Cask Data, Inc. Support Policy

Last Updated: February 26, 2016

Cask Data, Inc. (“Cask”) provides Support of eligible software under the terms of this Support Policy as long as Customer maintains a current subscription to Support. “Support” means the services described in this Support Policy and does not include one-time services or other services not specified in this Support Policy, such as training, consulting or custom development. This Support Policy is part of and subject to an agreement with Cask (the “Agreement”) that includes (unless Customer has executed a separate agreement with Cask ) the Enterprise Terms (at and the Order Schedule under which Customer purchased its Subscription to Support.

1. Supported Software

Support covers only the software delivered to Customer by Cask under the Agreement (the “Supported Software”). The Supported Software includes the open source software and other third party components delivered to Customer by Cask. Similar third party components might be available from other sources, but Support covers only the software delivered to Customer by Cask.

2. Technical Contacts

Support may be initiated and managed only by Customer’s Technical Contacts. “Technical Contacts” are named individuals who are responsible for administration of the Supported Software within Customer’s organization. Customer may designate the number of Technical Contacts that corresponds with its licensed subscription tier. Please contact sales to learn more.

3. Informational Support

Cask will provide reasonable product and technical support to address questions concerning use of the Supported Software. Technical Contacts may initiate Support by submitting a ticket through our 24-hour web ticketing system at Support is provided in the English language only.

4. Technical Currency

As part of Support and at no additional license fee, Cask will provide Customer with all new versions of the Supported Software that it generally releases, including all improvements, enhancements and bug fixes. All such new versions are provided subject to the terms of the Agreement. Support does not include any item that Cask licenses separately from the Software licensed by Customer under the Agreement or that Cask makes available for an additional fee.

5. Issue Resolution

Cask will make commercially reasonable efforts to resolve any Issues submitted by Customer’s Technical Contacts. Such efforts may include helping with diagnosis, suggesting workarounds, providing patches, or making a change to the Supported Software in a new release. An “Issue” is a material and verifiable failure of the Supported Software to conform to its Documentation. Support will not be provided for (1) use of the Supported Software in a manner inconsistent with the applicable Documentation, (2) modifications to the Supported Software not provided by or approved in writing by Cask, or (3) use of the Supported Software with products or software not provided or approved in writing by Cask.

6. Service Levels

When a Technical Contact submits an Issue, Cask will reasonably assess its priority according to the appropriate priority levels defined below. Cask will confirm the priority level with Customer and will resolve any disagreement regarding the priority as soon as is reasonably practical. Urgent and High priority levels are not available for non-production systems.

Hours 24x7x365
Logging Web
Issues unlimited
Priority Response
Urgent 1 hour
High 4 hours
Normal/Low 24 hours M-F, excluding holidays
  “Urgent” means a catastrophic problem in Customer’s production systems. Examples include a complete loss of service, production systems that are crashed, a production system that hangs indefinitely, or when Customer cannot continue essential operations. “High” means a high-impact problem in Customer’s production systems. Customer’s essential operations are seriously disrupted, but a workaround exists which allows for continued essential operations. “Normal” means a lower impact problem on a production or non-production system that involves a partial or limited loss of non-critical functionality, or some other problem involving no loss in functionality. Customer can continue essential operations. Normal problems also include all problems on non-production systems, such as test and development systems. “Low” means a general usage question. It also includes recommendations for requests for new products or features, and requests for enhancements or modifications. There is no impact on the quality, performance, or functionality of the product in a production or non-production system.

7. Customer Responsibilities

Customer shall provide Cask with data, process information, online access to the Supported Software, supporting analysis, and access to Customer’s Technical Contact as reasonably required to allow Cask to resolve reported Issues. Customer is responsible for the adequate duplication and documentation of all of its files and data for back-up purposes.

8. How to Escalate a Support Issue

Cask Support is committed to providing accurate and timely solutions to technical support needs. If Customer has a critical or serious technical issue on its production system or is not satisfied with the response or resolution provided by Cask Technical Support, Customer may use one of the following escalation paths to have its concerns addressed:  
  1. For support issues where the business impact has changed or was not correctly stated initially, request to have the priority of the ticket increased according to the above service level definitions.
  2. For an existing issue that has become critical in nature where Customer’s production system is down, inaccessible, or Customer is dissatisfied with the Cask response or resolution, follow the procedure below for management review.
    1. Verify that the support ticket is up-to-date and all requested information and files have been provided and request an escalation.
    2. Contact Support by calling the Cask escalation phone line and speak with a support engineer. The escalation number can be found in the “Welcome to Cask” email or from Customer’s sales account manager. Customer’s Technical Contact will be asked for the Technical Contact’s name, company name, ticket number, contact number, and reason for the escalation. If a support engineer is not available an operator will take the information and generate an urgent support request.
    3. Once an escalation has been received, the Support Manager will contact Customer’s Technical Contact to acknowledge the escalation and determine the mode of communication and frequency of updates. The Support Manager will work to ensure that the appropriate resources are available to identify a solution or workaround.

9. End of Life Policy

Support covers (1) the current Major Release and the Major Release that was available immediately prior to the current Major Release; and (2) each Major Release for at least 18 months after its general release, and (3) all Minor Releases under a supported Major Release. If none of the conditions in the preceding sentence are met, then the Supported Software has reached its End of Life (“EOL”).

“Major Release” means a new version of the Supported Software made generally available by Cask with substantial improvements, enhancements and bug fixes, represented by a change in the number to the left or right of the first decimal point (such as a version change from 1.1.0 to 2.1.0 or from 1.1.0 to 1.2.0).

“Minor Release” means a version change represented by a change in the number to the right of the last decimal point. For example, if a Major Release were made available on January 1, 2015, then it would be supported until June 30, 2016, even if 7 Major Releases were made available in that period. Similarly, if only two Major Releases are made available over a three-year period, then both will be supported throughout that period.

The Supported Software will reach its End of Service Life (“EOSL”) 6 months after the EOL. Until the EOSL (and provided Customer has a current Subscription to Support), if Customer has identified a defect in a Major Release that has reached EOL, Cask will evaluate fixing the defect in a release that has not reached EOL. After the EOSL, Cask will not support, in any way, a Major Release and/or any Minor Releases of that Major Release.

Support for other versions of the Supported Software is not provided under this Support Policy. Support only covers use of the Supported Software on the platform or operating system versions that are specified at Support does not cover use of the Supported Software on platforms or operating systems that are no longer supported by the original vendor.

10. Continuous Support

In order to receive uninterrupted access to Cask Support from one Support subscription term to the next, Customer must renew its Support subscription in a timely manner to avoid a lapse in Support. If Customer fails to timely renew its Support subscription and requires access to Cask Support during a lapse in its Support subscription, Customer will be required to pay applicable fees for any such lapse in Support subscription as follows: (i) the applicable Support subscription fees for the current Support period; (ii) the amount of Support subscription fees that would have been paid for the period of time that customer had not enrolled in Support subscription, and (iii) a 20% reinstatement fee on the sum of the fees in (ii) above.

11. Amendments

Except as expressly provided herein, no modification of this Support Policy will be effective unless contained in writing and signed by an authorized representative of each party. From time to time, Cask may amend this Support Policy in its sole discretion. Cask will post the amended terms on the Cask website at Cask will also update the “Last Updated Date” at the top of this Support Policy. By continuing to access or use Support after Cask has provided Customer with such notice of a change, Customer is indicating that it agrees to be bound by the modified Support Policy. If the changes have a material adverse impact on and are not acceptable to Customer, then Customer must notify Cask within 30 days of the applicable Last Updated Date. If Cask cannot accommodate Customer’s objection, then the prior Support Policy shall govern until the expiration of the then-current subscription period. Any renewed subscription will be governed by the then-current Support Policy. No term or condition contained in Customer’s purchase order or similar document will apply unless specifically agreed to by Cask in writing, even if Cask has accepted the order set forth in such purchase order, and all such terms or conditions are otherwise hereby expressly rejected by Cask.