CIQ Support and Maintenance Service Level Terms and Conditions 

  1. If Ctrl IQ, Inc., a Delaware corporation (“CIQ”) and the Customer have entered into a separate written agreement ("MSA") or if Customer is bound by the CIQ EULA available at (“EULA”) and the MSA or EULA, as applicable, incorporate these CIQ Support and Maintenance Service Level Terms & Conditions ("Support Terms"), then these Support Terms govern the delivery of Support Services provided by CIQ to Customer. 
  2. Any capitalized terms used but not defined in these Support Terms shall have the meanings set forth in the MSA or EULA, as applicable. The terms and conditions of the applicable MSA or EULA  shall prevail over any conflicting terms or conditions in these Support Terms. 
  3. Definitions:
    • A. "Maintenance Services" refers to bug fixes to correct issues affecting the functionality, reliability, stability, availability or security of Supported Products.
    • B. "Standard Business Hours" means the following:
      • 1. For CIQ products: 8:00 AM until 6:00 PM (0800-1800) on Business Days in local time unless otherwise noted in customer’s Master Service Agreement (MSA). A “Business Day” means Monday to Friday, except for days on which U.S. banks are officially closed.
    • C. "Supported Products" means the Products identified as Supported Products on an Order Form and Rocky Enterprise Linux or mutually agreed upon instances of other Linux distributions.
    • D. “Support Services" are defined as CIQ's response to Customer requests for diagnosis and resolution of issues with Supported Products, and to Customer questions regarding Supported Products features. Support services encompass assistance, issue resolution, and guidance provided to users of Rocky Linux, Apptainer, Warewulf, CIQ SaaS or On-Prem products, and Ascender. Our support team is dedicated to helping customers effectively utilize and troubleshoot these products, ensuring optimal performance and addressing any challenges encountered during deployment and operation. CIQ's obligations to provide the Support Services, as set forth in these Support Terms, depend on the applicable Support Level (e.g., Standard or Premium) specified on the Customer’s Order Form.
    • E. "Professional Services" is defined as any work involving tailored consulting, implementation, and customization services for Supported Products including Rocky Linux, Apptainer, Warewulf, Fuzzball, and Ascender. Professional Services goes beyond support, providing a deeper level of engagement to enhance the overall effectiveness of the products in unique organizational contexts.
  4. Support Levels and Response Times:
    • A. All Customer requests for Support Services ("Support Request") by Customer will be logged, after which CIQ will perform an initial diagnosis and determine as far as reasonably practical the source of any problem which may have led to the Support Request.
    • B. For Support Requests logged outside of Standard Business Hours, will have response times commencing at the beginning of the next Business Day.
    • C. The below table defines Support Request Priority Levels and the Response Times for the applicable Priority and Support Level for Support Requests for CIQ Supported Products. 
  5. Support Request Priority Levels and Response Times:
Support LevelStandard Support LevelPremium Support Level
Hours of coverageStandard Business Day 8:00 AM to 6:00 PM (0900-1800) local time for North America or 8:00 AM to 6:00 PM (0900-1700) for outside of North America except for days on which U.S. banks are officially closedStandard Business Day 8am-6pm (24x7 Follow The Sun (FTS) for Severity 1)
Support channelCIQ Support Portal & EmailCIQ Support Portal & Email
Number of CasesUnlimitedUnlimited
Response timesInitial and ongoing responseInitial and ongoing response
Severity 1 (Critical)1 Business HourInitial Response: 30 minutes

