Cloudera Support Services Policy Supplement for Limited Support

This Cloudera Support Services Policy Supplement for Limited Support (the "Limited Support Supplement") sets forth terms and conditions that apply specifically to the Cloudera Limited Support offering. For Customers qualifying for Cloudera Limited Support, the terms of this Limited Support Supplement are effectively incorporated into the Support Services terms  (the “Support Terms”).

Capitalized terms not otherwise defined herein will have the meanings assigned to them in the Support Terms. In the event of a conflict between the terms of this Limited Support Supplement and the Support Terms, the terms of this Limited Support Supplement will prevail specifically with respect to the Cloudera Limited Support offering.

Background: On December 31, 2021 Hortonworks Data Platform (HDP) reaches its End of Support (EoS) Date. On March 31, 2022 Cloudera Enterprise (CDH) reaches its End of Support (EoS) Date. See Cloudera’s Lifecycle Policy. For a six-month period following the applicable EoS Date, Cloudera will provide a period of “Limited Support” as set forth herein for customers running the specific versions of CDH or HDP  set forth below, provided customers meet the eligibility requirements set forth herein, in order to assist these customers in their conversion to Cloudera Data Platform (CDP).

• Eligible Cloudera Products. Limited Support is available for the following Cloudera Products: CDH versions  6.2 and 6.3 and HDP version 3.1, provided a customer has an active support subscription to CDH or HDP, respectively, for the term of the Limited Support (the “Eligible Cloudera Products”).
• Eligibility Requirements. To be eligible to receive Limited Support a customer must (a) have an active support subscription to the applicable Eligible Cloudera Product on all of the Nodes on which customer wishes to receive Limited Support and (b) have filed an upgrade planning case ("Upgrade Planning Case") with Cloudera.
• Upgrade Planning Case. Customer can file an Upgrade Planning Case on their own or can have their Cloudera Sales Representative file the Upgrade Planning Case on the customer’s behalf. To open an Upgrade Planning Case, please visit the Cloudera Support Portal. Cloudera will enable Limited Support once the customer (a) responds to the initial request for information regarding the customer’s upgrade plans for moving to CDP and (b) provides the requested diagnostic bundles with information regarding the customer’s CDH/HDP deployment. If a customer needs assistance with this process, the customer should contact their Cloudera Sales Representative.

   

• Limited Support
  • Limited Support Period. For eligible customers, Limited Support will be provided at no additional charge for the six-month (i) period starting on January 1, 2022 and ending on June 30, 2022 for HDP products and (ii) beginning on April 1, 2022 and ending on September 30, 2022 for CDH products (each such period, the “Limited Support Period”). Thereafter, support for the Eligible Cloudera Products will cease.
  • Scope of Limited Support. For customers eligible to receive Limited Support, Cloudera will provide the following scope of Support Services for the Eligible Cloudera Products during the Limited Support Period:

    Cloudera will use commercially reasonable efforts to provide the standard Support Services for the Eligible Support Products during the Limited Support Period as set forth in the Support Terms, except that such Support Services shall be limited as follows:

    • 8x5 Support will apply for all severity levels
    • Cloudera will not be required to meet any Update Frequency Target for any support cases
    • Cloudera will not provide code fixes for any cases
    • Cloudera will not be required to perform any root cause analysis (RCA) for any support cases
    • Customer will not be eligible to escalate any support cases.