1. Scope of Support Services
Chronicle offers two different Subscriptions to Support Services, “BASIC” and “DEVELOPER,” which are described below and are subject to the specific terms and conditions set forth therein regarding scope, hours of operation, and response times, methods of support, and other matters for each Subscription type.
The scope of the Support Services includes:
A) Support via Stack Overflow
Customer will get 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. The support is given via the question-and-answer website Stack Overflow to Customer Support Contact.
B) Release Notes Subscription
Customer will regularly receive release notes via email for all Chronicle Open Source software.
C) Documentation
Customer will get access to all Chronicle Software Documentation, Open-Source as well as Enterprise.
D) Chronicle Consulting 1 hour
Customer will get a 1-hour consultation on how they can improve their efficiency in Java using Chronicle products.
E) Dedicated Support
Customer will get general assistance and support regarding the installation of the Software and basic technical configuration of the Software, and developer assistance on how to use the Software and to discuss any issues. Chronicle will provide Support Services to Customer in accordance with this Support Services Policy. Development Support Services are not available for production systems. The support is given via a dedicated email channel.
F) Developer Workshop
Customer get a dedicated remote person-to-person workshop to get expert advice, insights, and help to get started with Chronicle Open Source Software.
2. Support Services Subscription Levels
Chronicle shall use commercially reasonable efforts worldwide to meet the applicable targeted response times and targeted resolution times set forth below. 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 Chronicle to achieve problem resolution.
3 Subscriptions
BASIC
Scope of Support Services: A, B, C, D, E,
Maximum number of Support Contacts: 1
Maximum number of certificates: 1
Target Response: One (1) business day upon receipt of support inquiry
Support Window: Reasonable effort, fix in next major release
DEVELOPER
Scope of Support Services: A, B, C, D, E, F
Maximum number of Support Contacts: 3
Maximum number of certificates: 3
Target Response: One (1) business day upon receipt of support inquiry
Support Window: Normal hours of operation to provide a solution or provide a workaround
This is subject to fair use, and support can be withdrawn at our discretion
Limitations: A maximum of 24 hours per year(3 business days ) to be used for support (G), workshop (H), or a combination of them.
4 Governing Law and Disputes
This Agreement, its subject matter, or its formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with English law. The parties agree that the High Court of Justice in England shall have exclusive jurisdiction in respect of any disputes which arise in relation to this Agreement.