Support Guidelines for Velostrata End User Services Agreement v4.0

Last modified: January 7, 2019

The following Support guidelines ("Guidelines") apply to the Services (as described at, as amended from time to time, the "Agreement"). For clarity, these Guidelines do not apply to support for Google Cloud Computing Services, which are governed by separate terms. Capitalized terms used but not defined in these Guidelines have the meanings given to them in the Agreement.

1. Obtaining Support

1.1 Customer Efforts to Fix Errors; Support Request Submission. Before making a Request, Customer will use reasonable efforts to fix any error, bug, malfunction, or network connectivity defect without escalation to Velostrata. Following such attempts, Customer may submit a Request via email.

1.2 Priority Designations. Customer designates P1–P4 Priority on submission of Requests. Velostrata will review Customer's Priority designation and may change designations that Velostrata believes are incorrect. Velostrata will inform Customer of such change in its response to the support Request. Velostrata's designation is final and binding on Customer.

1.3 Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer will provide all requested diagnostic information and assist Velostrata as may be required to resolve a Request.

1.4 Request Acknowledgement. Velostrata may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that Velostrata may be unable to provide answers to, or resolve all, Requests.

1.5 Early Access, Alpha, and Beta. Although Velostrata has no obligation to provide technical support services for Early Access, Alpha or Beta versions, features, or functionality of the Services, Velostrata will consider Requests at these development stages on a case-by-case basis.

2. Support Hours and Target Initial Response Times. Velostrata will process Requests during the Hours of Operation, unless otherwise indicated in these Guidelines. Any Requests received outside the Hours of Operation will be logged and processed during the next Business Day.

3. General Provisions

3.1 Language Support Generally. Velostrata will provide all Support under these Guidelines in the English language.

3.2 Support Data Processing Activities. Velostrata collects and processes Support Data for the purpose of providing Support under these Guidelines and maintaining the Services.

4. Target Initial Response Time. Velostrata will provide Customer with Support as follows:

(a) Requests are accepted via email for questions about Services functionality, best practices guidance on how to architect with the Services, and Services errors reports.

(b) Velostrata will respond to P1 and P2 Requests with a target initial response time of 4 hours during Hours of Operation.

(c) Velostrata will respond to P3 and P4 Requests with an initial target response time of 8 hours during the Hours of Operation.

5. Definitions.

5.1 "Business Day" means any day during the Hours of Operation.

5.2 "Hours of Operation" means 12 AM PST to 5 PM PST Mon–Fri, except for Holidays in local time for each region listed in Section 5.3 (Definitions).

5.3 "Holidays" means the following days, which are excluded from the "Hours of Operation":

01 January 2019 01 January 2019
21 January 2019 02 January 2019
18 February 2019 19 April 2019
27 May 2019 22 April 2019
04 July 2019 01 May 2019
05 July 2019 30 May 2019
02 September 2019 10 June 2019
28 November 2019 01 August 2019
29 November 2019 25 December 2019
24 December 2019 26 December 2019
25 December 2019
31 December 2019

5.4 "P1" means Critical Impact – Service Unusable in Production.

5.5 "P2" means High Impact – Service Use Severely Impaired.

5.6 "P3" means Medium Impact – Service Use Partially Impaired.

5.7 "P4" means Low Impact – Service Fully Usable.

5.8 "Priority" means the level of impact a Request is having on Customer's operations and is used to establish initial target response times. Priority is established on a scale of P1 through P4.

5.9 "Request" means a request to Velostrata for technical support to resolve a question or problem report regarding the Services.

5.10 "Support Data" means account details and the information that Customer provides to Velostrata for the purpose of obtaining Support under these Guidelines, including Requests for Support and the details provided to Velostrata about the specific Support issue.

5.11 "Velostrata" means Velostrata Ltd. and/or Google LLC.

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