SolarWinds Commercial Premium Support Addendum

This Addendum (“Addendum”) complements the SolarWinds Support and Maintenance Terms (“Support Terms”) applicable to SolarWinds software licensed under the SolarWinds End User License Agreement (“EULA”; together the Support Terms and the EULA are the “Agreement”) accepted by and between you, either an individual or an entity, and your Affiliates (“You”) and SolarWinds Worldwide, LLC (“SolarWinds”) to coincide with your current SolarWinds support term as identified in your Order Form (“Effective Date”).

All capitalized terms will have the meaning given to such terms in the Agreement unless a different meaning is provided in this Addendum. In addition to the Support Agreement, the parties agree that the following terms shall apply to Your purchase of Commercial Premium Support. If there is a conflict between this Addendum and the Agreement, the Addendum shall control.

Upon receipt, processing, and invoicing of an order for Commercial Premium Support and subject to the terms of this Addendum and the Agreement, SolarWinds will provide You during the Commercial Premium Support Term (defined below) with the additional support for the applicable Software licenses based on the level of Commercial Premium Support to which You have enrolled (“Commercial Premium Support”).

Commercial Premium Support is only available for Your SolarWinds Software licenses under active maintenance and support. Commercial Premium Support is tied to one SolarWinds account number. You must have Commercial Premium Support for each account to which Commercial Premium Support will apply.

Priority Designation Categories

SolarWinds defines support cases subject to the following priority designation codes:

• P1 is defined as System Down/Critical– Customer’s production use of SolarWinds Software is stopped or so severely impacted that no User can reasonably continue to use or access the software. Critical requests have one or more of the following characteristics: a) data corruption b) SolarWinds Software hangs causing unacceptable delays or c) the SolarWinds Software is inaccessible to all Users.
• P2 is defined as High – Customer experiences a disruptive loss of use of the SolarWinds Software. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
• P3 is defined as Medium – Customer experiences moderate to minor loss of use of the SolarWinds Software or a feature/operation generated a result that was not expected. The impact is isolated and an inconvenience, however, use and access to SolarWinds Software can continue.
• P4 is defined as Low – Customer requests information, an enhancement, or documentation clarification regarding SolarWinds software but there is no impact on the use or access of SolarWinds Software.

On-Demand Access

Based on the level of Commercial Premium Support to which You have enrolled, if You have On-Demand Access to specialized Support Engineers, You may make the request for the specialized resource when creating the service request either through a case comment or by calling our support phone line and requesting the specialized Support Engineer to work on Your service request based on your Commercial Premium Support plan.

If You are eligible for On-Demand access but the caller does not make such a request or waives use of the specialized Support Engineer, the request will not be routed to a specialized resource.

Joint Technical Review

Joint Technical Review (“JTR”) is a customer-requested service (eligibility is based on the level of Commercial Premium Support that You have) where You and Your designated SolarWinds Customer Success Manager (CSM) or Customer Success Engineer (CSE) perform a review of Your SolarWinds environment to detect inefficiencies and optimization opportunities.

To request a JTR, you will need to request it through your designated SolarWinds CSM or CSE. After the CSE has completed analyzing the customer’s environment and diagnostics, a JTR session will be scheduled to share the findings in an expert-driven health check. Remediation assistance will only be provided in Premium Support Level 2 and 3.

The number of JTRs differs based on the Commercial Premium Support level as indicated in the table below:

Customers who desire regular JTRs should consider upgrading to the next Commercial Premium Support level. All JTRs need to be used within the current Commercial Premium Support one (1) year enrollment period.

On-Demand Proactive Maintenance Window

On-Demand Proactive Maintenance Window is a proactive service in which SolarWinds assigns CSE to plan your SolarWinds environment upgrade. The CSE will stay online for up to one (1) hour during a customer’s maintenance window to assist with any issue that the customer may experience.

Customers with a Commercial Premium Support Plan with on-demand proactive maintenance window coverage and requiring maintenance window coverage must request the service through a support case at least ten (10) business days before each scheduled maintenance activity.

Upon request, SolarWinds will provide the contact information of the assigned CSE for the maintenance window coverage who will work alongside the customer’s technical contact, for up to one (1) hour (as noted above) during the maintenance window.

Customers requiring more than one (1) hour of on-demand proactive maintenance window should consider purchasing commercial deployment services separately. Customers who require more maintenance window coverage and update assistance should consider upgrading to the next Commercial Premium Support level.

After the upgrade is completed, the CSE will provide a post-upgrade health check to validate that the upgrade process is complete without issues.

The number of On-Demand Proactive Maintenance Window sessions differ based on the Commercial Premium Support level as indicated in the table below:

The available number of times On-Demand Proactive Maintenance Window sessions must be used within the current Commercial Premium Support enrollment period of one (1) year, and do not carry over.

Note: Business Hours of North America and EMEA (as stated below) will be adjusted during Daylight Savings.

