EnterpriseDB Services Deliverables, Terms and Conditions

Terms and Conditions

Professional Services

• All packaged Professional Services are fixed-price, pre-paid, and subject to a limited performance period. Packages must be used within the timeframe indicated by their SKU. If no timeframe is indicated, the package must be used within six (6) months of purchase. If not used within such timeframe, the package Entitlement will be forfeited. This timeframe applies even if the package is included with a Software subscription for a longer term.
• EDB will deliver Professional Services with a minimum of 4 hours for any scheduled remote activity and 8 hours for any on-site activity. Customers may not request or require smaller increments.
• All packaged Professional Services begin with an initiation step that includes providing a pre-defined task plan and conducting a project kickoff and brief service review. Before project initiation, Customers must identify and assign an appropriate project lead to serve as the primary technical point of contact for EnterpriseDB, such as Architect, DBA, System Administrator, Developer, accordingly. This technical lead must attend the project initiation meeting/call with EnterpriseDB.
• EnterpriseDB will provide a qualified resource to perform the purchased services engagement that has production experience in the services needed by the Customer (e.g. Monitoring, Automation, Replication, Partitioning, etc.).
• EnterpriseDB Professional Service personnel will each require dedicated logon credentials. EnterpriseDB will secure all access credentials provided during the course of this engagement and not share them or write them down.
• Customer will additionally arrange all reasonable access to any additional, appropriate subject matter experts that EnterpriseDB may need to perform this engagement, i.e. Database Administrators or Application Developers, etc.
• Customer will provide EnterpriseDB Professional Service personnel with access to both machines and people within the Customer's organization. Specifically, the Customer will provide administrative rights using secured Internet access and logon credentials to each server and database serviced in this engagement. Any required background checks / security clearances must be completed one (1) business day before the engagement start date.
• Customers will provide access to any systems of record used for Database Administration (such as Configuration Management systems, ticketing systems, and/or Source Control systems), as required by EnterpriseDB to perform the selected Services.
• Any additional, specific pre-requisites, technical or non-technical, will be identified by EnterpriseDB before or during project kickoff.
• All packaged services conclude with a Post Workshop step that includes delivery of a Services Engagement Completion Report, reviewed via web conference.
• Exact delivery dates and Consultant or Instructor availability will be confirmed upon Order Form signature.
• Travel and expenses for on-site Professional Services are not included in pricing for packaged services. Any such expenses will be billed separately.
• If Customer cancels on-site Professional Services with less than two (2) weeks notice, Customer will be charged for the originally scheduled services or training plus any non-reimbursable travel expenses. Rescheduling with less than two (2) weeks notice will result in charges for the originally scheduled services or training plus any non-reimbursable travel expenses plus the newly scheduled services. The same policy applies for remote services but requires not less than one (1) week notice. Rescheduling of confirmed delivery dates or delivery dates requested within two (2) weeks of Sales Order Form signing may incur additional costs payable by the customer, due to increased travel and expenses fees.
• Customer will identify a Project Manager or other leadership resource that has the authority to act and execute on the Customer’s behalf in matters pertaining to the engagement. The Customer Project Manager will be the primary point for project coordination, communication, and issue escalation.

Training

• Packaged Training Services are defined as delivery of the standard class(es) that includes the standard topics as identified in the specific course listing(s) found on the EDB Web site or Training Catalog.
• Training classes will be conducted by one (1) instructor per day for up to twelve (12) participants. A per student rate will be charged for any participants greater than the 12 maximum.
• Classes will typically be 6 to 8 hours each day, with time for questions and demonstrations and 8 hours of class time per day maximum.
• The instructor will have experience as a trainer and as a Postgres consultant and/or Database Administrator.
• Travel and expenses for on-site Training Services are not included in pricing for packaged services. Any such expenses will be billed separately.
• All training will be delivered in the English language.
• An electronic copy of the training materials will be provided. These materials are copyrighted, with distribution limited to the training participants. All course materials will be provided in the English language.
• Electronic class completion certificates are provided for all participants.
• Attendees should bring their own laptops to the training course. Please visit the Training requirements page for detailed set-up instructions.
• If Customer cancels on-site Training Services with less than two (2) weeks notice, Customer will be charged for the originally scheduled services or training plus any non-reimbursable travel expenses. Rescheduling with less than two (2) weeks notice will result in charges for the originally scheduled services or training plus any non-reimbursable travel expenses plus the newly scheduled services. The same policy applies for remote services but requires not less than one (1) week notice. Rescheduling of confirmed delivery dates or delivery dates requested within two (2) weeks of Sales Order Form signing may incur additional costs payable by the customer, due to increased travel and expenses fees.
• Private on-line training to be delivered in an on-line live format through a web conferencing tool.

Managed Services

Remote and Cloud DBA Services.

Technical Account Management

• A TAM service term is for 1 year minimum, with a 2 year term preferred, with a maximum of 16, 40, or 60 hours of work per month per Customer, based on subscription tier. If you have additional requirements and wish to expand hours worked beyond this allocation, additional services need to be purchased under a separate order.
• Only one TAM per Customer may be purchased within the same time period. A new service order is required if you require additional time or attention.
• Travel and expenses are included for 2- or 3-day on-site visits, according to package options. Additional days and on-site visits will incur incremental charges billed to you.