Recovery Assistance *DO NOT DELETE*

Recovery Assistance

Cloudera’s Recovery Assistance offering is available to help customers with time-sensitive Non-Break Fix (NBF) issues specifically targeting production down, environment-specific NBFs.

Customer’s purchase, and Cloudera (Government Solutions) Inc.’s (CGSI) performance, of Recovery Assistance is governed by the terms and conditions of the existing Enterprise Subscription Master Agreement between CGSI and Customer, or between Customer and CGSI’s Authorized Partner, as applicable.  If no such agreement exists, the terms and conditions of the CGSI Enterprise Subscription Master Agreement at https://www.cloudera.com/legal/commercial-terms-and-conditions/cgsi-enterprise-subscription-master-agreement.html will apply.

1. On a single incident per purchase basis, Cloudera will provide Recovery Assistance for an outage experienced by Customer in a Cloudera-based production system; provided that: (i) such production system was functioning properly prior to such incident; (ii) all Recovery Assistance is provided by Cloudera remotely and no personnel onboarding requirements are permitted; and (iii) Customer has submitted a Support Services ticket to Cloudera with respect to such incident and Cloudera Customer Support has determined the outage is due to one or more of the following items (which items are currently excluded from Cloudera’s Support Services under the Cloudera Support Policy): (a) the installation or removal of the Cloudera Products; (b) performance tuning; (c) information or assistance on technical issues related to the debugging, installation, administration, or use of Customer’s computer systems and enabling technologies including, but not limited to, databases, computer networks, communications, hardware, hard disks, networks, and printers; (d) Customer’s negligence or misuse of the Cloudera Products; and/or (e) any act or omission of Customer and/or any third party.
2. Recovery Assistance is limited solely to the restoration of the Cloudera-based production system experiencing the outage. No new Cloudera Product functionality or documentation will be provided.
3. The Recovery Assistance purchased hereunder must be used within 12 months of the Effective Date of purchase. Recovery Assistance not used within such 12 month period will expire and no refund will be given.
4. In the event of any conflict between the terms of the Agreement and these terms, these terms will prevail, but only with respect to the Recovery Assistance described herein.

Customer’s purchase of Recovery Assistance using a credit card indicates Customer’s acceptance of the terms and conditions provided above.