Rancher Labs Support Services are only for licensed users of a Rancher Labs products. Support for Rancher Labs products is offered at Standard and Platinum tiers. Company purchases support through the Rancher Labs sales department. The sales representative will provision the Company in the Rancher Labs Support Portal system, which will enable them to obtain Technical Support at the appropriate level of service.
A case means a discrete technical or non-technical issue that is submitted by Company to Rancher Labs that requires a response as specified below in this document. A case exists in the Rancher Labs Support Portal and includes all the communication associated with the issue.
Rancher Labs provides a full featured, web-based case management system that has numerous features and capabilities. The support portal is available to Company of any support tier 24×7 and is the primary method for case submission. The support portal allows Company to enter cases, add information to existing cases, receive information and updates about cases, close cases, and list their currently open and closed cases.
The Rancher Labs SLA is defined in terms of initial response time after a Company has filed a case. Rancher Labs has defined 4 severity levels and their response time per plan for cases that are included in the table below. Company provides an initial severity level associated with a case. The Rancher Labs Support Manager will determine if the case was correctly classified and may increase or decrease the severity.
Products covered by SLAs are those validated and certified per the compatibility matrix and published maintenance lifecycles found at rancher.com/support-maintenance-terms. The following is the matrix of supported HostOS (for hosting Rancher, Rancher system containers, and user containers), Kubernetes, and Docker.
Customizations are defined to include any changes to the original source code, including but not limited to changes to the User Interface, the addition or modification of adapters such as for authentication, VM or server provisioning, deploying the software (e.g., the management server) on operating system or Docker versions that are not certified by Rancher Labs, and altering the scripts and byte code included with the product. Customizations to this software may have unintended consequences and cause issues that are not present with the original, unmodified software. As a result, it is Rancher Labs policy that any bugs, defects or other issues that are present in areas of the product that the Company has altered must be reproduced by the Company on an unmodified system prior to the submission of a support case or bug report. Additionally, the Company is required to state all customizations present on the system when submitting a support case.
The Rancher Labs Support Manager is available to discuss cases that have gone unresolved for an amount of time deemed unsatisfactory by the Company. We hope you are satisfied with the support you have contracted for and that your organization’s needs are addressed promptly. However, Rancher Labs recognizes that there may be times when additional attention or assistance is required. Upon request, the Support Manager will provide the Company with contact information for the Vice President of Engineering or the Vice President of Sales to discuss issues that the support team has been unable to resolve for some time or that were resolved in an unsatisfactory manner.
In the event Company terminates or elects not to renew Support Services for any Licensed Software Product licensed by Company, Company may continue to use such Licensed Software Product pursuant to this Agreement but will have no further right to Support Services for such Licensed Software Product.
In the event that Company does not renew the Support Services term and the Support Services lapse, Company may reinstate the Support Services at the then-current annual rate by providing written notice to Rancher Labs and paying a reinstatement fee equal to the then-current equivalent daily Support Services rate multiplied by the number of days between the date of expiration of the previous Support Services term and the date of renewal of the Support Services.
In the fulfillment of Rancher Labs Support Services obligations, Rancher Labs may require actual or remote access to the Licensed Software Product and/or the systems on which the Licensed Software operates. With Rancher Labs’ assistance, Company agrees to provide any such access and other assistance reasonably requested by Rancher Labs. Company agrees that providing such access and assistance is a condition to Rancher Labs’ obligation to provide Support Services under this Agreement.