OrientDB Production Support

Goal

This Production Support Contract is provided by the Vendor to the Client to fix all the issues the Client opens, respecting the agreed SLA (see below).

Activation and duration

The support service starts on the start date of received payment and expires at the end date indicated in the order form. After the expiration of the Contract, the Client may renew the same contract with the same conditions. Renewal is not automatic, but the Client must communicate their request to renew the contract through a new Purchase Order to send via email to: info@orientechnologies.com. One contract covers two named individuals.

Support channels

The Client may contact the Vendor for support by using the PrjHub platform at: http://prjhub.com. PrjHub is integrated with GitHub. Please provide the list of your GitHub accounts for all the developers that will access the PrjHub platform.

  1. Issue Tracker to report issues. The client can open a public or private issue. In order to involve the user community, public issues are synchronized to GitHub’s Issue Tracker. If the issue contains sensitive information, please use the Private issue option.
  2. Chat. Each client has a private chat between the client and OrientDB Support team only. All chat messages are recorded.

Supported Releases

Issues must be relative to a supported OrientDB version of both Community and Enterprise editions:

  • v 2.0.3
  • Last SNAPSHOT available during the contract (2.1-SNAPSHOT at the time of the contract)
  • Any further official version released during the duration of the contract

Please always specify the OrientDB version in which the issue has occurred.

Fix of Issues

The Vendor can fix the issue in one of the following way:

  1. by providing an answer when no additional implementation or fix at code level is needed. The answer can be provided as:
    1. response to the Client’s email
    2. comment in the Issue tracker, when the issue has been created on it
    3. comment in the chat when an Instant Messaging tool has been used to report the issue
  2. by providing a hotfix as:
    1. new hotfix release
    2. a temporary patch to apply to the distribution
  3. by providing a fix in the code repository if it’s relative to the last snapshot

Levels of issues

The Vendor requires that a priority be set for each ticket submitted by a customer. Clients may set this priority when creating tickets. You may change the priority of any open ticket by adding a comment to the ticket and requesting the change. To make the best use of resources, the Vendor relies on the priority assigned to each ticket as a means of determining the order in which to act upon requests. These priority classifications are described in the following table:

Priority Definition
Critical The OrientDB server in Production doesn’t start up or the database is corrupted in anyway. Issues encountered in a test or development environment and enhancement requests should not be listed as Critical.
High The Issue has impact on OrientDB functionality in Production, but against a non critical component. OrientDB still works.
Medium The Issue hasn’t impact on the OrientDB operation and can be bypassed with a work around.
Low Little or no impact on OrientDB. Cosmetic problem or minor enhancement.

SLA

The Service Level Agreement for this contract sets the business hours for support within the timeframe of 10:00am – 7:00pm GMT Monday through Friday. This means that if the issue is open on Friday 6:00pm GMT, and the SLA for this issue is 8 hours, then SLA expires on 5:00pm of Monday of the next week. The resolution may be provided in the form of a work-around. The response time is guaranteed as the following table:

Priority First Response Fixing
Critical Maximum 4 hours Maximum 16 working hours
High Maximum 8 hours Maximum 32 working hours
Medium Maximum 12 hours Maximum 64 working hours
Low Maximum 12 hours No SLA

If the terms indicated above are not respected by the Vendor, the contract will be extended at no charge for the Client of 5 days more for every time the SLA terms are not met.

New Implementations

Under this support contract, the Client cannot require the Vendor to implement new features in OrientDB.

Enterprise Edition

In order to provide better service during the period of Support, the Vendor will provide an Enterprise Edition license to the Client for the duration of the contract.

After the expiration of the Contract the Enterprise Edition automatically downgrades to the Community Edition. The Client may purchase the Enterprise Edition by sending a Purchase Order via email to: info@orientechnologies.com. Enterprise Edition licenses are included in the Production Support contract during the subscription period, so the Client may ask for a Production Support contract by sending a Purchase Order via email to: info@orientechnologies.com.

Enterprise Edition Terms

Limitation of Use

Client shall not decompile, disassemble or otherwise reverse engineer any portion of the Software. Client shall not permit the removal of any existing copyright notice or other restrictive or proprietary legend from any Software. No Software may be used by, or pledged or delivered to, any third party.

License

Vendor hereby grants to Client a non-exclusive, non-transferable and non-assignable annual license to use the Software solely by and for the benefit of Client (the “License”). The License shall be for a term of one (1) year.

Licensor’s Property

Client agrees that all Software shall be and remain the exclusive property of Vendor.

LIMITATION OF LIABILITY

NO WARRANTY, WHETHER WRITTEN OR ORAL IS EXPRESSED OR IMPLIED. CLIENT SPECIFICALLY DISCLAIMS THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. ALL SOFTWARE IS PROVIDED BY VENDOR “AS IS” AND THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF SUCH SOFTWARE MATERIAL IS UPON CLIENT. IN NO EVENT WILL VENDOR BE LIABLE TO CLIENT OR TO ANY THIRD PARTY FOR, WITHOUT LIMITATION, LOST ACTUAL OR ANTICIPATED PROFITS, LOST DATA, LOST SAVINGS OR OTHER CONSEQUENTIAL OR INCIDENTAL DAMAGES ARISING OUT OF CLIENT’S USE OR INABILITY TO USE THE SOFTWARE, OR OF ANY NATURE WHATSOEVER, EVEN IF VENDOR HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES OR THE LIMITATION OR EXCLUSION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES SO THE FOREGOING EXCLUSIONS MAY NOT APPLY TO CLIENT. CLIENT MAY HAVE OTHER RIGHTS WHICH VARY FROM JURISDICTION TO JURISDICTION.

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