Ongoing Response: 1 hour or as agreed
Severity 2 (High)4 Business Hours2 Hours or as agreed
Severity 3 (Normal)1 Business Day4 Business Hours or as agreed
Severity 4 (Low)2 Business Days1 Business Days or as agreed
  1. To provide Customer with 24x7 coverage, Customer must identify a dedicated point of contact who will be available to CIQ until the Support Request is resolved. If no dedicated point of contact is identified or if the point of contact is unreachable, Support Services will revert to standard support.  
  2. Severity Levels Defined:
Severity 1 (Critical)Proven error of the Supported Product in a production environment. The Supported Product software is unusable, halts, crashes, or is inaccessible, resulting in a critical impact on the operation. No workaround is available.
Severity 2 (High)The Supported Product will operate but due to an Error in a production environment, its operation is severely restricted. No workaround is available.
Severity 3 (Normal)The Supported Product will operate with limitations due to an Error in a production environment that is not critical to the overall operation. For example, a workaround forces a user and/or a systems operator to use a time-consuming procedure to operate the system, or removes a non-essential feature.
Severity 4 (Low)Due to an Error in a production environment, the Supported Product can be used with only slight inconvenience. In addition, all product feature requests and general questions regarding product usage fall into this support level.
  1. Bug Fixing:
    • A. CIQ will investigate incident reports concerning suspected problems with Supported Products provided that (a) Customer sends CIQ a written report, which includes evidence of the suspected issue, and (b) the incident can be reproduced or reasonably confirmed by CIQ ("Confirmed Issue").
    • B. CIQ will use commercially reasonable efforts to promptly correct the Confirmed Issue or provide a workaround to permit Customer to use the Supported Product substantially in conformance with the applicable Documentation.
    • C. CIQ may request that the Customer run diagnostic scripts provided by CIQ to determine whether their current deployment of Supported Products conforms to documented system requirements for the Supported Product. 
    • D. Should the Customer fail to follow the specified diagnostic procedure for the Supported Product, CIQ is relieved of any further obligation to diagnose or fix the Confirmed Issue.. If the Customer follows such procedures and CIQ determines that there is an issue with the Customer’s configuration, CIQ support may recommend corrective action that the Customer must perform before CIQ has any further obligation to diagnose or fix the Confirmed Issue.
    • E. If CIQ suspects the Confirmed Issue results from interaction with another vendor’s software or hardware product, CIQ can require the Customer to open a support case with that vendor. If the Customer does not open the support case with the vendor, CIQ has no further obligation to diagnose or fix the Confirmed Issue.
    • F. If Customer is not satisfied with the handling of the Confirmed Issue, Customer may pursue escalation procedures set forth in these Support Terms.
  2. RFEs (Requests for Enhancement):
    • A. Any Customer request for functionality currently not documented as supported functionality of the Supported Product will be classified by CIQ as a Request for Enhancement ("RFE").
    • B. All issues classified by CIQ as RFEs will be forwarded to product management for triage.
    • C. CIQ will review and triage incoming RFEs. Triage involves classifying the RFE as relating to a specific area of Supported Product functionality and assigning it to a specific product manager responsible for that area.
    • D. Product managers will routinely review trends in RFEs in their assigned areas and use that as input to identifying priorities for design and development.
    • E. RFEs will not be closed unless the product manager determines that the functionality already exists or the RFE is rejected, in which case they will update support and support will ensure that the customer is notified.
    • F. RFEs may remain open for extended periods in areas that are not yet prioritized for active design or development.
    • G. Customers under premium support may request a review with their named account manager of their open RFEs.
    • H. CIQ is under no obligation to implement functionality requested through an RFE.
    • I. CIQ may determine that there is a different solution to satisfy the underlying problem driving an RFE, in which case the Customer will be notified when that solution is delivered and their case will be considered resolved unless the Customer does not accept the solution and reopens the case.
    • J. CIQ product management may, but are not required to, contact customers with open RFEs in an area which they are scoping for potential design or development to get additional detail on the customers' needs or review potential solutions. 
  3. Escalation Procedures:
    • A. Customer may escalate a Confirmed Issue by requesting an escalation via the support portal. For escalated Confirmed Issues, an action plan will be developed by the CIQ support team and communicated to Customer.
      When an escalated Confirmed Issue has been resolved, the request for assistance will be considered closed upon the mutual agreement of the parties, such agreement not to be unreasonably withheld, delayed or conditioned. A Confirmed Issue of Severity 1 - 3 will not be considered resolved until one of the following activities has been completed:
      • 1. a resolution to the Confirmed Issue is obtained to Customer’s reasonable satisfaction;
      • 2. a code change in the form of a patch or a new revision that corrects the Confirmed Issue without causing additional problems has been delivered to Customer, successfully installed and is working;
      • 3. a short term workaround is delivered and accepted by Customer, though such acceptance shall not absolve CIQ from any obligation to provide a long term solution if required; or
      • 4. an engineering commitment is made, upon Customer’s agreement, to correct the Confirmed Issue in a future release of the CIQ Software.
  4. Excluded Services:
    • CIQ has no obligation to fix Customer Issues or problems except for those expressly set forth in these Support Terms. Customer Issues or problems that CIQ has no obligation to fix include the following situations without limitation:
      • 1. Customer is using an unsupported distribution, version or configuration of an open source package for which Customer has support;
      • 2. Customer’s MSA with CIQ is for CIQ Supported Product unless otherwise noted and the Confirmed Issue is with a deployment of open source software, other third-party application, or cloud service independently of the CIQ Supported Product;
      • 4. The CIQ Supported Product is not used for its intended purpose;
      • 5. The CIQ Supported Product has been altered, damaged, modified or incorporated into other software in a manner not approved by CIQ;
      • 6. The CIQ Supported Product is a release that is no longer supported by CIQ per section 12, CIQ’s End of Life Policy;
      • 7. The software component is not listed as a supported component in the product documentation;
      • 8. The Confirmed Issue is caused by Customer’s or a third-party’s software or equipment or by Customer’s negligence, abuse, misapplication, or use of the CIQ Products other than as specified in the Documentation; or
      • 9. Fixing the Confirmed Issue would require changes to Customer’s infrastructure or operating platform.
      • If CIQ determines that it has no obligation to fix the Confirmed Issue for one of the reasons stated above, the parties may, in their discretion, enter into a separate agreement authorizing CIQ to provide Professional Services  at a rate that is mutually agreed by the Parties.
  5. End of Life Policy:
    • Customer acknowledges that new features may be added to or removed from the CIQ Products based on market demand and technological innovation. Accordingly, as CIQ develops enhanced versions of its Products, CIQ may cease to maintain and support older versions or specific features of its Products. CIQ will use commercially reasonable efforts to notify Customer in advance of a Product version or feature undergoing the transition from supported to unsupported status.
  6. Locked Version Support:
    • Locked Version support provides the customer with best-effort troubleshooting by our support engineers, but it does not entitle the customer to any new software versions. If you are on a Locked Version support offering, as noted on your order form, the terms above regarding "Maintenance Services," "Support Services,” and "Bug fixes" are limited to CIQ providing commercially reasonable efforts at diagnosing an issue, identifying workarounds, or providing configuration changes, and there may be scenarios where support is unable to resolve a Confirmed Issue.

Last updated: January 24, 2023