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Sumo Logic

Sumo Logic Support Terms and Conditions

SUPPORT AND MAINTENANCE SERVICES ADDENDUM

Effective as of September 16, 2019

This Support and Maintenance Services Addendum (“Support Addendum”) amends the terms and forms part of the Sumo Logic Terms of Use, Master Service Agreement, or other applicable agreement governing access to the Services (collectively, the “Master Agreement”) entered into between Sumo Logic, Inc. (“Sumo Logic”) and Customer. 

1. DEFINITIONS.

Capitalized terms not defined in this Support Addendum have the same meaning as in the Master Agreement.

  • Business Days” are Monday to Friday during Business Hours, excluding Sumo Logic company holidays.
  • Business Hours” are Pacific Time (PT): 6am –  6pm; Greenwich Mean Time (GMT): 8am – 5pm; and Australian Eastern Time (AEST): 8am – 5pm.
  • Certified Support Contact” means an individual designated as the Customer contact person who will be: (a) a point of contact responsible for all communications with Sumo Logic regarding Support, including Error submission and resolution; (b) a certified support contact should possess level 1 Fundamentals Certification and level 2 Search Mastery Certification (or their then equivalent Sumo Logic certifications); (c) have the necessary expertise and administrative access to help diagnose and resolve Errors with the direction of Sumo Logic Support; and (d) authorized by Customer to request and receive Support for the Services on behalf of Customer.
  • E-mail support” means the ability provided Customer to make requests for technical support assistance by e-mail at any time concerning the use of the then current release of a Product. Any requests submitted by email will receive a default priority of P3 - Normal.
  • Error” means a reproducible issue or problem affecting the functionality of the Services for Customer.
  • First Level Support” means any support relating to calls or questions from Customer’s customers, users, or general resolution of user errors, network errors, provisioning errors, or Internet delays or malfunctions.
  •  “Initial Response Time” means the targeted time period within which Sumo Logic will use commercially reasonable efforts to acknowledge receipt of an Error reported by Customer.
  •  “Online Support” means information available through Sumo Logic’s website (https://support.sumologic.com), including frequently asked questions, and error reporting.
  •  “Open Source Software” means any software that is licensed under any open source, freeware, shareware, or similar licensing or distribution models.
  • Services” means the internet-based services specified on the applicable Order Form(s).
  •  “Sumo Logic Technology” means the Services and any software applications provided by Sumo Logic to Customer.
  •  “Support” means the support services to be provided by Sumo Logic to the Customer in accordance with the Support Level selected by Customer for the Subscription Term.
  •  “Support Level” means the level of Support (Professional Support, Enterprise Support or Premium Support) that has been selected by the Customer on the Order Form.
  • Workaround” means a change in the procedures followed or data supplied by Customer to avoid an Error without substantially impairing Customer’s use of the Service.

2. ERROR PRIORITY DEFINITIONS.  

Upon receipt of an Error report from a Certified Support Contact, Sumo Logic will: (i) work with Customer to set a priority level; (ii) analyze the Error and verify the existence of the problem; and (iii) provide Customer direction and assistance in resolving a confirmed Error.  Priority levels may initially be set by Customer.  Sumo Logic may reclassify priority levels based on the current impact on the Sumo Logic Technology.  Response and remediation of any reported Errors is dependent upon Customer’s timely cooperation as well as accuracy and completeness of information provided regarding the Error.  In order to validate and address Errors, Sumo Logic also depends upon Customer following guidance on problem determination, analysis and remediation. 

  • Priority 1 – Urgent (“P1”) means an Error that is: (a) preventing all users from accessing the Services; (b) no procedural workarounds exist; (c) and one of the following is true:
    • Services are completely down and unavailable (excluding a scheduled downtime).
    • All data ingest to the Customer has stopped.
    • The ability to search is unavailable, where all search queries performed by users result in an error and/or no data is returned for any queries.  
  • Priority 2 – High (“P2”) means an Error that (a) is impacting a majority of Customer’s users; (b) users are able to perform their job responsibilities in a limited capacity but no reasonable workaround exists; and (c) one of the following is true:
    • Data ingest is significantly delayed or has stopped for a portion of data. 
    • Search is operational but there is a significant performance degradation or exceptions are seen across a large number of searches.
    • Errors that result in the inability to register (or otherwise set up) any new Collectors.
  • Priority 3 – Normal (“P3”) means an Error that (a) is impacting a minority of Customer users; (b) users are able to perform their job responsibilities with minimal impact and short-term workarounds are available; and (c) one of the following is true:
    • Service is up but a critical documented feature is marginally impacted. 
    • Search is operational but there is a minor performance degradation; some specific search queries result in exceptions.
    • Errors that result in the inability to update configurations to existing Collectors or Sources.
    •  Collector is registering as down but is actually collecting and sending data.
  • Priority 4 – Low (“P4”) means an Error that is (a) anything else; (b) any general product or how-to questions, such as query writing or account configuration questions; (c) scheduled downtime questions; or (d) issues in help and/or support documentation.

