8. Support Level Agreement. Talend is committed to offering Support Services to its customers based on the response time guidelines indicated in the Response Time Table below. Response time depends on the support level (as further described below, “Silver”, “Gold”, “Platinum” or “Mission Critical”, collectively, as applicable, the “Support Level”) that Customer has purchased. Talend addresses problem resolutions through a number of mechanisms, including defining workarounds, developing Patches, updating the Cloud Service, or through an upcoming GA Talend Software or Cloud Service Client release based on issue severity and priority. If a defect is identified in GA Talend Software, Cloud Service Client, or Cloud Service, it will be logged by a Talend Technical Support representative, who will then coordinate with the maintenance team to address the issue. Scheduling of the defect resolution will be based on severity and priority. At Talend’s discretion, a Patch may be delivered, in cases of high severity or significant impact to multiple customers, where a workaround is not available.
If at any time, Customer feels it is not receiving a level of service that meets Customer’s expectations, Customer may request Talend to escalate Customer’s case or for Customer to be contacted by Talend