- Context
- What type of support are we able to get from Hashicorp under the existing contract?
- How can we contact Hashicorp for Support?
- Who are our contact persons at Hashicorp?
- Who are our designated Technical Contacts who can log a ticket and reach Hashicorp for support?
- What is the service availability for HashiCorp Cloud services?
- Hashicorp Services Status
- Other References
Context
This document contains some information about our agreed Service Level Agreement with Hashicrop for the following Hashicorp products:
Terraform Cloud
Hashicorp Vault
What type of support are we able to get from Hashicorp under the existing contract?
Enterprise Support
SILVER | ||
|---|---|---|
Hours of availability | 9-5, Monday - Friday US LOCAL TIME EUROPEAN CENTRAL TIME AUSTRALIA EASTERN TIME | |
SEVERITY 1 Urgent | FIRST RESPONSE UPDATE FREQUENCY | 4 business hours 8 business hours |
SEVERITY 2 High | FIRST RESPONSE UPDATE FREQUENCY | 8 business hours 2 business days |
SEVERITY 3 Normal | FIRST RESPONSE UPDATE FREQUENCY | 24 business hours 5 business days |
SEVERITY 4 Low | FIRST RESPONSE UPDATE FREQUENCY | 24 business hours Reasonable best effort |
Technical contacts allowed | See below | |
Support Plan Details
Severity Definitions
The following definitions of Severity should be used when opening tickets.
SEVERITY 1 (URGENT)
Any error reported by the customer where the majority of users for a particular part of the software are affected, the error has high visibility, there is no workaround, and it affects customer’s ability to perform its business.
SEVERITY 2 (HIGH)
Any error reported by the customer where the majority of users for a particular part of the software are affected, the error has high visibility, a workaround is available; however, performance may be degraded or functions limited and it is affecting revenue.
SEVERITY 3 (NORMAL)
Any error reported by the customer where the majority of users for a particular part of the software are affected, the error has high visibility, a workaround is available; however, performance may be degraded or functions limited and it is NOT affecting revenue.
SEVERITY 4 (LOW)
Any error reported by the customer where a single user is severely affected or completely inoperable or a small percentage of users are moderately affected or partially inoperable and the error has limited business impact.
How can we contact Hashicorp for Support?
Mode | Details | Others |
|---|---|---|
Ticketing Portal | Technical Contacts (max of 3)
| |
Contact Support Hotline (if any) |
Who are our contact persons at Hashicorp?
Contact Persons | |
|---|---|
William Yang | |
Michael Mah | |
Sachin Swaminathan |
Who are our designated Technical Contacts who can log a ticket and reach Hashicorp for support?
Name | Email Address |
|---|---|
What is the service availability for HashiCorp Cloud services?
HashiCorp will use commercially reasonable efforts to maximize the availability of HashiCorp Cloud services, and provides uptime guarantees as detailed below. This Service Level Agreement (“SLA”) applies only to HashiCorp Cloud services at the Enterprise tier or above and does not apply to any other product offered by HashiCorp.
If we do not achieve and maintain the Quarterly Uptime Percentages set forth in the table below, then you may be eligible for the following Service Credit(s).
Quarterly Uptime Percentage | Service Credit |
|---|---|
< 99.9% but >= 99.5% | 10% |
< 99.5% but >= 99% | 20% |
< 99% | 30% |
Hashicorp Services Status
See https://status.hashicorp.com/#:~:text=No%20incidents%20reported%20today.
Other References
HashiCorp Cloud SLA
Last updated: July 2021
Source: https://cloud.hashicorp.com/sla