Try Redis Cloud Essentials for Only $5/Month!

Learn More

Redis Enterprise Customer Success Services Policy

Last Updated: March 3, 2023

Redis offers various levels of Customer Success Services for paid versions of the Redis Enterprise Software Services (the “Software Services”) and the Redis Cloud Services (the “Cloud Services”). This Redis Enterprise Customer Success Services Policy (the “Customer Success Policy”) describes the Customer Success levels that may apply to the Software Services or Cloud Services Customer has purchased, and is incorporated into, as applicable (a) the Redis Enterprise Software Agreement available at: https://redis.com/software-subscription-agreement/, (b) the Redis Cloud Agreement available at: https://redis.com/legal/cloud-tos,  or (c) any other agreement between Customer and Redis governing the use of the Software Services, the Cloud Services, and any related services (the “Agreement”). Any capitalized terms used but not defined in this Customer Success Policy are defined in the Agreement.

1. Customer Success Services.

Subject to payment of the applicable fees, Redis will provide during the Commitment Period one of the Customer Success Service Levels outlined in Table 1 or Table 2 below, but only as specified in Customer’s corresponding Transaction documentation.

2. Definitions.

“Customer Property” means Customer Confidential Information and Customer logos and trademarks that may be included in the Redis Materials. 

“Redis Materials” means documentation, templates, training materials, recordings and other items Redis may provide to Customer as part of the Customer Success Services. 

“Redis Tools” means proprietary tools, libraries, know-how, techniques and expertise used by Redis to develop the Redis Materials.

3. Licenses.

3.1 During the Term of the Agreement, Redis shall have the right to use Customer Property solely for the purpose of providing the Customer Success Services to Customer as set forth in the applicable SOW or Transaction documentation. The Parties agree that performance of Customer Success Services is contingent on Customer promptly providing the relevant Customer Property. Customer agrees that failure to timely provide the above may result in schedule or financial impacts. In case of material impacts, Customer and Redis will negotiate and execute a change order to the SOW or, failing to reach an agreement, Redis may terminate the SOW without any liability for doing so. Termination will not relieve Customer of payment obligations for fees or expenses incurred prior to termination.

3.2 During the Term and subject to the terms and conditions of the Agreement, Redis provides Customer with a limited, non-exclusive, non-sublicensable, non-transferable (except in connection with an assignment as permitted by the Agreement), revocable license to use Redis Materials and Redis Tools solely for Customer’s internal operations in connection with its authorized use of the Services.

Table 1 – Gold & Silver Customer Success

Customer Success FeaturesSilverGold
Dedicated Customer Success Personnel
Project planning (use cases, solutions, dependencies, timeline), and documentation
Cloud: technical lead for initial deployment and subsequent add-ons
Notifications about required fixes and upgrades
Training on support policy and procedure
Regular cadence of “best-practices” emails
Software: tracking and documenting your software versions
Cloud training: account, subscription, database configuration and management
Software training: database and cluster configuration and management
Expert deployment sizing
Review updates on new features and version releases
Cloud: on-going planning and optimization discussions
Cloud: consultation on minimizing costs
Software: Assistance in upgrade planning
Executive business reviews

Table 2 – Platinum Customer Success

Platinum Customer Success Feature
Up to 15 hrs/week consultation time with Customer Success Personnel
Single point of contact for following up on issues
Consultation and assistance developing a migration plan to Redis Enterprise
Production-stage audits to check cluster health
Throughput and latency checks to verify performance requirements
Load-testing design and review
Consultation in under or over-provisioned scenarios
Proactive review of production systems to fit your needs
Project planning (use cases, solutions, dependencies, timeline), and documentation
Cloud: technical lead for initial deployment and subsequent add-ons
Notifications about required fixes and upgrades
Training on support policy and procedure
Regular cadence of “best-practices” emails
Software: tracking and documenting your software versions
Cloud training: account, subscription, database configuration and management
Software training: database and cluster configuration and management
Expert deployment sizing
Review updates on new features and version releases
Cloud: on-going planning and optimization discussions
Cloud: consultation on minimizing costs
Software: Assistance in upgrade planning
Quarterly business and performance reviews