Redis Enterprise Cloud Services Support Policy

Redis provides support services to paid versions of the Redis Enterprise Cloud Services (the “Cloud Services”), with a general description available at: https://redis.com/redis-enterprise-cloud/overview/. This document (the “Support Policy”) describes the applicable levels and processes that apply to the Cloud Services you have purchased, and it is incorporated into the Redis Enterprise Cloud Terms of Service (the “Cloud ToS”), which are available at: https://redis.com/cloud-tos. Any capitalized terms used but not defined in this Support Policy, such as “Free Services” and “Previews” are defined in the Cloud ToS.

1. Defined Terms.

1.1 “Support Services” generally refers to the services described in this Support Policy, and does not include professional services or other services not specified herein, such as training or consulting.

1.2 “Pricing Plan” refers to the Redis Enterprise Cloud Services pricing plans that are available at: https://redis.com/redis-enterprise-cloud/pricing/

1.3 “Priority Level” refers to the priority assigned to a support request, as shown below in this Support Policy.

1.4 “Technical Contacts” refers to the applicable named individuals at your organization who are responsible for the administration of the Cloud Services.

2. The Support Process.

2.1 Eligible Services. Redis provides Support Services only to paying subscriptions of the Cloud Services. This Support Policy does not apply to Free Services or Previews.

2.2 Technical Contacts. Support may be initiated and managed only by named individuals who are responsible for the administration of the Supported Services within Customer’s organization.

2.3 Support Tickets. Technical Contacts may initiate a support ticket concerning Eligible Services (“Ticket”) 24 hours a day, 7 days a week through: (a) Redis’ web ticketing system at https://redis.com/company/support/ or at https://app.redislabs.com; (b) an email to support@redis.com, or (c) our support hotline at a phone number provided at the Support Services UI. Support is provided in the English language only.

2.4 Ticket Resolution. Redis will make commercially reasonable efforts to resolve any Ticket detailing a material and verifiable failure of the Cloud Services to conform to its Documentation. Such efforts may include helping with diagnosis, suggesting workarounds, providing patches, or modifying the Cloud Services. Support Services will not be provided for:

3. Ticket Priority Level. 

Redis will reasonably assess and assign each Ticket a Priority Level. Redis will confirm the Priority Level with the Technical Contact and will resolve any disagreement regarding the Priority Level as soon as is reasonably practical.

Priority LevelDefinition
“Urgent”A catastrophic problem in Customer’s production database that results in the inability to access Customer Data or in loss of Customer Data. This Priority Level is not applicable for non-production databases.
“High”A high-impact problem in Customer’s production database that would disrupt essential operations, without impact on data availability and with no data loss. This Priority Level is not applicable for non-production databases.
“Normal”A lower impact problem in Customer’s production or non-production database that involves a partial or limited loss of non-critical functionality, or some other problem not involving loss in functionality and not preventing your continued essential operations. Normal also includes any problem relating to non-production databases, such as test and development databases.
“Low”a general usage question. It also includes enhancement or modification requests. There is no impact on the quality, performance, or functionality of the database in a production or non-production system.

4. Ticket Response Time. 

The following response times apply to Eligible Services:

Pricing PlanFixed PlanFlexible Plan
Support Service LevelBasicStandard
Ticket Priority LevelResponse Time
Urgent3 hours2 hours
High8 hours6 hours
Normal / Low*24 hours24 hours

* Response times for Normal/Low priority tickets apply Monday to Friday, 9am-6pm, at your primary
      time zone

4.1 Customer’s Responsibilities. Customer shall provide Redis with timely access to Customer’s Technical Contacts as reasonably required for allowing Redis to resolve Tickets.

5. How to Escalate a Support Ticket. 

5.1 Generally. If Customer is not satisfied with the response or resolution provided by Redis’ Support Services, Customer may use one of the following escalation paths to have its concerns addressed:

Change of Business ImpactFor support issues where the business impact has changed or was not correctly stated initially, Customer should first request to have the Priority Level of the Ticket raised.
Escalation ProcessIf Customer is dissatisfied with the Redis response or resolution, Customer should follow the procedure below:
Step 1Verify that the Ticket is up-to-date and all requested information and files have been provided. Then ask for escalation through one of the channels listed in Section 3 above, indicating:(a) the Ticket number; (b) Technical Contact’s details, and (c) reason for escalation.
Step 2A support engineer or an operator will take your information and generate an escalation request (“Escalation Request”).
Step 3Once an Escalation Request has been received, Redis’ Support Manager will contact Customer’s Technical Contact to acknowledge the escalation process and determine the mode of communication and frequency of updates. The Support Manager will work to ensure that the appropriate resources are available to identify a solution or a workaround.