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Neo4j Support Terms Aura

Support Duration

Neo4j Aura Enterprise (“Service”) shall be subject to the following Premium support provisions for the duration of Subscriber’s subscription term:

Definition of Support

  • Aura Enterprise Support includes support on a 24×7 basis for Severity 1 issues via telephone, email, and web. Severity 2 through 4 issues will be addressed during business hours only. Customer Support Engineers are geographically dispersed to better address our Subscribers’ global support needs.
  • As used throughout these Neo4j Aura Support Terms, business hours means 8:00am to 6:00pm (local business hours), Monday through Friday. The local business hours must be defined and be the same for all contacts to the Support Portal from the same Subscriber project.
  • Access to the Neo4j Aura Support Portal is available at https://aura.support.neo4j.com/, for Subscriber’s nominated technical representative(s).
  • Technical support with service requests, based on severity and escalation guidelines indicated below.
  • Development of updates to the Service, where commercially reasonable, for the purpose of addressing Severity 1 and Severity 2 issues identified in the Service.

Support Documentation

  • Requests for support will be logged and managed in the Neo4j Aura Support Portal. All outstanding and resolved requests relating to Subscriber’s account will be visible in this system to the nominated technical representative(s) of the account.

First and Second Line Support

Subscriber is expected to manage “First Line Support” services for their own end users of the Service. First Line Support includes providing direct responses to all requests relating to performance, functionality and operation raised by users regarding the Service.

If, after reasonable commercial efforts, Subscriber is unable to diagnose or resolve problems or issues in the Service, Subscriber may then contact Neo4j for “Second Line Support” that includes Service Levels 2 through 4 below. Subscriber must use all commercially reasonable efforts to provide Neo4j with the necessary access required (e.g. access to servers, log files, etc.) to verify that observed issues can be replicated and originate in the Service in order to be provided Second Line Support.

Severity Definitions

Ticket severity levels are assigned during ticket creation. Severity assignment will be validated with Subscriber by the Neo4j Aura Customer Support Engineer and is based on the technical and business impact of Subscriber’s technical issue as outlined below. Neo4j Aura Customer Support, at their sole discretion, may upgrade or downgrade the severity of the ticket depending on developments during the ticket flow process. For example, if available, a temporary resolution may be provided to mitigate the material impact of a given problem resulting in the reduction of the severity of a ticket. Severity levels will also be adjusted downward as the technical issue is mitigated or if Subscriber does not engage in like-effort.

Severity 1

The production use of the Service is stopped or so severely impacted that the user of the Service cannot reasonably continue work. The user of the Service is experiencing a complete loss of service. The operation is mission critical to the business and the situation is an emergency.

A Severity 1 service request has one or more of the following characteristics:

  • Data corrupted
  • A critical documented function is not available
  • System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
  • System crashes, and crashes repeatedly after restart attempts

Neo4j will use commercially reasonable efforts to respond to Severity 1 service requests within the Response Time Guidelines specified below. When Neo4j determines that the issue is indeed a Severity 1, Neo4j will employ commercially reasonable efforts to resolve the issue, including the engagement of engineers on a 24×7 basis as long as useful progress can be made. Whilst a Severity 1 service request remains active, Neo4j will assign a designated point of contact to Subscriber, who will be available 24×7 for Aura Enterprise Support issues. During this same period, Subscriber is required to provide Neo4j with a contact, available 24×7 for Aura Enterprise Support, and reachable via email and phone, to assist with data gathering, testing, and applying fixes. Subscriber will make all commercially reasonable efforts to provide Neo4j with the necessary troubleshooting materials (e.g. application log files, client error messages, etc.). When requested materials are not provided in a timely manner, Neo4j is unable to guarantee the quality of support and cannot be held accountable for delay in resolution.

Please allocate Severity 1 classification with great care, so that valid Severity 1 situations obtain the necessary resource allocation from Neo4j.

Severity 2

The user of the Service is experiencing a severe loss of service. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion. The operation is mission critical to the business.

Neo4j will use commercially reasonable efforts to respond to Severity 2 service requests within the Response Time Guidelines set forth below. When Neo4j determines that the issue is Severity 2, Neo4j will employ commercially reasonable efforts to resolve the issue, including the engagement of engineers within local business hours of Subscriber’s region, until the issue is resolved or as long as useful progress can be made. While a Severity 2 service request remains active, Neo4j will assign a designated point of contact to Subscriber, who will be available within local business hours*. During this same period, Subscriber is required to provide Neo4j with a contact, available within their local business hours and reachable via email, to assist with data gathering, testing, and applying fixes. Subscriber will make all commercially reasonable efforts to provide Neo4j with the necessary troubleshooting materials (e.g. application log files, client error messages, etc.). When requested materials are not provided in a timely manner, Neo4j is unable to guarantee the quality of support and cannot be held accountable for delay in resolution.

Severity 3

The user of the Service is experiencing a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality.

Neo4j will use commercially reasonable efforts to respond to Severity 3 service requests within the Response Time Guidelines set forth below.

Severity 4

Subscriber requests information, an enhancement, or documentation clarification regarding the Service but there is no impact on the operation of the Service. The user of the Service is experiencing no loss of service. The result does not impede the operation of a system. Neo4j will use commercially reasonable efforts to respond to Severity 4 service requests within the Response Time Guidelines set forth below.

Response Time Guidelines

Aura Enterprise

Severity 1

< 1 hour

Severity 2

< 4 business hours *

Severity 3

< 8 business hours *

Severity 4

< 8 business hours *

*Local business hours are 8:00am to 6:00pm, Monday through Friday, excluding major holidays (https://aura.support.neo4j.com/hc/en-us/articles/360053850514)

Escalation Guidelines

Guidelines for service request escalation from Subscriber’s First Line Support to Neo4j’s Second Line Support and escalation within Neo4j are the following Service Levels:

Level 1:

Subscriber is expected to manage First Line Support services for their own end users of the Service. First Line Support includes providing direct responses to all requests relating to performance, functionality and operation raised by users regarding the Service. If, after reasonable commercial efforts, Subscriber is unable to diagnose or resolve problems or issues in the Service, Subscriber may then contact Neo4j for “Second Line Support” that includes Service Levels 2 through 4 below.

Level 2:

A Neo4j Support Engineer receives information on an issue and analyzes the symptoms. They will engage in appropriate troubleshooting practices, and propose solutions or further investigative actions accordingly.

Level 3:

At this level, resources and measures not prescribed in Level 2 will be utilized. Neo4j Aura Support Engineers will conduct advanced troubleshooting and analysis in collaboration with Neo4j Aura Site Reliability Engineers (“SREs”) and assigned Subscriber resources. Investigative actions will be prioritized and managed in order to best uncover and remedy the issue. As described above, Subscriber is required to make all commercially reasonable efforts to provide Neo4j with access to systems and materials (log files, etc.) as required to diagnose and reproduce the issue.

Level 4:

The most critical or complex issues are addressed at this level. All information and actions taken in Level 2 and 3 are shared with the Neo4j product engineering team, who engage in further research and analysis and then propose solutions to be developed and provide detailed estimates for delivery.

Escalation between service levels 2-4 will be made at the discretion of Neo4j, based on the results of investigation into the issue.

Changes to Support Terms

Neo4j reserves the right to change, alter, replace or otherwise modify these Support Terms at any time. The date of last modification is stated at the end of these Support Terms.

Last modified: September 21, 2020