3. SUPPORT COVERAGE AND RESPONSE TIME TARGETS.

3.1 SUPPORT COVERAGE. Support consists of (a) response to Error reports provided to a Certified Support Contact concerning the use of the Sumo Logic Technology; (b) E-mail Support; (c) Online Support; and (d) Sumo Logic Technology updates that Sumo Logic in its discretion makes generally available to its Support customers without additional charge.  All Support will be provided in the English language.  Each Support Level permits up to 5 Certified Support Contacts.

Permitted number of Certified Support Contacts: 5.        

3.2 SUPPORT HOURS.

 

Priority

Professional

Enterprise

Premium

P1

Business Hours

24x7

24x7

P2

Business Hours

Business Hours

24x7

P3

Business Hours

Business Hours

Business Hours

P4

Business Hours

Business Hours

Business Hours

 

3.3 RESPONSE TIME TARGETS.

Sumo Logic shall exercise commercially reasonable efforts to provide the Initial Response Time to Errors reported by Customers in accordance with the priority level. 

 

Priority

Professional

Enterprise

Premium

P1

1 Hour

1 Hour

0.5 Hour

P2

4 Hours

4 Hours

2 Hours

P3

1 Day

1 Day

6 Hours

P4

2 Days

2 Days

1 Day

 

3.4 CUSTOMER OBLIGATIONS. 

Error reports will, if applicable, include the following: (a) Customer’s identification number, if a case has already been created; (b) a reproducible test case with instructions that allow Sumo Logic to reproduce the Error; (c) the exact wording (or screenshots) of related error messages; (d) a description of the Error and expected results; and (e) any additional or unique circumstances surrounding the discovery of the Error.  Customer is solely responsible for determining which information it decides to share with Sumo Logic for the identification and remediation of any Errors.  To aid in identified and remediation, if applicable, Customer will collaborate with Sumo Logic to address the reported Error.

Sumo Logic may share such information regarding Errors and remediations with its contractors, vendors and partners to support Sumo Logic’s provision of the Support.

3.5 TERM. 


This Support Addendum will be effective for the Subscription Period provided on the applicable Order Form for Support.  Notwithstanding anything to the contrary, this Support Addendum will terminate upon expiration or termination of the Master Agreement.  During the initial Subscription Term (and any elected renewals) for Support, Customer will purchase and maintain the Support Level for all its users.  For clarity, Customer may not elect to purchase (or renew) Support for just a portion of its Services or of its users. 

4. PREMIUM SUPPORT TECHNICAL ACCOUNT MANAGER (“TAM”).

As part of the Premium Support plan, Customer Certified Support Contacts have access to a named TAM during the TAM’s standard Business Hours in the TAM’s local time zone. Customer and TAM will make reasonable efforts to find mutually agreeable times for meetings and assistance. TAMs are not dedicated to a single Customer.  For clarity, the Initial Response Time does not apply to TAM correspondence.

TAMs participate in a variety of Customer success activities in collaboration with Customer over the Subscription Term that are on a use-it-or-lose-it basis that do not accumulate if not used, and are as follows:

  • Recurring Status Calls - TAM may participate in up to 2 recurring status calls per month to review account status, open issues and guidance.
  • Customer Success Plan - Parties may work together to create a Customer Success Plan (defining actions, owners and target dates in order to optimize Customer’s Sumo Logic environment and achieve maximum value) that Customer can choose to leverage for their internal use and implementation.
  • Onsite Training – TAM may deliver 1 day of onsite or online training per subscription year, as reasonably agreed upon between Sumo Logic and Customer, where additional Fees may be required and will be agreed upon in advance.  Training follows a standard agenda but TAM may work with Customer to tailor the agenda to the applicable audience.
  • Data Ingest Strategy - Parties may work together to establish a data ingest strategy defining data sources, collection options, and meta data design.
  •  Technical Health Check - TAM may review Customer’s account usage and provide feedback on optimization opportunities, feature usage, adoption and best practices.
  • Lunch and Learn Sessions - TAM may deliver an abbreviated virtual product overview training to Customer’s users followed by a question & answer session. Training agenda may be customized if mutually agreed by the parties. This is not to exceed one Lunch and Learn Session per quarter.
  • Product Feedback Loop - TAM may work with Customer to gather product requests/feedback and present them to Sumo Logic product management, where Customer acknowledges that Sumo Logic determines the product roadmap.
  • Onsite Visits - TAM may visit Customer on-site for business review, strategic planning sessions and other activities mutually agreed by the parties in writing, where additional Fees may be required and will be agreed upon in advance. Not to exceed 1 business day per visit and 2 visits per year.  Additional onsite time is available at the then-current consulting rates.
  • Data Onboarding - TAM may assist Customer with basic set-up such as adding additional data sources via standard documented collection methods. TAM may also create an example content (dashboard or scheduled search) to demonstrate the value of the data source.

