Service Level Agreement

December 2, 2014 (view archived version)

Enterprise Chef is available to you both behind your own firewall and also hosted by Chef (“Hosting Service”). Our commitment to your success is the same, no matter which platform you choose.

1. Hosting Service for Enterprise Chef

   1. Availability

      The Hosting Service will be available to you 99.9% of the time in a given billing cycle. If we fail to meet this level, you will be eligible to receive a credit to your account. Credit will be granted according to Table 1. In order to receive any of the Service Credits referred to above, you must notify Chef in writing within thirty days from the date of the billing notification for the month in question. Failure to comply with this requirement will forfeit your right to receive a Service Credit.

      Monthly System Availability	Monthly Service Credit Provided
      < 99.1% – 99.9%	10%
      < 99.0% – 95.1%	15%
      < 95%	50%
      Table 1, Chef Service Credits(not to exceed 50% of monthly amount owed to Chef)

   2. Unavailability

      Chef considers the Hosting Service available when all the API calls required to successfully complete a Chef Client run are available, as reasonably determined by Chef. In the event of any customer support issue, if analysis determines that Chef is the cause of a customer’s issue it will be counted against our Service Level Objective of 99.9% monthly system availability. For avoidance of doubt, any “Incident” will not count against our Service Level Objective. “Incident” means, generally, assistance from Chef for help beyond basic understanding of Chef products, services or features and functionality. An “Incident” is; (i) detailed analysis of customer written Chef code; (ii) debugging non-Chef libraries, gems, etc.; (iii) issues caused by Customer’s Unauthorized Use. For purposes of illustration only, the following are examples of services and support that would not constitute an Incident: (i) Software bugs; (ii) issues with data/fields; (iii) feature requests; (iv) basic Chef assistance seeking to understand Chef products, services or features and functionality.

2. Enterprise Chef – Support and Maintenance

   Chef provides a team of dedicated professionals to ensure that you, the customer, are successful at learning and leveraging the considerable power of Enterprise Chef. Enterprise Chef support is available through a three-tier support offering that is available as follows:

   1. Premium Support

      Included:	N/A
      Available:	Enterprise Chef, Open Source Chef

      Premium support is available as an upgrade to any Enterprise Chef or Open Source Chef customer. Premium support provides the highest level of support from Chef. The following table shows the different Severity SLA’s.

      Severity	Response Time	Submission Method
      1	30 minutes 24x7x365	Web-based ticketing system
      2	1 Hour 6-6 PT M-F	Web-based ticketing system
      3	3 Hours 6-6 PT M-F	Web-based ticketing system or email*
      4	No SLA	Web-based ticketing system or email*

      *All tickets submitted by email will be classified as Severity 3 by default. Severity 4 issues are product feature requests and will be tracked in order to provide updates to customers but do not have a response SLA associated with them.

   2. Standard Support

      Included:	Enterprise Chef
      Available:	Free License Users (Enterprise Chef, fewer than 5 Nodes), Open Source Chef

      Standard support is included for customers who purchase Enterprise Chef, and is available as an upgrade to any customer evaluating Enterprise Chef free of charge (i.e., fewer than 5 Nodes) and to Open Source Chef customers. Standard support provides you with guaranteed and competitive SLA’s. The following table shows the different Severity SLA’s.

      Severity	Response Time	Submission Method
      1	1 Hour 6-6 PT M-F	Web-based ticketing system
      2	3 Hours 6-6 PT M-F	Web-based ticketing system
      3	24 Hours 6-6 PT M-F	Web-based ticketing system or email*
      4	No SLA	Web-based ticketing system or email*

      *All tickets submitted by email will be classified as Severity 3 by default. Severity 4 issues are product feature requests and will be tracked in order to provide updates to customers but do not have a response SLA associated with them.

   3. Free Support

      Chef will continue to offer free support to all Chef users. Users who have not purchased or do not otherwise qualify for Standard or Premium Support may still submit tickets via email or the web-based support ticketing system. All such tickets will be categorized without an SLA, and no guarantee regarding response time. Chef will work hard to respond to all customers submitting tickets without a support agreement in the order in which they were submitted. Chef will continue to support the thriving Chef community with support representatives actively participating in the mailing list, community forum and IRC.

3. Notification/Contacts

   Status updates pertaining to features, issues, maintenance, and service availability/functionality are provided on http://status.chef.io and Twitter(@opscode_status).

   Email Address	support@chef.io
   Web Access	https://www.chef.io/support
   Service Hours of Operation	6am – 6pm PST, Monday – Friday, excluding holidays

4. Definitions

   1. Severity: Severity of issues can be perceived differently by each individual. Chef seeks to standardize what is considered when defining a severity.

      1. Severity 1: Core Chef API service functionality is unavailable or widespread client failure.
      2. Severity 2: Core Chef API service functionality is available however other services are limited or inaccessible.
      3. Severity 3: Core Chef API service functionality is available minor degradation in service.

   2. Core Chef API Service: means the API end points required for a chef-client run to complete. Some examples include:

      • /clients
      • /clients/NAME
      • /cookbooks/NAME/VERSION
      • /data
      • /data/NAME/ITEM
      • /data/NAME
      • /environments
      • /environments/NAME
      • /environments/NAME/cookbooks/NAME
      • /environments/NAME/cookbook_versions
      • /environments/NAME/cookbooks
      • /environments/NAME/nodes
      • /environments/NAME/recipes
      • /environments/NAME/roles/NAME
      • /nodes
      • /nodes/NAME
      • /roles
      • /roles/NAME
      • /roles/NAME/environments
      • /roles/NAME/environments/NAME
      • /sandboxes
      • /sandboxes/ID
      • /search
      • /search/INDEX
      • /user

   3. Other Services: means all other services that are not Core API Services, such as, for example, access to and use of the community site, cookbook downloads, and user account management.