Starburst Galaxy Support Policy

I. SUPPORT.

Support is available for the Starburst Galaxy Service indicated on an applicable Order Schedule (the “Service”) for the Subscription Term set forth therein. Requests for Support should be submitted to Starburst Support through the in product chat.

Customer will designate up to three (3) key contacts for the reporting and coordination of support requests (the “Business Administrators”). Customer may change the Business Administrators upon prior written notice to Starburst.

Support is available 9 a.m. through 6 p.m., Monday-Friday, Customer local time, excluding Starburst holidays, except as noted in the Support Response Times table below.

Support includes the following:

Knowledgebase
Chat support
Upgrades, Updates, Patches generally made available to Starburst’s other support customers
Hotfixes
Performance Troubleshooting

Support is provided in the English language only.

II. SEVERITY LEVELS AND INCIDENT RESPONSE.

When starting a Support live chat, Customer must 1) provide Starburst with all information necessary for Starburst to process the request and 2) respond promptly to Starburst with any information reasonably requested to clarify the support request.

Upon starting a Support live chat within operating hours, the next available Starburst Support Engineer will respond.

If the support issue cannot be resolved via live chat, Starburst will create a support ticket and provide continued assistance via the support ticket. Starburst will classify the severity of all Support tickets based on the definitions provided below.

If live chat is not available, Customer will have the ability to create a ticket within the chat interface. Starburst reserves the right to adjust the severity if needed based on those same definitions.

Incidents are escalated as necessary through the Starburst Support organization, ending, if necessary, with Starburst’s Vice President of Support.

Support Severity Definitions

Severity	Definition
Urgent (Severity 1)	Production / Mission Critical functionality is down with no obvious or immediate workaround.
High (Severity 2)	Major loss of functionality, but can still continue in a degraded or restricted capacity. Not viable long term.
Normal (Severity 3)	Production issue where minor functionality is impacted, a development issue, or non-production outage.
Low (Severity 4)	Non-critical loss of functionality. Request for information or other non-production requests.

Support Ticket Response Times

Urgent

(Severity 1)

High

(Severity 2)

Normal

(Severity 3)

Low

(Severity 4)

Initial Response

24 x 7

30 Minutes

(email or phone)

4 hours

(email)

8 hours

(email)

Next business day (email)

Status Updates

hourly

every business day

every 5 business days

every 7 business days

Starburst

Responsibility

Resource

dedicated 24×7

dedication until a

workaround or

resolution is achieved.

Senior

management

immediately

notified.

Resources

available Monday Friday during local business hours

until a workaround or resolution is achieved.

Resources

available Monday Friday during local business hours

until a workaround or resolution is achieved.

Resources

available Monday Friday during local business hours

until a workaround or resolution is achieved.

Customer

Responsibility

Resource

dedicated 24×7 to provide diagnostics

to Starburst as

needed.

Resource available Monday-Friday

during local

business hours to provide diagnostics to Starburst as

needed.

Resource available Monday-Friday

during local

business hours to provide diagnostics to Starburst as

needed.

Resource available Monday-Friday

during local

business hours to provide diagnostics to Starburst as

needed.

III. SUPPORT EXCEPTIONS.

Starburst has no obligation to address a Service issue if

(i) caused by Customer’s negligence;

(ii) caused by unauthorized modifications or enhancements to the Service made by Customer;

(iii) Customer fails to utilize a patch, correction or an update which addresses the issue;

(iv) arising from a Customer’s or a third party’s system or environment or a third party product or service.

(v) identified by a Customer’s vulnerability scanning, penetration testing or other security tool.

Issues outside the scope of this Support Policy may be addressed upon the request of Customer at Starburst’s professional services rates then in effect.

IV. STARBURST GLOBAL SUPPORT CENTERS

- USA East – Boston
- USA West – Seattle
- EMEA – Poland

APAC – India, Singapore

V. MAINTENANCE.

Starburst may perform maintenance to the equipment, software, hardware and infrastructure comprising the hosting environment for the Service as Starburst deems necessary. During maintenance, Customer may not be able to access the Service. Starburst will maintain at least one page that informs Customer that maintenance is underway along with an estimate of when the Service will be available for use. For scheduled maintenance, Company will use commercially reasonable efforts to provide reasonable prior notice, conduct maintenance on weekends and between midnight and 6 AM, and keep the frequency and duration of impeded access during the maintenance period to a minimum. Emergency maintenance may be performed without notice to Customer, though Starburst will endeavour to provide as much notice as possible.

VI. AVAILABILITY

Starburst will use commercially reasonable efforts to make the Starburst Galaxy Service available 99.9% of the time. If we do not achieve and maintain the Monthly Availability Percentage, then you may be eligible for a Service Credit. We will provide at least 90 days’ advance notice for adverse changes to this SLA.

Monthly Availability Percentage	Service Credit
Less than 99.9% but equal to or greater than 99.0%	1 x Average Daily Starburst Galaxy Per Cluster Spend
Less than 99.0% but equal to or greater than 95.0%	3 x Average Daily Starburst Galaxy Per Cluster Spend
Less than 95.0%	5 x Average Daily Starburst Galaxy Per Cluster Spend

Example Calculation of Monthly Availability Percentage & Service Credit

During a Month with 31 days (44,640 Calendar Minutes), Customer executes Valid Query Submissions at a constant rate of 100 per minute to a single Cluster within Customer’s Galaxy account.

