Support Policy and Service Level Agreement

Last Updated: 10-August-2023

This MyScale Support Policy and Service Level Agreement ("SLA") describes MyScale's support and service level offerings in response to Customer-reported bugs, defects or errors in the Service ("Error(s)"). MyScale will provide technical support for the Service ("Support") in accordance with this SLA and the applicable written subscription agreement between MyScale and Customer for the Service ("Agreement"). This SLA will apply only to the extent expressly set forth in the Agreement. Customer with a paid subscription shall receive MyScale's general Support offering, or an enhanced offering, "Priority Support," as designated in the applicable Plan Subscription ("Support Level"). However, MyScale may provide more limited support for free trial and evaluation use of the Service in its discretion. MyScale may update this SLA from time to time.

Capitalized terms not defined in this SLA have the meaning given to them in the Agreement (including its associated addenda, policies and other terms referenced therein).

1. Definitions

• "Applicable Monthly Service Fees" means the total fees a Customer paid for the resources and services we offer on the Platform during the calendar month in which Service Downtime occurs. If the Customer paid the fees for several months and several databases at a time, the Applicable Monthly Service Fee is calculated as the total paid fees divided by the total number of months and the total number of databases.
• "Business Days" means Monday through Friday, excluding Singapore Public Holidays.
• "Business Hours" means 10am to 6pm Singapore Time on Business Days.
• "Calendar Minutes" means the total number of minutes in a particular calendar month.
• "Initial Response" means an initial response to a Support Request, which, at a minimum, is made by a human agent and acknowledges receipt of the request.
• "Error" means a failure of the Service to conform to the specifications set forth in the Documentation.
• "Month" means a calendar month in one of the twelve named months that a year is divided into.
• "Monthly Uptime Percentage" means the number of Calendar Minutes in a particular month, minus the number of minutes of measured Service Downtime during that month, divided by the number of Calendar Minutes of that month. The Monthly Uptime Percentage can be calculated as:
  • Monthly Uptime Percentage = (Calendar Minutes in a particular month - Service Downtime) / Calendar Minutes in the particular month
  • When calculating the Monthly Uptime Percentage for any month in which the Platform is deployed for only part of the month, it is assumed that there was no Service Downtime during the portion of the month in which the Platform was not deployed.
• "Service Downtime" is the total accumulated minutes during a calendar month for a given MyScale database during which the entire database is unavailable. A minute is considered unavailable for a given database if all continuous attempts by MyScale to connect to the database within the minute fail. Downtime does not include partial minutes of unavailability or scheduled downtime for maintenance and upgrades.
• "Service Hours" means twenty-four (24) hours per day, seven (7) days per week, including Singapore Public Holidays.

2. Exclusions

The service commitment does not apply to the Customer's failure to timely pay Service Fees owed and due to MyScale for use of the Services; or any unavailability, suspension, or termination of our services caused by
• Factors outside of our reasonable control, including any force majeure events or problems beyond the demarcation point of the Platform, including but not limited to network or device failure at Customer's site or between Customer's site and MyScale;
  • Force Majeure events – i.e., any cause beyond such party's reasonable control, including but not limited to acts of God, labor disputes or other industrial disturbances, systemic electrical, telecommunications, or other utility failures, earthquake, storms or other elements of nature, blockages, embargoes, riots, public health emergencies (including pandemics and epidemics), acts or orders of government, acts of terrorism, or war;
• Any voluntary actions or inactions from the Customer or any third party;
• Credential leaks or improper authorization resulted from improper operations;
• Failure to be in full compliance with the procedures and suggestions in the user guides and other product documents;
• Services, hardware, or software provided by a third party, such as cloud platform services (e.g., AWS) on which MyScale runs;
• MyScale beta offerings, including but not limited to evaluation, free trial, proof-of-concept use of the Service.

3. Technical Support Policy

Customer shall designate at least one primary contact who will have administrator privileges. MyScale shall provide English-speaking remote assistance to Customer Contacts for questions or issues arising from any Error, as further described in this SLA, including troubleshooting, diagnosis, and recommendations for potential workarounds for the Subscription Term. MyScale shall also provide the specific entitlements for the corresponding Support Level procured by Customer, as further described in this SLA and the tables below.

Technical support from MyScale is extended to Customers when technical Errors encountered within MyScale are unable to be resolved reasonably with the Documentation. MyScale will also, at its own discretion, extend technical support on areas whereby MyScale is used in areas other than what is explicitly mentioned in the Documentation.

MyScale offers two levels of support policies - Development and Standard. Each policy is defined by its own Uptime Credit, contact method, support hours, number of allowed customer representatives, and the Initial Response time, according to the following table:

4. Severity Level Definitions

• Sev 1: Cluster(s) is/are completely down or is severely impacted such that routine operation is impossible, with no workaround available.
• Sev 2: Cluster Errors where the system is functional but offers service in degraded or restricted capacity.
• Sev 3: Cluster has minor impact or has Error in development, but Customer can still access and use most functionality of the Service, or situation may be temporarily circumvented using an available workaround.
• Sev 4: No production impact, questions, or requests for features.

MyScale will provide 24 x 7, 365 days support for Sev 1 requests under Standard Support. All other requests will be responded to during Business Hours. MyScale provides a variety of ways for Customer to request help or otherwise make inquiries, including:
• Ticket Submission: Authenticated users can create and manage tickets and provide feedback through the web interface. For more information, please consult Support & Help.
• Email: the online support may also be accessed via the email contact@myscale.com. However, requests received via email will be assumed to be Sev 4 at the time of creation.

Support Requests should include the following information:
• A description of the Error the Customer is experiencing, sufficiently detailed to allow MyScale to effectively assess the Error, including cluster name, and any relevant error message, and assumed Severity Level in accordance with the Support Definitions.
• Information regarding the time and duration of the Error.
• Descriptions of Customer's attempts to resolve the error at the time of occurrence.
• Give MyScale any other important Support Case information in a timely manner.

Support Services response times are measured by MyScale from the time the Support Request is received by MyScale via the contact methods above.

While MyScale will make commercially reasonable efforts to correct defects or other errors in the Platform and respond to reported incidents of Service Downtime in accordance with MyScale's policies and procedures for correcting verified, reproducible errors in the Platform, Customer acknowledges that it may not be possible for MyScale to correct every or any defect, error, or problem reported by Customer or of which MyScale is otherwise made aware.