TypeDB Support and Service Level Agreement
Last Updated: November 30, 2023
Vaticle Ltd is a company registered in England and Wales under company number 08766237 and with its registered office at First Floor, 5 Fleet Place, London, United Kingdom, EC4M 7RD (“Vaticle“).
Vaticle specializes in the development of database software to solve complex problems, and in particular has developed and is the owner of “TypeDB” a polymorphic database with a conceptual data model, a strong subtyping system, a symbolic reasoning engine, and a type-theoretic language: TypeQL.
Vaticle offers TypeDB (and associated software and/or services – and where applicable “TypeDB” shall be construed accordingly) via typedb.com (the “Site”) on the terms and subject to the conditions in the TypeDB Terms of Service (“TypeDB Agreement” and “Customer” refers to the person with whom Vaticle enters into a TypeDB Agreement).
This TypeDB Support and Service Level Agreement (“TypeDB Support Terms”) describe Vaticle’s support in connection with the TypeDB Agreement between Vaticle and its Customer. Capitalized terms not defined in these TypeDB Support Terms have the meaning given to them in the TypeDB Agreement.
1 TYPEDB SUPPORT TIERS AND BENEFITS
1.1 Support Tiers. Vaticle’s TypeDB customer support (“TypeDB Support”) is generally designed to provide Customers with technical assistance with regard to bugs, defects, or other errors (“Errors”) in connection with TypeDB used pursuant to the TypeDB Agreement. Vaticle offers or will offer four tiers of TypeDB Support:
Basic, Developer, Professional and Enterprise.
Each tier builds upon the prior tier (e.g. Professional includes everything from Developer and has additional benefits). Enterprise tier is offered only if expressly and separately agreed by Vaticle (i.e. it has custom pricing and is not an option for self-service subscription via the Site). Vaticle reserves the right to change features in a tier or add new tiers at any time, provided that no changes will result in material degradation for Customer’s contracted TypeDB Support levels.
Customer will receive TypeDB Support only if subscribed, and as per Customer’s subscription and subject to the applicable TypeDB Agreement.
1.2 Basic Support. In connection with Basic Support, Vaticle will provide remote assistance to Customer for questions or issues of Severity Level 1 arising from an Error, such as troubleshooting, diagnosis, and recommendations for potential workarounds (each a “TypeDB Support Case”). Customer may escalate a TypeDB Support Case using the support escalation process in these TypeDB Support Terms. Customers may contact TypeDB Support for assistance with Support Cases by submitting a TypeDB Support request in the Site. Customers must be reasonably proficient in the use and functionality of TypeDB and familiar with the Documentation and agree to use reasonable diligence to ensure a perceived Error is not an issue with Customer equipment, software, or internet connectivity. Customer may also find support with Vaticle’s community by posting questions on Vaticle’s TypeDB Discussion Forum, by reading Vaticle’s TypeDB Documentation, or by chatting in Vaticle’s TypeDB Discord server.
1.3 Developer Support. If Customer has subscribed to the Developer Support tier, then, in addition to all Basic Support benefits, Vaticle will provide end-to-end database support for handling Severity Level 1 through 4 TypeDB Support Cases during Vaticle’s standard business hours, and Vaticle will provide Customer faster response times as described in Table 2 below.
1.4 Professional Support. If Customer has subscribed to the Professional Support tier, then in addition to all Basic and Developer Support benefits, Vaticle will provide faster response times to Professional Support subscribers as described in Table 2 below.
1.5 Enterprise Support. If Customer has subscribed to the Enterprise Support tier, then in addition to all Basic, Developer and Professional Support benefits, Vaticle will provide “white glove” support and a dedicated account manager to the Customer, with faster responses times as described in Table 2 below.
2 SUBMISSION OF TYPEDB SUPPORT CASES
2.1 Each TypeDB Support Case submitted by Customer must: (a) designate the Severity Level of the Error in accordance with Table 1 below; (b) identify the Customer account that experienced the error; (c) include sufficiently detailed information to allow Vaticle to effectively assess the Error (including any relevant error messages, but not export-controlled data, personal data (except as required), sensitive data, regulated data, or Customer Data); and (d) provide accurate contact information for the Customer person most familiar with the issue.
2.2 Unless Customer expressly designates the Severity Level, the TypeDB Support Case will have a default designation of Severity Level 4. If Customer believes that the issue is related to Customer software, then the TypeDB Support Case submitted must also include the applicable Client software log files.
2.3 A request by Customer for a feature that is not included in the current version of TypeDB will not constitute a TypeDB Support Case and will fall outside the scope of the TypeDB Support. Any such request will be subject to contract, and neither party will have any obligations in respect thereof unless and until a binding agreement is signed by both parties. If Customer submits a TypeDB Support Case and Vaticle determines that it is related to enhancement or feature requests, Vaticle will deem the TypeDB Support Case closed once the request has been forwarded internally.
2.4 Customer must cooperate with Vaticle in any manner reasonably required to enable Vaticle to perform its obligations with regard to the TypeDB Support including: (a) providing reasonable detail of the nature of and circumstances surrounding the Error; (b) in a timely manner providing assistance, information, materials and effective access to Customer systems and personnel, and reasonable cooperation in the diagnosis and resolution of the Error; and (c) on all matters referred to it for decision, promptly giving its decision so as not to delay the TypeDB Support.
