HAZELCAST, INC. SUPPORT SERVICES POLICY
Effective September 22, 2016
This Hazelcast, Inc. Support Services Policy is the primary document used to communicate Hazelcast’s support
policies to licensees of Hazelcast software products (each such licensee, a “Customer”), including Hazelcast’s
software products available under both proprietary licenses and open source licenses (collectively, “Software”). As
referenced either in the proprietary license agreement under which you obtain and are granted the right to use
Hazelcast’s commercial software and/or the agreement under which you obtain a subscription (“Subscription”) to
Hazelcast’s support services (in each case, the “Agreement”), this Support Services Policy sets forth Hazelcast’s
support terms and conditions, as well as provides a description of Hazelcast’s support levels. Capitalized terms not
defined herein have the definition set forth in the applicable Agreement.
1. Scope of Support Services.
The scope of the Support Services provided to Customer includes general assistance and support regarding the
installation of the Software and basic technical configuration of the Software, as well as developer assistance on how
to use the Software and Error correction. Hazelcast will provide Support Services to Customer in accordance with this
Support Services Policy. Development Support Services are not available for production systems.
2. Support Services Subscription Levels.
A. Hazelcast shall use commercially reasonable efforts, worldwide, to meet the applicable targeted response times
and targeted resolution times set forth below. Response times are measured from the receipt by Hazelcast of a
support inquiry, and subject to hours of coverage applicable to the respective Subscription Level. Customer
acknowledges that the time required for resolution of issues may vary depending on the specific circumstances of
each problem, including, without limitation, the nature of the Incident/problem, the extent and accuracy of
information available about the Incident/problem, and the level of Customer’s cooperation and responsiveness in
providing materials, information, access and support reasonably required by Hazelcast to achieve problem
resolution.
B. All support request submissions must designate an issue Severity Level. All support requests must be submitted
via (i) ticketing system to https://hazelcast.zendesk.com or (ii) e-mail to mailto:support@hazelcast.com, prior to
engaging a Hazelcast resource. All inbound production e-mail cases shall have an initial status of Severity Level
3. Once the appropriate support request is filed, the most optimal method of contact by Hazelcast may be utilized,
worldwide, subject to the applicable Subscription Level (as defined below).
C. Supported Configurations effective March 1st, 2016:
Hazelcast performs scaling tests for each version of the software. Based on this testing we specify some scaling
maximums. These are defined for each version of the software starting with 3.6. Higher limits may be
permitted for specific use cases based on further Hazelcast testing.
Hazelcast 3.6
o Maximum 100 multisocket clients per Member, unless Hazelcast advises OEM otherwise
o Maximum 1,000 unisocket clients per Member, unless Hazelcast advises OEM otherwise
o Maximum of 100GB HD Memory per Member, unless Hazelcast advises OEM otherwise
In the documentation, multisocket clients are called smart clients. Each client maintains a connection to each
Member. Unisocket clients have a single connection to the entire cluster.
D. Hazelcast offers three different levels of Subscriptions to Support Services (each, a “Subscription Level”), which
are described below and are subject to the specific terms and conditions set forth therein regarding hours of
operation, response times, methods of support and other matters for each Subscription Level.
(a) ENTERPRISE LEVEL: (requires Enterprise Software License)
Products Covered: Hazelcast Enterprise Software, Hazelcast Enterprise HD Software Management Center
Technical Account Manager: included
Maximum number of Support Contacts: 4
Access to Hot Fix: yes
Annual Incidents: unlimited
Quarterly Review of Feature Requests
Quarterly Review of the Hazelcast Roadmap
Upon Customer’s request and Hazelcast’s consent (which consent will not be unreasonably withheld)
simulation of your production Hazelcast profile for upgrade/configuration change verification
(maximum of two simulations per annual Subscription)
Upon Customer’s request, Black Duck Clean IP Report (to be made available within a reasonable time
for every new release starting with version 3.6.5)
Severity
Target Response
Level 1
1 Hour upon receipt of
support inquiry
Level 2
4 Hours upon receipt of
support inquiry
Level 3
1 Business day upon receipt
of support inquiry
Support Window
Support Request
Diligent efforts 24/7 to provide a permanent
resolution or temporary workaround.
Customer resources should be available and
willing to work on a 24x7 basis with
Hazelcast to resolve the issue.
Normal hours of operation to provide a
permanent resolution or temporary
workaround.
Commercially reasonable efforts to provide a
permanent resolution or temporary
workaround in time for an upcoming release
of Software.
Web-based support portal
https://hazelcast.zendesk.com
Web-based support portal
https://hazelcast.zendesk.com
E-mail to
mailto:support@hazelcast.com
or
Web-based support portal
https://hazelcast.zendesk.com
(b) PROFESSIONAL LEVEL
Products Covered: Hazelcast Software (Apache 2.0 licensed), Management Center
Technical Account Manager: not included
Maximum number of Support Contacts: 2
Access to Hot Fix: yes
Annual Incidents: unlimited
Quarterly Review of Feature Requests
Quarterly Review of the Hazelcast Roadmap
Upon Customer’s request and Hazelcast’s consent (which consent will not be unreasonably withheld)
simulation of your production Hazelcast profile for upgrade/configuration change verification
(maximum of two simulations per annual Subscription)
Upon Customer’s request, Black Duck Clean IP Report (to be made available within a reasonable time
for every new release starting with version 3.6.5)
Severity
Target Response
Level 1
2 Hours/4 Hours* upon
receipt of support inquiry
Level 2
1 Business day upon receipt
of support inquiry
Level 3
1 Business day upon receipt
of support inquiry
Support Window
Support Request
Diligent efforts 24/7 to provide a permanent
resolution or temporary workaround.
