StrongDM Premium Services Policy
This Policy describes the policy for premium support services (the “Premium Services”) offered by StrongDM, Inc. (the “Company”) to Customer’s of the Company’s proprietary software (the “Software”). It provides a description of the available Premium Services and the Company’s terms and conditions for the Premium Services. Capitalized terms not defined herein have the meaning set forth in the Terms of Service that governs Customers use of the Software
- Premium Services: The Company offers three tiers of Premium Services: Bronze, Gold and Platinum. Each tier is detailed below.
- Election of Premium Service Levels: Premium Services are elected and purchased in (i) an order form executed by Customer for its license to the Software; or (ii) by Customer during a purchase of the Software online. If Customer purchases either the Gold or Platinum tier, then such Gold or Platinum tier shall (a) be maintained for the full applicable license term, and (b) be automatically elected for any renewal term unless Customer elects otherwise prior to the start of the renewal term. For the avoidance of doubt, Customer may upgrade its Premium Services during a license term, but may not downgrade or cancel any purchased Premium Services during the license term.
- Expansion of Active End Users. In the event that the number of Customer’s Active End Users increases during the license term, Customer shall be billed for any Active End Users in excess of the amount set forth on the Order Form on a pro-rata basis.
- Updates to Policy: StrongDM reserves the right to modify this Policy from time to time as needed, provided that any such updates will not materially impact the level of support Customer is receiving during the term in which they have purchased Services.
| Bronze | Gold | Platinum | |
|---|---|---|---|
| Cost | Free | As set forth in Order Form | As set forth in Order Form |
| Customer Success | |||
| Monthly Office Hours | Yes | Yes | Yes |
| Assigned Customer Success Manager | No | Yes | Yes |
| Assigned Customer Success Engineer | No | No | Yes |
| Deployment Plan | No | Yes | Custom |
| QBR | No | Yes | Custom |
| Technical Support | |||
| Support Portal | Yes | Yes | Yes |
| Email Support | 9AM-8PM EST Mon-Fri | 24/7, 365 Days | 24/7, 365 Days |
| Video Support | 9AM-8PM EST Mon-Fri | 9AM-8PM EST Mon-Fri | 24/7, 365 Days |
| First Response SLA | 2 Business Days | 1 Business Day | 1 Hour |
| Quarterly Ticket Review | No | Yes | Yes |
| Education | |||
| SDM University | Yes | Yes | Yes |
| Instructor Led Training | No | 1x per year | 4x per year |
Definitions
“QBR” means: Quarterly Business Review
“Business Day” means: Monday through Friday in Customer’s local time zone
“First Response SLA” means: The first live response Customer receives from a Customer Support Engineer
“Office Hours” means: Regularly scheduled chat sessions held via Zoom where customers are provided the opportunity to join live discussions with support personnel.
Exclusions: Notwithstanding anything to the contrary in this Policy or Customers Agreement for the Software, the Company is not obligated to work on a support request if it is determined in the Company’s sole and reasonable discretion that:
- The reported issue has been caused by Customers negligence, hardware malfunction, network latency or causes beyond the reasonable control of the Company
- The reported issue has been caused by third party software that is not required for use of the Software;
- The reported issue has been caused by Customers use of the Software other than in accordance with the documentation provided or as otherwise approved in writing by the Company;
- Customer has not paid its subscription fees for the Software when due.