Support Terms

This Humanitec Support Terms document (“Support Terms”) applies only in conjunction with the Humanitec Subscription Terms and describes the Humanitec support and maintenance services available (“Support”). Capitalized terms used but not defined herein shall have the meanings given to them in the Subscription Terms.

1. Support Options

1.1. Humanitec offers the following service levels for Customer support:

1.1.1. Basic: the basic support for any Customer.

1.1.2. Helping Hands: Basic support plus the additional support services listed in 1.3.2.

1.1.3. White Glove: In addition to Helping Hands, Customers will also receive the additional support services listed in 1.3.3.

1.2. The support offerings do not apply to the limited time free trial use (clause 7 of the Subscription Terms).

1.3. Support Type Descriptions

1.3.1. Basic

• Email Support: Support via email to help a Customer identify, locate, and correct an Error for the Humanitec Service.
• Error Corrections: Humanitec shall use commercially reasonable efforts to correct and/or provide a Workaround for any Error reported by Customer in accordance with the priority level reasonably assigned to such Error by Humanitec and the associated response obligations set forth in clause 2.
• Updates and Enhancements: Humanitec shall provide to Customer, Humanitec’s officially released (i) Bug Fixes, and (ii) Updates and Enhancements to the Humanitec Service (“Humanitec Service Updates”). For the purposes of clarity, Humanitec Service Updates are limited to incremental improvements to the Humanitec Service licensed under the Agreement.
• Training: Self-service documentation.

1.3.1. Helping Hands

In addition to receiving the support in Basic, Customers who purchase Helping Hands will receive support as follows:

• Email and Messenger Support: Support via dedicated channel in Humanitec's Enterprise Slack/MS Teams.
• Access Points: Monthly check-ins and Email/Slack access to the Customer Success team.
• Training: Basic training for teams in single, digital sessions with live Q&A.
• Severity A Errors: Customer can flag Severity A Error requests (as defined below) for expedited review. If a Support ticket is classified as a Severity A Error, Customer may request to escalate that ticket to a scheduled conference call.
• Business Support: Quarterly business and technology reviews.

1.3.3. White Glove

In addition to receiving the support in Helping Hands, Customers who purchase White Glove will receive support as follows:

• Access Points: Dedicated Customer Success Manager and Customer Success Engineer.
• Training: Bespoke training program for teams in digital sessions (one per quarter) or in person (extra fees apply).
• Business Support: Executive briefings.

1.4. Humanitec’s obligation to provide Support is subject to the following: (i) Customer’s reasonable effort to resolve the Error after communication with Humanitec; (ii) Customer’s provision to Humanitec of sufficient information and resources to correct the Error, (iii) Customer’s procurement and installation and maintenance of all hardware and browser software necessary to access the Humanitec Service, and (iv) Customer installing any corrections to the CLI provided by Humanitec. As related to Severity A Error, Customer shall provide continuous access to appropriate Customer personnel and the Humanitec Service during Humanitec’s response related to the Severity A Error or Humanitec shall be permitted to change the status of the Error.

1.5. Humanitec is not obligated to provide Support for Errors related to (any of these are “Exclusions”):

1.5.1. modifications and/or alterations to the Humanitec Service not performed by Humanitec,

1.5.2. use of the Humanitec Service in a manner not in accordance with the Agreement and Documentation,

1.5.3. Errors caused by the Customer’s negligence, or issues with Customer’s computing devices, local area network, or internet service provider connections, or third-party software; and

1.5.4. situations in which the Customer has not paid any fees in accordance with the Agreement and/ or Service Order when due.

1.5.5. use of Humanitec Service outside the scope described in the Term,

1.5.6. inability to provide the Humanitec Service due to acts or omissions of Customer or any User,

1.5.7. Planned or Emergency Maintenance,

1.5.8. issues cause by Customer after Humanitec advised Customer to modify Customer’s use of the Humanitec Service, if Customer did not modify its use as advised,

1.5.9. issues that resulted from the use of third-party hardware or software, in which the third-party hardware or software caused the service degradation.

2. Response and Resolution Goals

Humanitec will use commercially reasonable efforts to respond during Business Hours to requests for support from Customer as follows: