for technical support for the Joyent Software. Technical contacts should have, at a minimum, Joyent’s introductory product training, to ensure that they are knowledgeable about the Joyent Software, and its operating environment in order to help resolve system issues and to assist Joyent in analyzing and resolving support problems.
Customer is expected to establish and maintain the organization and processes to provide support directly to its end-users of Customer’s "cloud computing" service.
Joyent’s policy is to provide Support Services for each major version release of the Software for a minimum period of two years following the date on which such major version release is first made generally available to customers. Extended Support, as described below, is available for an additional three years ("Extended Availability Period") for a fee.
|Product Lifecycle||Years||Support Offering|
|General Availability||Years 1-2||Standard Support|
|Extended Availability||Years 2-5||Extended Support|
Standard Support: 1.1 Technical support during support hours as specified for the level of support ordered 1.2 Unlimited web access to Joyent’s knowledge base, forums, wiki and other online tools 1.3 Software Upgrades and Updates
Extended Support: 2.1 No certification with new third party products/services 2.2 Code fixes/patches will no longer be developed for non-critical problems
Customer’s production use of the Joyent Software is stopped or so severely impacted that it cannot continue to operate, and the Customer has experienced a complete loss of the production service. The operation is mission critical to the business and the situation is an emergency.
Customer is experiencing a severe loss of service. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
Customer is experiencing a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality
Customer is requesting information, a product enhancement, or documentation clarification regarding Joyent Software.
Severity 1 technical support requests should be made via the telephone using the phone number provided by Joyent. Severity 2 - 4 technical support requests may be submitted online through Joyent's web-based customer support systems or by email.
Joyent will use commercially reasonable efforts to respond to Customer-submitted issues per the above guidelines:
|Severity 1||1 hour, 24x7|
|Severity 2||3 hours, 8x5 Standard Business Hours|
|Severity 3||5 hours, 8x5 Standard Business Hours|
|Severity 4||End of Next Business Day|