MotherDuck Support Policy
Last Updated: 04/29/2024
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 5pm 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 may report errors or abnormal behavior of the Service ("Incidents") by contacting MotherDuck via email at support@MotherDuck.com or via MotherDuck Community Slack. 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 Tier
Initial Response Goal | Paid Tier
Initial Response Goal |
| Level 1 | Service is down or severely impacted such that routine operation is impossible | Best effort | 2 Business Hours |
| Level 2 | Service is functional but performance is degraded | Best effort | 4 Business Hours |
| Level 3 | Non-critical issue; no significant impact on performance of the Service but user experience may be affected. | Best effort | Best Effort |
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.