Customer resources should be available and
willing to work on a 24x7 basis with
Hazelcast to resolve the issue.
Normal hours of operation to provide a
permanent resolution or temporary
workaround.
Commercially reasonable efforts to provide a
permanent resolution or temporary
workaround in time for an upcoming release
of Software.
Web-based support portal
https://hazelcast.zendesk.com
Web-based support portal
https://hazelcast.zendesk.com
E-mail to
mailto:support@hazelcast.com
or
Web-based support portal
https://hazelcast.zendesk.com
*4- hour window shall be applicable to new Subscriptions (including renewals) starting September 22, 2016
(c) DEVELOPER LEVEL
Note: Hazelcast does not charge separate fees for Support Services for the development project specifically related to
a certain production use case for which the customer has purchased production-grade Subscription Support Services
(Professional or Enterprise).
Products Covered: Hazelcast Enterprise Software or Hazelcast Software (Apache 2.0 licensed) as shown on
the Order Form, Management Center
Maximum number of Developer Support Contacts: 2
Emergency Patches: no
Annual Incidents: unlimited
Severity
Initial Status
of Level 2 (or
Level 3 if
request is
submitted by
e-mail)
Target Response
1 Business day upon
receipt of support
inquiry
Support Window
Support Request
Level 2: Normal hours of operation to
provide a permanent resolution or temporary
workaround.
E-mail to
mailto:support@hazelcast.com
or
Level 3: Commercially reasonable efforts to
provide a permanent resolution or temporary
workaround in time for an upcoming release
of Software.
Web-based support portal
https://hazelcast.zendesk.com
3. Customer Obligations.
Customer is responsible for ensuring that Support Contact has sufficient language and technical skills, and respond to
and cooperate with Hazelcast in a timely manner in connection to requests for Support Services.
As a precondition for requesting Support Services from Hazelcast, Customer agrees to (and agrees to cause each of
its developers to) use reasonable efforts to: (i) attempt to solve the problem and to utilize sufficient resources to
clearly understand that a problem exists before consulting Hazelcast; (ii) provide Hazelcast with sufficient
information and technical data in order for Hazelcast to establish that a potential problem is not a Support Service
Exclusion (as defined below); (iii) make reasonable attempts and spend reasonable resources to provide any data
requested by Hazelcast to adequately address the potential problem; (iv) utilize sufficient resources to understand the
instructions from Hazelcast in addressing the problem, and make reasonable attempts to correct the problem as
suggested by Hazelcast. In addition, Customer is solely responsible for the accuracy of the information and technical
data provided to Hazelcast. Customer agrees and acknowledges that the extent of access and the accuracy of
information and technical data provided may affect Hazelcast’s ability to provide the Support Services.
4. Support Service Exclusions.
Hazelcast will have no obligation to provide Support Services to Customer in the event that (i) the Software has been
changed, modified or damaged by Customer or anyone other than Hazelcast, (ii) the problem is caused by Customer’s
negligence, misconduct, or misuse of the Software, a hardware malfunction, or other causes beyond the reasonable
control of Hazelcast, (iii) the problem is due to third party software, or (iv) Customer has not installed or
implemented any Software releases to comply with Section 5 below. The Support Services do not cover the support
of any third party software which integrates with the Software. In addition, the Support Services do not include the
following: (i) use of any version of Software that is not designated as a production release (such as a beta release or
code contained in the sandbox or any other repository that is not packaged into a production release distribution); (ii)
Customer’s failure to comply with operating instructions contained in the Documentation; (iii) installation,
configuration, management and operation of Customer’s applications; (iv) APIs, interfaces or data formats other than
those included with the Software; or (v) any training. In addition, development Support Services may not be used at
all for Production systems where “Production” means the system is using/processing live data.
5. Version Support.
Hazelcast will provide Support Services for specific releases and versions of the Software as follows:
(a) A three-place numbering scheme is used to designate released versions of the Software. The format is R.V.M,
where ‘R’ indicates the release level, ‘V’ indicates the version level, and ‘M’ indicates the maintenance fix level.
An example would be version 1.1.3. Often in referring to general product versions and releases, the maintenance
level is omitted. For example, both 1.1.3 and 1.1.4 may sometimes be referred to as Version 1.1.b. Each Major
Version (Ex: 2.0, 3.0 etc.) will be supported for 5 years from the date of initial release. Each Minor Version (Ex:
3.1, 3.2, 3.3 etc) will be supported for eighteen (18) months from the date of initial release. Support for each
Version is supplied via maintenance fixes. Hazelcast will fix Errors only in the most current maintenance fix
level of the Software. Customer Support will direct customers to existing fixes/patches and workarounds
applicable to the reported case. Customer Support may direct customers to upgrade to a more current release /
version / maintenance fix of the Software.
