Cloudera Support Terms and Conditions

With respect to any Cloudera customer (a “Customer”) that has purchased a subscription for Cloudera products (“Cloudera Products”) pursuant to a subscription agreement (the “Customer Agreement”), Cloudera will use commercially reasonable efforts to provide the support and maintenance services as set forth on this page, as may be updated by Cloudera from time to time (the “Support Services”).

 

1. Definitions.

“8x5 Support” means Cloudera Support will deliver Support Services during Business Hours.

“24x7 Support” means Cloudera Support will deliver Support Services for 24 hours per day, 7 days per week.

“Business Day” means Monday through Friday (Customer Local Time), excluding holidays observed by Cloudera.

“Business Hours” means 9:00 a.m. to 5:00 p.m. (Customer Local Time) on Business Days.

“Customer Local Time” means the time zone associated with Customer’s billing address unless otherwise designated by Customer in writing.

“Support Contact” means designated Customer personnel with Cloudera support portal accounts and Cloudera certifications in both Cloudera’s Administration and Development courses.

“Supported Cluster” means a federated group of Nodes sharing the same file system and Customer data set and running Cloudera Products (excluding Cloudera Online Services) subject to the Customer Agreement.

“Knowledge Base” means that portion of the Cloudera support portal that provides Customers with exclusive access to solutions on the most common Customer issues, troubleshooting and diagnostics, and best practices. The Knowledge Base content is reviewed and updated regularly by Cloudera’s global support organization.

 

2.         General.

(i)         Performance. Cloudera will perform the Support Services in a professional manner using qualified and experienced personnel.

(ii)        Cooperation. Customer will cooperate in good faith with Cloudera in the performance of the Support Services including, but not limited to: (a) providing access to the Cloudera Products licensed pursuant to the Customer Agreement (and related systems); (b) providing assistance with break-fix issues related to the installation, upgrade (when and if available), and configuration of the Cloudera Products; (c) if applicable, ensuring that the Cloudera Software is configured correctly and available for data collection, cluster management and patch deployment; and (d) providing any reasonably requested assistance and information.

(iii)       Support Contacts. Customer will ensure that its personnel who contact Cloudera are: (a) knowledgeable about the operation of the Cloudera Products and the hardware on which the Cloudera Products are installed; and (b) qualified and trained with respect to the Cloudera Products.

(iv)       Supported Versions. Cloudera will provide support on the versions of Cloudera Products according to the Support Lifecycle Policy as set forth at http://www.cloudera.com/services-and-support/support-lifecycle-policy.html.

(v)        Exclusions. The Support Services do not include: (a) the installation or removal of the Cloudera Products; (b) initial or additional use case design; (c) architecting custom solutions or performance tuning; (d) architectural design reviews; (e) visits to Customer’s site; or (f) training. Cloudera has no obligation to correct any problems with the Cloudera Products or any issues resulting from: (w) use of the Cloudera Products not in accordance with the Customer Agreement or the user documentation applicable thereto; (x) defects or errors in any program or program version not specified by Cloudera as Cloudera Products; (y) defects or errors in any hardware; or (z) any acts or omissions of Customer and/or any third party.

3.      Support.

Support Contact(s) may engage Cloudera technical support by opening a case via the Cloudera support portal or by telephone. Cases will be handled according to the Customer’s subscription level (i.e., 8x5 or 24x7) as indicated in the matrix below.  The Support Services are intended to assist with break/fix issues in Cloudera Products.

Break/fix support is defined as assistance in resolving issues specific to Cloudera Product defects, improper configuration, unexpected behavior, or issues with the available documentation or instructions for using the Cloudera Product.

Cloudera will use commercially reasonable efforts to identify issues related to integration with third-party products and technologies. Examples include the following:

• Review of systems errors and impact related to use of the Cloudera Products including disk, memory and processor utilization observed when issues are being evaluated

• Assessment and advisement on network and protocol connectivity issues associated with the connectivity with Cloudera Products

• Review of security configuration as it relates to the integration of third-party products with Cloudera Products

If the issue is the result of the use of the third-party product and does not arise from a Cloudera Product, the Support Contact will be required to work with the applicable third-party vendor.

 

Cloudera Support Services include access to the Cloudera support portal and Knowledge Base.

Support Contacts may open cases and expect responses to break/fix issues or questions pertaining to:

• Operational support for a Supported Cluster including:

  • Identifying, diagnosing and fixing errors in Cloudera Products

  • Recovering Cloudera Products from failures and troubleshooting of issues

• Problem diagnosis and resolution including:

  • Problem isolation and diagnosis of errors in the Cloudera Products

  • Patches and workarounds to fix bugs in the Cloudera Products

• Assistance with specific Cloudera Product errors that arise during:

  • Installation, deployment and upgrading of Cloudera Products.

 

When reporting a problem or issue, the Support Contact should provide the following information within the support case:

(a) A description of the problem and when it was observed;

(b) The step-by-step process to reproduce the problem;

(c) Error messages and/or signatures associated with the problem;

(d) A current diagnostic data bundle generated from Cloudera Manager when opening the case;

(e) Any additional data available or required as determined by Cloudera including, but not limited to, stack traces, configuration settings and related information;

(f) Information necessary to classify the severity of the problem.

Support Contacts must have completed and passed the Administrator and Developer Cloudera Certification exams on the applicable version of the Cloudera Products running on the Supported Cluster.

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