This Astronomer Technical Support Policy for Hosted Products describes the technical support (“Support”) that Astronomer provides in response to any errors or other issues that may arise in the use of the solution (“Error”). Customer shall receive Astronomer’s general Support offering or other Support Package set forth in the Order Form in accordance with this support policy, the Documentation, and the applicable subscription agreement between Astronomer and the Customer (“Agreement”). If Astronomer is providing Hosted Products on a free trial basis or for evaluation purposes, Astronomer may provide more limited Support in its discretion.
Capitalized terms not defined in this Support Policy shall have the meaning given to them in the Agreement.
1. SUBMITTING REQUESTS. Customer will notify Astronomer of any Error by submitting a request through the Astronomer Support Portal. After receipt of the Support 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 and in accordance with the Solution Definition in the table below.
2. RESPONSE TIMES. Customer may submit Support requests twenty-four (24) hours a day, seven (7) days per week. Astronomer will respond within the times and priority level definitions (see below) aligned with the applicable Support Package. Live support discussions will be scheduled based on mutual agreement between the parties, subject to Astronomer’s availability, and conducted for durations and at a frequency deemed reasonable within industry standards. Additional information and examples on priority levels can be found in the Documentation here: https://docs.astronomer.io/astro/astro-support.
In addition to the package definitions below, all packages will include unlimited access to the Astronomer Academy courses and certifications.
Support Package | Availability | Target Response Times | Office Hours | |||
P1 | P2 | P3 | P4 | |||
Developer | M – F (Business Hours) | - | - | - | - | - |
Team | 24x5 | 6 Business Hours | 24 Business Hours | 48 Business Hours | 72 Business Hours | First Come/First Serve |
Business | 24x7 | 1 hour | 4 Business Hours | 24 Business Hours | 48 Business Hours | First Come/First Serve |
Enterprise | 24x7 | 1 hour | 4 Business Hours | 24 Business Hours | 48 Business Hours | Priority Scheduling |
“Business Hours” shall be defined as 9:00PM Sunday New York local time through 9:00PM Friday New York local time excluding the times not listed and the following Astronomer observed holidays: New Year’s Day, Martin Luther King Jr. Day, President’s Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Indigenous Peoples’ Day, Veterans Day, Thanksgiving, Day After Thanksgiving, Christmas Day.
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 hosted product 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 | Hosted product is partially impaired. | Issue is resolved; or Workaround is provided; or Fix incorporated into future release. |
P4 - Low Impact | Hosted product is fully usable but you have a question for our team. | Answer to question is provided; or Enhancement request logged. |
3. RESOLUTION OBLIGATIONS. Astronomer’s obligation to provide Support 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 (ii) Customer procuring, installing, and maintaining all equipment, communication interfaces, and other hardware necessary to access and operate the Solution.
4. 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 the Agreement or payment is overdue for any undisputed invoice.
5. 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.