(b) Legacy Support: Version support as described herein is extended an additional 18 months, provided the
application environment (application server and version, java version and operating system version) has not
changed. During the Legacy Support period, Hazelcast will provide assistance, guidance and recommendations
for use of the Software products, and workarounds as needed for Severity 1 and 2 issues.
(c) In the event that support for a version would normally expire under Section 5(a) and no later version has been
released, support for the old version will be extended until the date that is sixty (60) days after the date on which
a new version is released., and subsequently will be provided as Legacy Support per the terms in (b).
(d) In the event that support for a version would normally expire under Section 5(a), and no further versions are
planned, a product may be end-of-life. The decision to end-of-life any Software product will be announced to
Customer twelve (12) months ahead of the date that support for all versions of such Software product will no
longer be available.
6. Definitions:
(a) “Business Day” means Monday through Friday other than a day designated from time to time as a national
holiday in the place from which Support Services may be provided.
(b) “Error” means any failure of or problem, non-conformity, defect, malfunction, error or “bug” experienced or
detected by the Customer while in use of the Software, that causes the Software to fail in any material respect to
provide the performance, features and functionality described in the Documentation and the Warranty described
in each Agreement.
(c) “Hot Fix” means a release of Hazelcast which addresses a specific customer reported bug. It is the exact
version that the customer is running with only the bug fix applied. This release is tested on Hazelcast
Simulator. The customer should be able to apply the Hot Fix release to production with no or minimal
constraints. Hot Fix only applies to Severity 1. There is a limit of one Hot Fix per patch release. After that the
customer should upgrade to a new patch release to get regular patch releases applied.
(d) “Incident” means a single question or issue posed by a Support Contact using the Support Services.
(e) “Severity 1” means a major production Error within the Software that severely impacts the Customer’s use of
the Software for production purposes as stated in the Documentation, such as the loss of production data or
where production systems are not functioning and no work-around exists.
(f) “Severity 2” means an Error within the Software where the Customer’s system is functioning for production
purposes but in a reduced capacity, such as a problem that is causing significant impact to portions of the Customer’s
business operations and productivity, or where the Software is exposed to potential loss or interruption of service.
(g) “Severity 3” means a medium-to-low impact Error that involves partial and/or non-critical loss of functionality
for production purposes or development purposes, such as a problem that impairs some operations but allows the
Customer’s operations to continue to function. Errors for which there is limited or no loss of functionality or impact
to the Customer’s operation and for which there is an easy work-around qualify as Severity 3.
(h) “Subscription” means the right of the Customer to use internally the Software and/or receive Support Services
therefor.
(i) “Subscription Term” means the period of time for which a Subscription is valid, which shall be one (1) year,
unless otherwise set forth in an applicable Order Form.
(j) “Support Contact” means a single named individual that is authorized to contact Hazelcast to make use of the
Support Services.
7. OEM TECHNICAL SUPPORT PROGRAM
Hazelcast offers extended service levels through the OEM TECHNICAL SUPPORT PROGRAM. This Program
will be honored for the Subscription Term. Hazelcast reserves the right, at Hazelcast’s discretion, to rename or
modify the Program, preserving the stated capabilities of the Program or replacing with equal or enhanced
capabilities.
Severity
Products Covered: Hazelcast Enterprise Software, Management Center
Engineering Relationship: included
Quality Relationship: included
Maximum number of Support Contacts: 4
Emergency Patches: yes
Annual Incidents: unlimited
Target Response
Level 1
1 Hour upon receipt of
support inquiry
Level 2
4 Hours upon receipt of
support inquiry
Level 3
1 Business day upon receipt
of support inquiry
Support Window
Support Request
Diligent efforts 24/7 to provide a permanent
resolution or temporary workaround.
Customer resources should be available and
willing to work on a 24x7 basis with
Hazelcast to resolve the issue.
Normal hours of operation to provide a
permanent resolution or temporary
workaround.
Commercially reasonable efforts to provide a
permanent resolution or temporary
workaround in time for an upcoming release
of Software.
Web-based support portal
https://hazelcast.zendesk.com
Web-based support portal
https://hazelcast.zendesk.com
E-mail to
mailto:support@hazelcast.com
or
Web-based support portal
https://hazelcast.zendesk.com
(a) Engineering Relationship
Priority for bug fix inclusion in new releases
Regular (quarterly or semi-annual) meeting to ensure alignment with Hazelcast and our partner’s software
releases, from a new feature standpoint
Priority to new feature requests, when mutually agreed upon with Hazelcast.
Contributor status in the Hazelcast Open Source Community.
Priority to merging mutually agreed open source contributions (pull requests) to Hazelcast.
(b) Quality Relationship
Provision of Hazelcast Production Simulator and Stress Tester Application (HPSSTA) for production-level
stress testing, and assistance using said tool.
Integration of Customer simulator test cases into Hazelcast release process on a best efforts basis.