• Business Hours

• After Business Hours

Additional Language Support

Support in the English language is available to all customers on all levels of support programs by default. Additional language support is available in the following languages for Commercial Premium Support levels 2 and 3:

• Japanese
• Mandarin
• Korean
• Portuguese
• Spanish

Commercial Premium Support Service Hours are as follows:

Product Insights

Product Insights with a CSE is available to customers enrolled in Commercial Premium Support Levels 2 and 3. The CSM assigned to Your account will work with You as follows:

• Share information on SolarWinds product's latest releases
• Inform how SolarWinds product features align with customer's business objectives
• Educate customers on industry best practices
  

Incident Review

Incident review of the support cases is available to customers enrolled in Commercial Premium Support levels 2 and 3. The CSE assigned to Your account will provide the following:

• Status updates of all outstanding issues depending on the severity of issues as per the cadence set forth in the table below:

• Perform a quarterly review of the support cases.

Bug Scrub

Bug scrub is a proactive service offered by SolarWinds, which works to identify and address issues before they impact the customer’s application’s performance or security and is available to customers enrolled in Commercial Premium Support levels 2 and 3.

The CSE assigned reviews the following with the customer:

• Security vulnerabilities
• Common Vulnerabilities and Exposures (CVEs)
• Bugs
• Release notes for the specific software release.

Based on the SolarWinds product features used in the customer’s environment, the CSE works to identify concerns that may impact the Software in use and compiles a report of potential bugs that could affect the use of the Software.

SolarWinds Certified Professionals^® (“SCP”) Voucher Allowance

SolarWinds Certified Professionals^® is a certification program built on the foundation of a global network of thousands of SolarWinds Certified Professionals and focuses on enabling the effective use of SolarWinds’ products.

• Customers enrolled in Commercial Premium Support Levels 1, 2 and 3 are entitled to SCP vouchers.
• Each SCP voucher provides for one (1) SCP examination only.
• The SCP voucher can only be used once and is non-refundable and non-transferable after registration.
• The number of SCP vouchers will differ based on the Commercial Premium Support level as indicated in the table below:

The SCP vouchers are only valid during the current one (1) year active period of Commercial Premium Support, and do not carry over. The customer will request for the SCP vouchers by registering on the SCP exam registration form and selecting “Are you a SolarWinds Premium Customer?” checkbox. The customer will receive an email from the certification team with instructions for creating an account and registering with the testing service provider.

Office Hours

“Office Hours” with a Technical Academy specialist are provided for all SolarWinds customers under active maintenance, which is provided as an open forum, available at times posted on the customer portal. Customers enrolled in Commercial Premium Support Levels 2 and 3 are entitled to a private “office hours” session with a Technical Academy specialist. Those customers can request a private office hours session through their CSM. For private office hour sessions, the customer will provide the list of questions or features through their CSM at least fourteen (14) business days before the start of the session.

• The number of private “Office Hours” product training hours available will differ based on the Commercial Premium Support level as indicated in the table below:

The ability to request a private office hours session will be valid for one (1) year during the active period of the Commercial Premium Support and do not carry over.

Premium Support is available at four different levels to meet a wide variety of customer needs. The details of each service level are shown in Table 1. The level of Premium Support is reflected in Your Order Form. “advanced support” includes the SolarWinds observability self-hosted - enterprise scale and service desk - Premier Tier. It is not sold separately. You may elect to increase your support level during a support term, and SolarWinds (or your reseller) will prorate the fees from the effective date of such increase through the end of Your current support term. You may elect to decrease your Commercial Premium Support, but no refund or adjustment will be provided.

All levels include access to:

• Training and certification options: Virtual Classes and eLearning • SolarWinds Academy Classes • SolarWinds Certified Professional Classes (some classes are subject to additional fees); and
• Self-help services: Access to Customer Success Center • Knowledge Base articles • Best practice content • Global search • Digital Health Checks.

• Term. Premium Support starts: (a) on the day SolarWinds invoices You for Commercial Premium Support, or (b) if You are purchasing Commercial Premium Support through a reseller, the day SolarWinds notifies You in writing (including electronic communications) that Your order for Commercial Premium Support has been processed, and ends on the date the Commercial Premium Support expires unless sooner expired or terminated in accordance with this section (“Commercial Premium Support Term”).
• Expiration. Commercial Premium Support will automatically expire without notice if You fail to maintain active maintenance and support for all applicable SolarWinds software licenses receiving Commercial Premium Support or after the Commercial Premium Support Term ends and is not renewed. For clarity, SolarWinds will continue to provide Commercial Premium Support to applicable licenses that remain under active maintenance and support during the Commercial Premium Support Term.
• Termination. SolarWinds may terminate this Addendum upon fifteen (15) days prior written notice for any material default or breach of this Addendum or the Agreement, unless You have cured such failure or default within such period, or immediately if SolarWinds terminates the Agreement for Your breach. However, there will be no cure period for a breach of the license restrictions contained in the EULA or if You misappropriate or infringe SolarWinds’ intellectual property rights.

For Commercial Premium Support, SolarWinds is not obligated to:

a) Provide any support other than what is offered under the Support Agreement and this Addendum.

b) Perform Commercial Premium Support if You fail to pay all fees when due or fail to perform Your obligations under this Addendum; or

c) Perform (i.e., take control of Your environment) onboarding on Your behalf.

d) You acknowledge that Commercial Premium Support does not include:

• developing custom scripts, templates, or queries.
• analyzing or troubleshooting performance issues resulting from or related to third party products, such as SQL or OS performance issues.
• SolarWinds will not go on-site to perform any support offered under this Addendum.

Further, SolarWinds will not take control of Your environment to perform full installations, configurations, migrations, or upgrades.