In a single 60 minute period, Customer experiences 100 instances of Query Failure Due to Service Unavailability. Thus, every minute in this 60 minute period has 1 Unavailable Minutes.

This totals 60 Monthly Aggregate Unavailable Minutes in that Month (60 minutes * 1 Unavailable Minutes) for that Cluster. Thus, the Monthly Availability Percentage for that Cluster for that Month is 99.866%. ((44,640-60)/(44,640)*100)

Customer has an Average Daily Starburst Galaxy Per Cluster Spend of one thousand US dollars ($1,000 USD) during the Month. Following completion of the credit request procedure by Customer, and subsequent validation of the Monthly Availability Percentage by Starburst, Customer would be entitled to a Service Credit of one thousand US dollars ($1,000 USD).

Definitions

“Month” refers to a calendar month.

“Calendar Minutes” is defined as the total number of minutes in a given calendar Month.

“Cluster” refers to a distinct named group of compute nodes, consisting of coordinator nodes, and worker nodes.

“Valid Query Submission” is defined as a valid SQL statement Customer submits to a Cluster that is executable.

“Query Failure Due to Service Unavailability” is defined as a Valid Query Submission that a Cluster fails to process due to reasons other than Customer error, or exceptions listed in Limitations.

“Unavailable Minutes” is defined as the quotient of the quantity of Query Failures Due to Service Unavailability, and the total quantity of queries submitted to a Cluster, in a given minute.

“Monthly Aggregate Unavailable Minutes” is defined as the summation of all Unavailable Minutes across a Month.

“Monthly Availability Percentage” is defined as the difference between Calendar Minutes and the Monthly Aggregate Unavailable Minutes, divided by Calendar Minutes, and multiplied by one hundred (100).

“Average Daily Starburst Galaxy Per Cluster Spend” is defined as Customer’s total Starburst Galaxy consumption (measured in US Dollars) for a specific Cluster in the calendar Month in which the Query Failure Due to Service Unavailability occurred, divided by the number of days in that Month.

Credit Request Procedures
To receive a Service Credit:

You must submit a claim by opening a case with the Starburst Galaxy support team using the web portal.
You must submit your claim and all required information by the end of the second billing cycle after which the incident occurred:
You must include all information necessary for Starburst to validate your claim, including: (i) a detailed description of the events resulting in Service Unavailability, including your request logs that document the errors and corroborate your claimed Service Unavailability (with any confidential or sensitive information in the logs removed or replaced with asterisks); (ii) information regarding the time and duration of the Service Unavailability; (iii) the number and location(s) of affected users (if applicable); and (iv) descriptions of your attempts to resolve the Service Unavailability at the time of occurrence.
You must reasonably assist Starburst in investigating the cause of the Service Unavailability and processing your claim.
You must comply with your applicable Starburst Galaxy service agreement, and any advice from our support team.
Service Credit(s) will be applied to a future invoice or payment for the Starburst Galaxy account that experienced the Service Unavailability. Service Credits cannot be transferred to other accounts.

Limitations
Service Unavailability does not include, and you will not be eligible for a Service Credit for, any performance or availability issue that results from:

Scheduled maintenance either by Starburst Galaxy or by third-party providers. Starburst will provide seven days’ advance notice in writing or by e-mail of scheduled maintenance, not to exceed 24 hours per month.
Factors outside of our reasonable control, such as natural disaster, war, acts of terrorism, riots, government action, or other force majeure events
Issues arising from your acts or omissions, your environment, hardware or software, or a network or device failure at your site or between your site and Starburst Galaxy;
Services, hardware, or software provided by a third party, such as cloud platform services required to run Starburst Galaxy
Use of your password or equipment to access our network
Your or any third party’s (a) improper use, scaling or configuration of Starburst Galaxy or (b) failure to follow appropriate security practices;
Starburst Galaxy preview features (functionality not intended for production use); or
Other products and services within Galaxy that are not Galaxy Clusters.

VII. SECURITY MEASURES

Starburst shall utilize industry standard security measures to protect against the loss, misuse and/or alteration of data located on systems. Starburst shall conduct vulnerability monitoring in accordance with formally documented vulnerability management processes and procedures.

During the term of the Agreement, Starburst will utilize code scanning tools to conduct vulnerability assessments. All identified vulnerabilities shall be addressed based upon Common Vulnerabilities and Exposures (CVE) level. Starburst will make commercially reasonable efforts to prioritize Critical and High vulnerabilities for remediation, when identified by internal scanning tools. Each reported vulnerability shall be verified by Starburst Data to be valid and applicable, or a false positive.

Medium, Low and Informational criticality vulnerabilities shall be reviewed by the Starburst Security Team and considered for future remediation, if legitimate, exploitable risk is identified.

Starburst reserves the right to accept the risk on any identified CVE, at any time and for any reason. Risk acceptance relieves Starburst Data of vulnerability remediation for that specific CVE.

During the term of the Agreement, Starburst will provide ongoing security updates to inform Customer on the impact of publicly disclosed vulnerabilities, exposures, and other reported security threats, via https://docs.starburst.io/security/advisories.html