Astronomer shall provide technical support for the Service and success packages (“Support”) in accordance with this Technical Support and Success Packages document and the applicable written subscription agreement between Astronomer, Inc. and Customer for the Service (“Agreement”) in accordance with the terms of this document. Capitalized terms not defined in this Support document have the meaning given to them in the Agreement (including its associated addenda, policies and other terms referenced therein).
SUPPORT SERVICES. Customer shall receive Astronomer’s general Support offering or other enhanced support offering as designated in the applicable Order Form (“Support Level”). However, Astronomer reserves the right to provide more limited support for free trial and evaluation use of the Service in its discretion.
If Customer experiences any errors, or other issues in its use of the Services (“Error”), Customer will notify Astronomer through the Astronomer Support Portal and Astronomer will provide Support services subject to the criteria set forth in this document.
RESPONSE TIMES. Astronomer standard support response times and priority level definitions are set forth below. Customer may submit Support requests twenty-four (24) hours a day, seven (7) days per week. Any necessary live support discussions will be scheduled at a time mutually agreed by the parties and for durations and at a frequency that is commercially reasonable for Astronomer. Additional information and examples can be found in the Astronomer Documentation here - /docs/astro/astro-support.
In addition to the package definitions below, all packages will included unlimited access to Astronomer Academy courses and certifications.
Support and Success Package | Availability | Target Response Time: P1 | Target Response Time: P2 | Target Response Time: P3 | Target Response Time: P4 | Slack Integration | Office Hours |
Developer | M – F (Business Hours) | - | - | - | - | - | - |
Team | 24x5 | 6 hours | 24 hours | 48 hours | 72 hours | First 30-days | First Come/First Serve |
Business | 24x7 | 1 hour | 4 hours | 24 hours | 48 hours | First 30-days | First Come/First Serve |
Enterprise* | 24x7 | 1 hour | 4 hours | 24 hours | 48 hours | Unlimited | Priority Scheduling |
In addition to the service listed above Enterprise Support will also receive the following: Customer Success Manager, Resident Solutions Architect Guidance, Quarterly Roadmap, Quarterly Healthcheck
Error Priority Level | Business Impact | Solution Definition (one or more of the following is true) |
P1 - Critical Impact | A Deployment is completely unavailable, or a DAG that was previously working in production is no longer working. | Issue is resolved; or Workaround is provided; or Fix is provided. |
P2 - High Impact | High impact. Ability to use Astro is severely impaired but does not affect critical, previously working pipelines in production. | Issue is resolved; or Workaround is provided; or Fix is provided. |
P3 - Medium Impact | Service is partially impaired. | Issue is resolved; or Workaround is provided; or Fix incorporated into future release. |
P4 - Low Impact | Astro is fully usable but you have a question for our team. | Answer to question is provided; or Enhancement request logged. |
RESOLUTION OBLIGATIONS. Astronomer’s obligation to provide Support services is conditioned upon (i) Customer providing Astronomer with sufficient information and resources to correct the Error, as well as any and all assistance reasonably requested by Astronomer; and (iii) Customer procuring, installing, and maintaining all equipment, communication interfaces, and other hardware necessary to access and operate the Service.
After receipt of a Support Services request, Astronomer will review and determine if an Error has occurred and, if so, assign a Priority Level. Astronomer will respond to Errors within the Target Response Times in accordance with the Solution Definition in the table above.
EXCLUSIONS. This Support Policy does not apply to any software, equipment, or solutions not purchased from Astronomer. This Support Policy does not apply if Customer is in material breach of this Agreement or payment is overdue for any undisputed invoice.
CHANGES TO SUPPORT. Astronomer is continually seeking to improve the service it provides to customers, including technical support. Astronomer shall be entitled to update this Support Policy at any time, provided, current Support Levels for an existing Term will not be materially affected by such change.
