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. Teams: the standard support level available to Customers subscribed to the Teams plan.

1.1.2. Pro: Teams support plus the additional support services listed in Section 1.3.2.

1.1.3. Enterprise: In addition to Pro, Customers will also receive the additional support services listed in Section 1.3.3.

1.1.4. Self-Hosted: Support for self-hosted deployments as further described in Section 1.3.4 and as specified in the applicable Service Order.

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. Teams

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 Section 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.

Community Office Hours:
Access to publicly available office hours hosted by Humanitec, where Customers may ask questions and receive general guidance regarding the Humanitec Service.

1.3.2. Pro

In addition to receiving the support in Teams, Customers who purchase Pro will receive support as follows:

Office Hours:
Access to monthly office hours sessions with a Humanitec platform architect.

Access Points:
Email support and participation in scheduled office hours sessions.

Architecture Guidance:
Customers may use scheduled office hours sessions to discuss architecture questions, troubleshooting topics, and best practices related to the Humanitec Service.

1.3.3. Enterprise

In addition to receiving the support in Pro, Customers who purchase Enterprise will receive support as follows:

Office Hours:
Access to weekly office hours sessions with a Humanitec platform architect.

Priority Support:
Priority handling of support requests as described in Section 2.

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.

Access Points:
Direct communication channels with Humanitec support via email and scheduled office hours.

Business Support:
Periodic business and technology reviews as mutually agreed between Humanitec and Customer.

1.3.4. Self-Hosted Deployments

Customers who purchase a Self-Hosted deployment will receive support as defined in their applicable Service Order.

Such support may include the following:

Deployment Support:
Assistance with initial deployment and configuration of the Humanitec Service in the Customer’s infrastructure.

Office Hours:
Access to weekly office hours sessions with a Humanitec platform architect.

Operational Guidance:
Guidance related to upgrades, configuration, and operation of the Humanitec Service in a customer-managed environment.

The exact scope of support for Self-Hosted deployments may vary and will be defined in the applicable Service Order.

1.4. Conditions for Support

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. Exclusions

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;

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 caused 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: