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Gradle Support Policy
Last Updated: November 8, 2022
This Gradle Support Policy (as updated from time to time, the “Support Policy”) is attached to and incorporated in that certain Gradle Enterprise Software License Agreement (the “Agreement”). Unless otherwise defined in the Support Policy, capitalized terms shall have the meanings attributed to them in the Agreement. Support and Maintenance are provided for the most recent Major or Patch Release of the Software.
Software Maintenance and Technical Support Response Times for Errors: Gradle shall meet the response times listed below:
| Hours of Operation | For Customers with a principal place of business in the United States, 12 hours/day, 6:00 am – 6:00 pm Eastern Time, 5 days/week (Monday – Friday), excluding Good Friday, Easter Monday, Christmas (December 25th and 26th), New Year’s Eve (December 31st) and New Year’s Day (January 1st) (“Business Days”). For Customers with a principal place of business outside the United States, 12 hours/day, 6:00 am – 6:00 pm London time
5 days/week (Monday – Friday), excluding Good Friday, Easter Monday, Christmas (December 25th and 26th), New Year’s Eve (December 31st) and New Year’s Day (January 1st) (“Business Days”). |
| Support Language | English |
| Support Access Method | Web via Zendesk Support Platform |
| Support Response Method | Web via Zendesk Support Platform |
| Number of Support Requests | Unlimited |
| Service Level Objectives (SLO) Matrix | ||||
| Error Severity Level | Initial Response Target | Update Frequency | Workaround Target | Resolution Target |
| Severity 1 | Within 4 hours* | Daily on Business Days or Customer initiated | 1 Business Day | Next Patch Release |
| Severity 2 | Within 4 hours* | Every 2 Business Days or Customer Initiated | 5 Business Days | Future Patch Release |
| Severity 3 | By close of next Business Day* | N/A | Determined on a case-by-case basis | Future Major Release, Patch Release or at the discretion of the Company |
| Severity 4 | By close of next Business Day* | N/A | Determined on a case-by-case basis | Future Major Release, Patch Release or at the discretion of the Company |
* Support requests received less than four (4) hours prior the close of business (6:00 pm Eastern Time for U.S. Customers or 6:00pm London time for all other Customers) or outside Gradle’s hours of operation shall be deemed delivered at 6:00 am Eastern Time for U.S. Customers and 6:00 a.m. London time for all other Customers the following Business Day.
SERVICE LEVEL COMMITMENTS
Gradle will expend commercially reasonable efforts to provide an Error Correction (as defined below) designed to resolve or bypass a reported Error per the above Service Level Objectives Matrix. Gradle, in its reasonable discretion, shall determine the severity level of Errors (as defined below).
1. “Error” means a failure of the Software to conform to the specifications set forth in the Documentation resulting in the inability to use the Software or a material restriction in the use of the Software. Errors are classed Severity 1, 2, 3 or 4, as follows:
Severity 1: Critical Business Impact – All Productive Activity Stopped
Customer is unable to use the Software in a material fashion or reasonably continue work using the Software in a production environment.
Severity 2: Major Business Impact ‐ Major Feature Failure or Performance Degradation
Critical Software components are not working properly while other areas of the Software are not impacted. The affected Software functionality has created a significant negative impact on Customer’s productivity or Customer’s service level. Severity 2 Errors include installation errors.
Severity 3: Minor Business Impact ‐ Minor Feature Failure
Critical software components are not working properly, however, an alternative solution is available. The following also qualify as Severity 3 Errors:
- A non‐essential Software feature is unavailable with no alternative solution.
- Software behavior yields minimal loss of operational functionality or implementation resources.
Severity 4: Minimal Business Impact – General Questions
The following qualify as Severity 4 Errors:
- Software information requests
- Software enhancement requests
- Clarifications or questions regarding the Documentation
2. “Error Correction” means either a Software modification or addition that, when made or added to the Software, corrects the Error, or a procedure or routine that, when observed in the regular operation of the Software, eliminates the practical adverse effect of the Error on the end user. Error Corrections are delivered to Customer via Resolutions and Workarounds.
The Service Level Objectives (“SLOs”) stated in the Service Level Objectives Matrix above are targets and do not include or account for time waiting for additional information from the Customer or other delays outside of Gradle’s reasonable control. The response times provided above are subject to Gradle’s hours of operation. The SLOs assume that the Customer has fulfilled all Customer Responsibilities described in this document and Gradle’s technical support personnel (“Technical Support”) have received all the requested technical information reasonably required to resolve the issue.
Service Level Objective (SLO) Definitions:
Customer Responsibilities
Customer Responsibilities include the submission of a complete and accurate support ticket through Zendesk as well as prompt and complete responses to any follow up inquiries from Technical Support requesting logs, files, or any additional information in connection with any support ticket.
Initial Response
Initial Response means the initial contact through the Zendesk support platform by a Technical Support engineer to gather additional information about a case, collect diagnostics, suggest workarounds, obtain reproduction data and/or gather configuration information.
Resolution
Resolution means a solution to an Error that addresses the root cause of the reported Error and eliminates the practical adverse effect of the Error. Gradle will aim to provide Resolutions per the Resolution Targets set forth in the Service Level Objectives Matrix. Resolutions will be provided through Patch Releases or Major Releases, as set forth in the Service Level Objectives Matrix.
Resolution Target
Resolution Target means the target Software release intended to provide a Resolution for the reported Error.
Major Release
Major Release means an enhancement release that may contain both corrections for non‐conforming Software behavior and new functionality. Gradle, in its sole discretion, shall determine which enhancement suggestions to fulfill in each Major Release. A “Major Release” is identified by the first and second numbers separated by the first decimal point in the release number sequence (i.e. 2017.1).
Patch Release
Patch Release means a Software release containing corrections for non‐conforming Software behavior. Patch Releases may or may not contain new functionality. A Patch Release is identified by the release number after the right‐most decimal point in the release number sequence (i.e. 2017.1.1). All releases, including Major Releases, do not include modules or add‐on products that the Customer has not licensed from Gradle.
Update Frequency
Update Frequency means the frequency with which Technical Support provides information regarding the case status to the Customer. Periodicity may be extended by mutual agreement between Customer and Technical Support.
Workaround
A Workaround is a solution that provides relief from the non‐conforming Software behavior. A Workaround may take the form of an alternate usage, a system configuration change, a patch and/or design approach, or information in the case of an information request.
Workaround Target
Workaround Target means the target time period in which Gradle intends to provide a Workaround for the reported Error.