Splice Machine Enterprise Edition Support

The following table summarizes support for the Enterprise Edition of Splice Machine.

Support Summary
Term 1 year
Named Support Contacts 5 contacts
Access Channels Web and Phone
Support Hours 24x7
Support Response Times
Severity 1 1 hour
Severity 2 4 hours
Severity 3 1 business day
Severity 4 1 business day
Severity Definitions
Severity 1 Production down or severely degraded to point of being non-functional
Severity 2 Production functional overall but issues reducing performance or functionality
Severity 3 Development or minor production issue
Severity 4 Question or issue that does not impact production