Standard terms of support
Effective date: August 17th, 2023
1. Support Scope
1.1 Issue type
| Traefik Labs support will help you with... | Traefik Labs support is not obligated to help with... |
|---|---|
| Diagnosis and resolution of product defects | Custom code development or debugging |
| Installation & migration issues | Technology preview features |
| License issues | System and network design |
| How-to questions* | Installation/migration Walkthroughs |
| Delivery and installation of patches | Benchmarks and audit design |
*How-to Questions are limited to general inquiries about Traefik Labs products. Network design, optimization, and best practices are outside of support scope.
1.2 Service Levels
Traefik Labs will make commercially reasonable efforts to: (a) respond to customer within the corresponding SLA time (see below); (b) understand / reproduce the issue; and (c) respond, repair any reproducible errors or provide a workaround.
Basic, Regular, and Mission Critical levels of support
| Basic | Regular | Mission Critical | ||
|---|---|---|---|---|
| Severity Level 1-2* | Support Hours | NA | Weekdays, working days CET (9x5) | Every day, year round (24x7) |
| Severity Level 1-2* | Initial response time | NA | 8 hours | 2 hours |
| Severity Level 3-4* | Support Hours | NA | Weekdays, working days CET (9x5) | Weekdays, working days CET (9x5) |
| Severity Level 3-4* | Initial response time | NA | 8 hours | 8 hours |
*Severity Levels are defined Section 2.1
2. Support Obligation
2.1 Verification and Prioritization
Traefik Labs shall verify the description of the ticket, check that the issue is within the scope of the support and classify it in accordance with the severity levels defined below and based on the circumstances described by Customer. Traefik Labs will then confirm the priority of the issue to customer and use commercially reasonable efforts to provide the services described below for each type of Error observed. Traefik Labs will only be obligated to provide support to named contacts (as specified in the Subscription Form). Customer may substitute named contacts at reasonable intervals.
| Severity Level | Description |
|---|---|
| 1 | A production system is down or rendered unusable with no available workaround. Business operations have been halted or substantially impacted. Traefik Labs will use continuous efforts during the support hours shown above to provide a resolution for any Severity Level 1 Error. |
| 2 | A production system is functioning with significantly reduced capacity and no available workaround. Business operations can continue in a limited fashion. For development environments, an error is blocking further development work and putting a significant milestone or deadline at risk. Traefik Labs will use commercially reasonable efforts during its normal business hours of operation to provide a resolution for any Severity 2 Errors. |
| 3 | Partial, non-critical loss of software functionality. Usage of software is impaired but business operations can continue. As soon as it is commercially practicable, Traefik Labs will use reasonable efforts during its normal hours of operation to provide a resolution for any Severity 3 Error. |
| 4 | A general usage or how-to question. An error is cosmetic in nature or has minimal impact on business operations. Traefik Labs will provide solutions in its sole discretion. |
2.2 Progress Reporting.
Traefik Labs will provide an issue ticket number for each error reported by the named contact though the ticketing system. Each issue will be tracked by trouble ticket number and will include all associated symptoms and activities. Named contact shall reference the ticket number in all communications associated with an issue. Customer and Traefik Labs shall keep each other’s support personnel informed of the progress when resolving any issue. The trouble ticket shall be closed by the Traefik Labs customer support team upon acknowledgment by the Customer that the issue is resolved. If the Customer neither acknowledges, nor contests in writing, the resolution of the issue within five (5) business days following an e-mail or other written notification by the Traefik Labs customer support team to the Customer, and the Traefik Labs customer support team considers the issue resolved, the trouble ticket will be closed.
3 Customer Support Operations.
3.1 New Releases
Traefik Labs will provide new releases for a correction, adaptation or evolution of the Software, as determined at its sole discretion. The Version could be (i) a Major Version, (ii) a Minor Version and (iii) a Patch Version, the Version number of the Software being “Major.Minor.Patch”:
i. “Major Version” shall mean a new Version of the Software, incompatible with the previous Version, with new major functionalities or features; Major Version is identified by the following Version number: 1.0.0, whereas the first digit “1” denominates the number of the Major Version.
ii. “Minor Version” shall mean a new Version of the Software with new minor functionalities or features, in a backwards-compatible manner; Minor Version is identified by the following Version number: x.1.0, whereas the second digit “1” denominates the number of the Minor Version, which is preceded by its associated Major Version.
iii. “Patch Version” shall mean a new Version of the Software with the remedy of one or several Errors by Error Correction, in a backwards-compatible manner; Patch Version is identified by the following Version number: x.y.1, whereas the third digit “1” denominates the number of the Minor Version, which is preceded by its associated Major Version and Minor Version.
3.2 Supported Versions
Customer acknowledges that Traefik Labs will only be obligated to provide Maintenance and Support on
i. the latest Major and Minor Versions of the Software released, regardless of the number of the Patch Version,
ii. the preceding Minor Version (n-1) associated with said latest Major Version, regardless of the number of the Patch Version,
iii. the last Minor Version associated with the preceding Major Version (N-1), regardless of the number of the Patch Version, only during one (1) year from the date upon which the latest Major Version has been made Generally Available by Traefik Labs.
3.3 Contacting Support
Traefik Labs will provide Maintenance and Support through the ticketing system primarily while working on the issue (case). Each Named contact should request a distinct login on said platform. In certain cases, other communication means such as Web conferencing, instant messaging, email or others may be suggested at Traefik Labs sole discretion.
3.4 Conditions for Providing Maintenance and Support.
Traefik Labs’ obligation to provide Maintenance and Support is conditioned upon the following: (a) Customer makes reasonable efforts to correct the Error after consulting with Traefik Labs; (b) Customer provides Traefik Labs with sufficient information and resources to correct the issue either at Traefik Labs customer support center or via remote access to Customer’s site, as well as access to the personnel, hardware, and any additional software involved in reproducing and identifying the issue; (c) Customer promptly installs all Updates; and (d) Customer procures, installs and maintains all equipment, telephone lines, communication interfaces and other hardware necessary to operate the Products.
4. Exclusions
Traefik Labs has no obligation to provide any Support to Customer: (i) for any software, hardware or other element of the Customer environment not provided by Traefik Labs, (ii) if Customer or a third party has altered or modified any portion of the Software, (iii) the Client's failure to provide a suitable installation environment; (iv) if Customer has not used the Software in accordance with Documentation or instructions provided by Traefik Labs, including failure to follow implementation procedures, or (v) if Customer has failed to replace earlier versions of the Software with Updates made available to Customer (vi) the Client’s breach of the subscription contract