FullStory Support Policy and Service Level Agreements

Support Policy

This FullStory Support Policy (“Support Policy”) describes the policies and procedures under which FullStory provides support and maintenance services (“Support Services”) to its customers. Support Services are provided pursuant to the Master Subscription Agreement (“Agreement”) and the applicable Order Form entered into between FullStory and Customer and this Support Policy. Support Services are provided for the Subscription Term and at the support level(s) specified in the applicable Order Form. Capitalized terms not otherwise defined in this Support Policy have the meanings given in the Agreement or the Order Form.

This Support Policy is subject to change at FullStory’s discretion; however, such policy changes will not result in a material reduction in the level of support services provided during the period for which fees for the applicable Services have been paid.

1. Terms of Support. Technical support consists of support provided by FullStory in its reasonable judgment, so that the software utilized to perform the Services (“Software”) as provided under the Agreement operates materially in accordance with the User Guide. The Support Services will be performed in a timely and professional manner by qualified support individuals in accordance with this Support Policy. FullStory will provide technical support as long as Customer is current in payment of applicable Fees pursuant to the Order Form and is otherwise materially compliant with the terms and conditions of the Agreement for the applicable Subscription Term.

2. Support Period. Support Services commence on the first day of the Subscription Term and end upon the expiration or termination of the Subscription Term under the applicable Order Form (the “Support Period”). FullStory is not obligated to provide Support Services beyond the end of the Support Period.

3. Fees. The Fees paid for the Services under an Order Form include the Support Services described in this Support Policy. FullStory will not separately invoice Customer for support provided as part of the Services unless otherwise set forth in the Order Form.

4. Support Obligations

4.1. Premium Support. If and only if the current applicable Order Form states “Premium Support”, then (i) the Premium chart below applies in place of the Regional Support chart below; (ii) for the purposes of this Exhibit, “Business Day” means Sunday 8:00pm – Friday 8:00pm Eastern Time, excluding New Year’s Day; Christmas Eve; and Christmas Day. FullStory will conduct regular inbox check-ins during Holidays to escalate time-sensitive issues which have a significant impact on Customer’s business. When a Holiday falls on a Saturday, we will be closed on the preceding Friday. When a Holiday falls on a Sunday, we’ll be closed on the following Monday; and (iii) critical support will be provided 24 hours/day, 7 days a week, 365 days a year with no Holidays (“24/7/365”) solely for Severity Level 1 and 2 Errors, as defined below.

4.2. Regional Support.  Regional holidays and business hours are outlined here. Additionally, FullStory observes a company-wide closure during the week between Christmas Day and New Year’s Day. Regional hours and holidays are based on Customer’s billing address location.

4.3. Submission of Support Requests. Before reaching out, Customer will leverage available help documentation, which is often the quickest way to find answers. If Customer isn’t able to identify a solution using available tools and documentation, they will reach out to FullStory by either emailing support@fullstory.com or by contacting Support through an online contact form, which FullStory will make available within the application. When making a request, Customer will provide requested diagnostic information including, but not limited to: (i) describing the Error and the configuration; (ii) providing relevant data; and (iii) communicating further via email or video call to answer questions and assist the FullStory technical team as appropriate.

4.4. Severity Levels. FullStory and Customer will in good faith mutually agree on a Severity Level for an Error.

Severity Level

Description

Notification Method

Response Time

Workaround Time

Standard Support

Premium Support

Standard Support

Premium Support

1

An Error that renders the Services inoperable, inaccessible or unable to collect Customer Data.

Email

1 business day

2 hours

Next update

8 hours

2

An Error that causes a significant function of the Services to be impaired although it still operates; or (ii) may have a material adverse impact on Customer’s business.

Email

1 business day

4 hours

Next update

1 day

3

An Error that causes a minor function of the Services to be impaired which adversely affects, or is likely to adversely affect, Customer’s business.

Email

2 business days

1 business day

Next update

Next update

Notwithstanding the availability of a workaround, for severity level 1 and 2 issues FullStory will continue to work to create a permanent fix to the Error.

4.5. Status Page. FullStory will maintain a status page at status.fullstory.com (the “Status Page”) to provide up-to-date information regarding current operational status as well as report when a core piece of FullStory functionality experiences significant performance degradation that impacts a large number of customers for at least 15 minutes. On the Status Page, Customer can also subscribe to receive notifications any time FullStory creates, updates, or resolves an incident.

5. Escalation. Customer also has the option of escalating issues within FullStory if FullStory fails to timely respond to, or resolve an Error or one or more Errors as follows:

  • 1st escalation: Customer Support or your Customer Success Manager
  • 2nd escalation: Support Leadership
  • 3rd escalation: VP of Customer Experience

6. Excused Event. The Response Times and Workaround Times set forth above do not include any time resulting from an Excused Event. “Excused Event” means any one or more of the following:

  • A force majeure event as set forth in the Agreement;
  • Customer’s failure to perform a reasonable request that is necessary for FullStory to perform the Support Services (including, without limitation, operation and maintenance of the necessary Customer networks, desktops, and any Customer premises, equipment, or systems required to facilitate FullStory’s ability to perform its obligations under this Agreement, or provision of required information or materials);
  • Failure of Customer’s equipment or the use of the Services outside of the documentation or training parameters provided by FullStory;
  • Unavailability occurring during periods of testing, development, or problem diagnosis which are scheduled in advance between the parties;
  • Planned facility and equipment upgrades and migration, which are scheduled in advance and agreed to between the parties or mutually agreed upon unplanned emergencies, such as a third- party vulnerability patch; and/or
  • Any third-party failure (outside of FullStory’s reasonable control) that causes a failure of the Software to perform.

 

Service Levels and Credit

FullStory’s failure to make the Services Available at least 99.5% of the time in any given month during the Term, excluding the Excused Events, shall be deemed a service level default ("Service Level Default") and Customer may obtain the exclusive remedies set forth below. For purposes of this Agreement, "Available" and its derivatives means that Customer and its Authorized Users are able to access all features and functions of the offering and Services.

Service Level Credit (Monthly):

  • Above 99.5%: No Service Level Credit
  • From 99% up to 99.5% or each full percentage point below 99%, FullStory will provide one (1) additional twenty-four hour day ("Day") to the end of the then current subscription term in the applicable Order ("Subscription Term"). For example, if Service Availability is 97.2% for a given month, Customer would be entitled to two (2) additional Days of Service.
  • In the event the Services Available falls below 90% during any given month of the Term, Customer may terminate the Agreement without penalty upon written notice to FullStory within thirty (30) days after the end of such month and, in addition to the remedies available under this Section, receive a pro-rata refund of any prepaid but unused Fees under the Agreement and applicable Order.

Request for Service Credit: Within thirty (30) days after the end of each month in which Customer believes that it is due a Service Level Credit, Customer will send an email to support@fullstory.com (i) indicating that it is due a Service Level Credit and (ii) requesting that FullStory provide an analysis of the length of time the Services was Available during the prior month and the Service Level Credit due to Customer, along with any reasonable information to substantiate the period of availability. If Customer disputes the Service Level Credit, Customer and FullStory will meet and in good faith determine the amount of such Service Level Credit. If Customer does not request a Service Level Credit within such thirty (30) day period, Customer may not request a Service Level Credit for such month.

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