CHEF SUPPORT SERVICE LEVEL AGREEMENTS

June 18, 2024 (view archived version)

1. SERVICE LEVEL AGREEMENT:

   1. Chef Standard Support. Chef will support the Hosted Services in accordance with the following table for Chef Standard Support:

      Severity	Support Hours	Response Time	Submission Method
      1	8 am – 1 am UK Time 5 am – 9 pm Eastern Standard Time Monday – Friday	60 Minutes	Web-based ticketing system
      2	8 am – 1 am UK Time 5 am – 9 pm Eastern Standard Time Monday – Friday	3 Hours	Web-based ticketing system
      3	8 am – 1 am UK Time 5 am – 9 pm Eastern Standard Time Monday – Friday	24 Hours	Web-based ticketing system
      4	No SLA	No SLA	Web-based ticketing system

   2. Chef Premium Support. Chef will support the Supported Applications in accordance with the following table. Additionally, if Chef believes an on-site visit is best to support a Severity 1 issue, Chef may offer to send someone onsite to provide support in person. For any such on-site support, Chef will work with Customer to complete any pre-qualifications necessary for our Chef resources to be able to come onsite expediently. Severity 1 follow up may include phone, video conferencing, and on-site support as needed.

      Severity	Support Hours	Response Time	Submission Method
      1	24x7 Every Day	30 Minutes	Web-based ticketing system
      2	8 am – 1 am UK Time 5 am – 9 pm Eastern Standard Time Monday – Friday	1 Hour	Web-based ticketing system
      3	8 am – 1 am UK Time 5 am – 9 pm Eastern Standard Time Monday – Friday	3 Hours	Web-based ticketing system
      4	No SLA	No SLA	Web-based ticketing system

   3. Hosted Services Availability.

      1. Service Level Objective: Assuming incidents and events are within our reasonable control, we will use commercially reasonable efforts to make the Hosted Services available 99.9% of the time (“Service Level Objective”). If Chef fails to meet the Service Level Objective in any given month, then affected customers will be eligible to receive a Service Credit to their account which will be granted according to Section 1(d) below. For any partial calendar month during which you have access to the Hosted Services, the Service Level Availability will be calculated based on the entire calendar month, not just the portion for which you have access to the Hosted Services.

      2. Service Level Availability: Chef considers Chef SaaS available when the command/run of chef-client is available, as reasonably determined by Chef, and is calculated as the total number of minutes in a calendar month minus the number of minutes of Downtime suffered in such calendar month, divided by the total number of minutes in the calendar month. The applicable formula is:

         Service Level Availability = ((Total Minutes in Month) – (Total Minutes of Downtime (Total Minutes in Month)) X 100

         Downtime data is collected every one minute, based on the minutes detected by the Chef system, which may conflict with actual time. “Downtime” means that for Chef SaaS the command/run of chef-client is unavailable for your use as reasonably determined by Chef. Downtime excludes time offline and unavailability resulting directly or indirectly from any Service Level Exclusion as defined in Section 3.

      3. Scheduled Maintenance: We perform regular scheduled Service upgrades, enhancements, and general maintenance on Thursdays between the hours of 12:00 AM and 1:00 AM PST. During this time the Hosted Services may have limited availability or not available at all. We provide a minimum of two (2) weeks prior notice for Scheduled Maintenance.

      4. Emergency Maintenance: In the event of severe service degradation or risk or remediation of a security breach, the Hosted Services may become temporarily unavailable. As we work to restore the availability of Hosted Services, we will communicate our progress to you via email or other medium at our discretion.

      5. End of Life: Chef may, at its sole discretion, designate Hosted Services or parts thereof as End of Life. Chef will make available or continue to provide an alternate application with comparable functionality or, if Chef decides to discontinue Hosted Services entirely, Chef will provide written notice to customer to allow customer to upgrade or migrate to other available solutions.

   4. Service Credits. Service Credits are your sole and exclusive remedy, and our sole and exclusive liability, for our failure to meet the Service Level Objective, and are expressed as a percentage of the applicable monthly license fee which in the case of any prepaid license will be calculated as the total license fee divided by the number of months in the applicable license term. The service credits provided for any given month will not exceed 100% of the applicable monthly license fee.

      System Availability	Service Credit Provided
      99.1% – 99.9%	10%
      95.0% – 99.0%	15%
      < 95.0%	50%

2. SUBMISSION NOTES/REQUIREMENTS:

   1. The web interface at https://community.progress.com/s/supportlink-landing is the method for submitting tickets to the Chef support team. Requesters must have knowledge about the technical details associated with the service request, the applicable operating system, and configuration of the environment.

   2. To receive any Service Credit, you must notify Chef in writing within thirty days of the date of its failure to meet the Service Level Objective. Failure to comply with this requirement will waive your right to receive a Service Credit.

   3. “Severity” means the following:

      1. Severity 1: Whole System outage of a production server product. Complete inability to service client requests

      2. Severity 2: Chef operations can continue in a restricted fashion, although long-term productivity might be adversely affected.

         1. Severe degradation of server product services (e.g. one server in an HA cluster down, bulk of client runs failing, etc.).
         2. Workflow tools failing (e.g. inability to push any cookbook changes over multiple cookbooks, etc.).
         3. Core Chef API service functionality is available, however other services are limited or inaccessible.

      3. Severity 3: Partial, non-critical loss of Chef functionality. Impaired operations of some components but allows the user to continue using Chef Hosted Services. Not all Severity 3 problems will require a workaround. Chef may, in its reasonable discretion, respond to a Severity 3 problem by making the Error a feature request and downgrade the severity.

         1. Chef API service functionality is available but there is a minor degradation in service.
         2. Any other Chef server product, client, or workflow tool malfunction (e.g. one Chef client out of several failing repeatedly).

      4. Severity 4: General usage questions or product feature requests. Product feature requests will be tracked to provide updates to customers, but do not have a response SLA associated with them.

         1. Errors in the documentation.
         2. Assistance for server, client, or workflow tool or other feature installation.
         3. Assistance with non-Chef-produced cookbooks and Chef-related software.
         4. Feature requests.

3. SERVICE LEVEL EXCLUSIONS:

   Chef will not be responsible for unavailability or downtime arising from the following (“Service Level Exclusions”):

   1. correcting any errors not reproducible by or caused by Chef or Hosted Services, or with respect to any modification of the Hosted Services not made or provided by us.
   2. your failure to follow instructions, corrective measures, or procedures provided by Chef including to implement any updates.
   3. our suspension or termination of the Hosted Services in accordance with the Chef EULA.
   4. factors outside of Chef’s reasonable control including failure, unavailability, or degraded performance of your or a third party’s infrastructure, equipment, software, or other technology.
   5. your use of the Hosted Services in any manner that is inconsistent with the Documentation or breaches the Chef EULA or applicable Order.
   6. acts or omissions of you including your employees, agents, contractors, or representatives.
   7. Scheduled Maintenance and Emergency Maintenance as described in Section 1.