MotherDuck Support Policy

Last Updated: 02/11/2024

This MotherDuck Support Policy ("Support Policy") accompanies the MotherDuck Subscription Terms of Service entered into between you ("Customer") and MotherDuck. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.

MotherDuck offers support services for the Service ("Support") in accordance with the following terms:

A. Support Hours. MotherDuck will provide Support during MotherDuck’s normal business hours (Monday 6am PT - Friday 6pm PT), excluding MotherDuck holidays ("Business Hours"). Service requests received outside of Business Hours will be responded to the following work day.

B. Incident Submission and Customer Cooperation. Customer with an active subscription to Free Plan may report errors or abnormal behavior of the Service ("Incidents") by contacting MotherDuck via MotherDuck Community Slack. Customer with an active subscription to Lite Plan or Business Plan may report errors or abnormal behavior of the Service ("Incidents") by initiating a support request while authenticated with Customer’s Log-in Credentials within the MotherDuck web-based interface. Customer will provide information and cooperation to MotherDuck as reasonably required to provide Support.

C. Incident Response. MotherDuck personnel will assign a priority level ("Priority Level") to each Incident and seek to provide responses in accordance with the table below.

Priority Level	Description	Free Plan Initial Response Goal (MotherDuck Community Slack)	Lite Plan Initial Response Goal (MotherDuck in-app Support Request)	Business Plan Initial Response Goal (MotherDuck in-app Support Request)
Level 1	Service is completely inaccessible or severely impacted such that routine operation is impossible	Best Effort	8 Business Hours	2 Business Hours
Level 2	Service is functional but performance is degraded	Best Effort	12 Business Hours	4 Business Hours
Level 3	Non-critical issue; no significant impact on performance of the Service but user experience may be affected	Best Effort	2 Business Days	1 Business Day
Level 4	Service is fully functional; most commonly applied for consultative questions or requests for guidance	Best Effort	3 Business Days	2 Business Days

D. Exclusions. MotherDuck will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of MotherDuck’s reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.