5. EXCLUSIONS

a. Support does not include:

  • Support for users other than Certified Support Contacts
  • Support for instances of Services without a valid support agreement
  • Training Services, unless expressly identified in this Support Addendum (separately available through Order Forms)
  • Support for 3rd party add-ons
  • End of life offerings
  • Betas (public or private Betas)
  • Open Source Software
  • Feature requests, or additional commitments from the product or development teams
  • Remote administration

b.     Further, Sumo Logic shall have no obligation to Support with respect to or in the case of: (i) altered or damaged Software; (ii) problems with the Sumo Logic Technology caused by Customer’s negligence, abuse or misapplication, or unauthorized use of Sumo Logic Technology other than as specified in the Sumo Logic’s documentation or other causes beyond the control of Sumo Logic; or (c) use of the Services that is not in compliance with the Master Agreement.

c.     If Sumo Logic believes that a problem reported by Customer may not be due to an Error in the Sumo Logic Technology, Sumo Logic will so notify Customer. At that time, Customer may (1) instruct Sumo Logic to proceed with problem determination at its possible expense as set forth below, or (2) instruct Sumo Logic that Customer does not wish the problem pursued at its possible expense. If Customer requests that Sumo Logic proceed with problem determination at its possible expense and Sumo Logic determines that the error was not due to an Error, Customer shall pay Sumo Logic, at Sumo Logic’s then-current consulting rates, for all work performed in connection with such determination, plus reasonable related expenses incurred therewith.

If Customer instructs Sumo Logic that it does not wish the problem pursued at its possible expense or if such determination requires effort in excess of Customer’s instructions, Sumo Logic may, at its sole discretion, elect not to investigate the Error with no liability therefor.

For clarity, Sumo Logic may offer Training Services to help resolve issues that fall outside the scope of Support.  Any engagement of Training Services will be provided under a separate agreement, and will be subject to the Master Agreement.

d.     Sumo Logic shall have no liability for any changes in Customer’s hardware or software systems that may be necessary to use the Sumo Logic Technology due to a Workaround or maintenance.

6. REVISED TERMS AND CONDITIONS.

Sumo Logic may revise this Support Addendum at any time and will notify Customer of any such revision.  Notification may occur via email and/or be posted on the Customer account.  If Customer does not accept said revisions, then Customer must notify Sumo Logic in writing within 30 days of the date of Sumo Logic’s notification of the proposed changes.  If Customers does notify Sumo Logic, then the Support will continue to be governed by the last Support Addendum that Customer accepted until the end of Customer’s then current Subscription Term, and at the end of such Subscription Term, the Support will be governed by the new Support Addendum.  If Customer does not so notify Sumo Logic, or if Customer places new orders for, or renews Support or continues to pay Support Fees (if applicable), Customer will be deemed to have accepted such revisions for Support and the new Support Addendum. Notwithstanding anything to the contrary, in the event Sumo Logic revises this Support Addendum, Customer will not be entitled to any additional benefits or services offered thereunder absent the payment to Sumo Logic or resellers of the appropriate Fee related to said revision, if any.

7. MISCELLANEOUS. 

Notwithstanding anything to the contrary, scheduled downtime shall not be deemed an Error. The terms of this Support Addendum will control to the extent there is any conflict between terms of this Support Addendum and the terms of the Master Agreement. Except as specifically amended and modified by this Support Addendum, the terms and provisions of the Master Agreement remain unchanged and in full force and effect.  Except as otherwise expressly provided herein, no supplement, modification or amendment of this Support Addendum will be binding, unless executed in writing by a duly authorized representative of each party to this Support Addendum.  You acknowledge and agree that Sumo logic may add to or change the terms of this Support Agreement or the Support Benefits Terms from time to time, provided that Sumo Logic will provide at least 30 days’ notice of the additions or changes before the additions or changes are effective as to Customer.