Coiled Support and Maintenance Terms#

Customer will designate support personnel who are knowledgeable about the Products to be responsible for reporting Errors and receiving and distributing Error corrections. Coiled's support team representatives will record Error reports and coordinate responses. Customer may submit Error reports electronically. Coiled may provide electronic status updates on reported Errors online or via e-mail. Coiled and Customer will cooperate in efforts to resolve reported Errors. For reproducible reported Errors, Coiled will assign a tracking or ticket number and use commercially reasonable efforts to triage and respond according to the response targets described below for the support package expressly stated in the applicable Order Form. Coiled may provide a Fix, by-pass, Work-around, guidance, or other response in its discretion, but response targets are not commitments to deliver any particular correction, work-around, feature, or Product change by a specific date. Coiled may request that the Customer duplicate the Error, instruct Coiled how to duplicate the Error, or provide problem log dumps, diagnostic tests, or other investigative support. Customer will provide all reasonably requested information to assist in arriving at a problem solution.

Coiled may determine based on the information provided by Customer or through its own investigation that identified Errors were caused by non-Coiled hardware, software, cloud infrastructure, Customer configuration, customizations, or unauthorized modifications to Products (a "Customer Error"). Customer Errors are not covered by Support and Maintenance, but Coiled may provide reasonable guidance to help Customer identify or work around the issue.

Coiled may offer support packages that include business-hours support, priority support, Slack support, training, office hours, customer success support, or other support services. The applicable Order Form or other written agreement identifies which support package and support entitlements apply.

For customers whose applicable Order Form includes Product support priority levels, in the event that a Service-affecting issue is detected by Coiled or reported by Customer, Coiled will reasonably categorize the Priority Level pursuant to the criteria below.

For customers whose applicable Order Form includes Dask support priority levels, in the event that a service-affecting issue is detected by Coiled or reported by Customer, Coiled will reasonably categorize the Priority Level pursuant to the criteria below.

Dask support covers bugs in existing Dask features and functionality, or future features and functionality that are made generally available to all Dask users and specifically described in generally available Dask Documentation. Other services, including requests to add functionality to Dask or to address substantial project design changes, require a separate services engagement.

Coiled will use commercially reasonable efforts to adhere to the following first response targets pursuant to the Support Service package expressly indicated on the Order Form. A first response means Coiled's initial acknowledgment or triage response; it is not a commitment to resolve the Error or deliver a Fix or Work-around within that time.

Priority Support Levels

Standard Support Levels

Unless otherwise agreed to in an applicable Order Form, Support and Maintenance does not cover (i) Products that are modified by Customer personnel or by third parties; (ii) problems caused by accident, neglect, misuse or improper programming by Customer personnel; (iii) failure or fluctuations in electrical power or hardware equipment; or (iv) failure of Customer to fulfill its obligations under its written agreements with Coiled.

Support and Maintenance does not include or cover support that becomes necessary due to:

• A malfunction of equipment or media not supplied or maintained by Coiled;
• Extensions to the Products involving custom or client-specific code (whether created by Coiled or Customer);
• Software configuration;
• Code required to feed data to Products (feed-related code);
• Project management and training;
• A failure of hardware, equipment or programs not covered by this Agreement;
• Use of software not obtained from Coiled under this Agreement;
• Use of beta, preview, or experimental functionality not made generally available;
• Any cause or causes beyond the reasonable control of Coiled (e.g. floods, fires, loss of electricity or other utilities), errors arising from anything other than the Product, such as databases, web-servers or hardware;
• Customer's failure to comply with operating instructions contained in the Documentation;
• Any modification, enhancement or customization of the Products made by anyone other than Coiled;
• APIs, interfaces, web services or data formats other than those included with the Product; or
• Any third-party products except to the extent that they are provided by Coiled, and then only in support of the specific interface or functionality that is intended by Coiled.

Coiled provides the Products as hosted services and may update them from time to time. Support and Maintenance applies to the generally available hosted Products and any supported client software or integrations used with them.

• "Business Day" means each day Monday through Friday except on national holidays in the United States
• "Business Hours" means 9am -5pm Eastern Time on a Business Day.
• "Customer" means the entity purchasing the Support and Maintenance.
• "Documentation" means Coiled's user documentation, online help, or other product documentation for the Products, as revised by Coiled from time to time.
• "Error" means a reproducible failure in the Product to materially conform to the specifications as described in the applicable Documentation when operated in a supported environment and in accordance with the applicable Documentation.
• "Fix" means a change, configuration, guidance, or workaround that Coiled makes or recommends to address an Error or improve Product operation, reliability, or security.
• "Update" means a change, improvement, or modification that Coiled makes available to hosted Products or supported client software.
• "Work-around" means an interim resolution or guidance that avoids or materially reduces the impact of an Error. A Work-around may be considered final if it materially reduces the impact of an error or defect.