2.5 For clarity, please note that (a) Vaticle will only be responsible for providing the TypeDB Support as described. Customer will retain responsibility for all other aspects of Customer’s IT environment, including, without limitation, providing itself or obtaining from a third-party all other services related to Customer’s information systems and technology infrastructure. Vaticle has no obligation to provide any TypeDB Support to Customer: (i) for any software, hardware or other element of the Customer environment not provided by Vaticle; (ii) if Customer or a third party has altered or modified any portion of TypeDB; (iii) if Customer has not used TypeDB in accordance with TypeDB documentation or instructions provided by Vaticle, including failure to follow implementation procedures; or (v) for Beta Offerings; and (b) any information submitted pursuant to a TypeDB Support Case shall not be considered “Customer Data” for the purposes of the TypeDB Agreement.
3 ERROR RESPONSE
3.1 Upon receipt of a TypeDB Support Case, Vaticle will assess the Error based on the information submitted and the definitions in Table 1 below, and if Vaticle believes Customer’s Severity Level designation is incorrect, Vaticle will promptly notify Customer. If Customer then identifies a reasonable basis for disagreeing with the Severity Level proposed by Vaticle, the parties each will make a good faith effort to agree on the appropriate Severity Level designation in a timely manner, although Vaticle reserves the right to unilaterally make a designation in good faith if the parties cannot agree.
3.2 Vaticle will then use commercially reasonable efforts to meet the Initial Response Time Target set forth in Table 2 below for the applicable Severity Level, subject to Availability as described in Table 2.
|Table 1: Error Severity Level Definitions
|Severity Level 1 (Critical Severity)
|An Error that: (a) renders TypeDB services severely non-functional, or (b) makes Customer’s use of material features of TypeDB impossible, with no alternative available.
|Severity Level 2 (High Severity)
|An Error that: (a) has a high impact to key portions of TypeDB, or (b) seriously impairs Customer’s use of material features of TypeDB and Customer cannot reasonably circumvent or avoid the Error on a temporary basis without the expenditure of significant time or effort.
|Severity Level 3 (Medium Severity)
|An Error that has a medium-to-low impact on TypeDB, but Customer can still access and use some functionality of TypeDB.
|Severity Level 4 (Low Severity)
|An Error that has low-to-no impact on Customer’s access to and use of TypeDB.
|Table 2: Severity Level Response Times
|24 hours a day
7 days a week
|24 hours a day
7 days a week
|Severity Level 1 Response Time
|Response times vary
|8 business hours
|Severity Level 2 Response Time
|16 business hours
|Severity Level 3 Response Time
|4 business days
|Severity Level 4 Response Time
|5 business days
4 ERROR RESOLUTION
A TypeDB Support Case will be deemed resolved (“Error Resolution”) as follows:
(a) a workaround has been delivered to Customer and accepted by Customer as a final solution to the TypeDB Support Case;
(b) a solution has been generated in the form of a software Hot Fix that corrects the TypeDB Support Case, the solution was delivered to Customer, successfully installed by Customer and deemed a working solution by Customer. For these purposes, “Hot Fix” means software released to Customer as an Error Resolution that does not have any, or at best very limited, functional testing, system testing, regression testing or any of the other test suites that Vaticle applies as part of normal QA processes. Vaticle may deliver Hot Fix code segments as part of an Error Resolution if Customer agrees to include such code and Vaticle agrees to build such code. There is no guarantee that the actual Hot Fix deliverable will be incorporated into any future Vaticle software release; Hot Fixes may be included in subsequent software releases at the sole discretion of Vaticle. The intent with a Hot Fix is to deliver an Error Resolution to Customer as quickly as possible;
(c) Vaticle informs Customer that TypeDB does not cause the problem and the root cause is elsewhere;
(d) Vaticle informs Customer that TypeDB conforms to its specifications and need not be changed;
(e) TypeDB behaves according to specifications and will not be changed, and the problem exists in TypeDB documentation and the solution to the TypeDB Support Case is to clarify and/or modify TypeDB documentation in a subsequent documentation release;
(f) TypeDB conforms to its specifications and Vaticle reasonably decides that the TypeDB Support Case will be treated as a request for a new feature, new functionality or enhancement to TypeDB;
(g) the TypeDB Support Case has occurred once only, and Vaticle informs Customer that after applying reasonable time and resources to the TypeDB Support Case, it has not been possible to reproduce the TypeDB Support Case;
(h) Vaticle informs Customer that it is not economically feasible for Vaticle to apply the resources needed for the redesign, architecture and implementation of TypeDB to correct the problem, and Vaticle will use commercially reasonable efforts to correct the TypeDB Support Case and include it in a future release of TypeDB when it has been deemed economically feasible to do so.
5.1 Support is only available in English.
5.2 References to business hours and business days, are to business hours and business days in London, UK.
5.3 Vaticle has no obligation to provide any TypeDB Support to Customer: (a) for any software, hardware or other element of the Customer environment not provided by Vaticle; (b) if Customer or a third party has altered or modified any portion of TypeDB; (iii) if Customer has not used TypeDB in accordance with TypeDB documentation or instructions provided by Vaticle, including failure to follow implementation procedures; (c) if Customer is running a version of TypeDB that has passed its end of life date; or (d) for Beta Offerings.
5.4 While Vaticle will use commercially reasonable efforts to resolve Errors, Customer acknowledges that not all Errors will be capable of resolution, or will be resolved, and that Vaticle does not warrant that the TypeDB Support (or any other or additional services) will result in a resolution, or that Errors will be corrected, or that its TypeDB Support will cause TypeDB to operate without interruption or error. All and any other conditions or warranties (express or implied including conditions or warranties implied by statute or otherwise) relating to the TypeDB Support (or any other or additional services) are excluded to the extent permissible by law except to the extent expressly identified in the TypeDB Agreement.