Delphix offers world-class support to help customers fully realize the value of their Delphix Server. Delphix technical support is available 24 hours a day, 7 days a week, to help customers and partners quickly use, manage, and troubleshoot Delphix products in their environment. In addition, Delphix provides online support materials to help answer questions.

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Customers need to have an active Delphix subscription to access support resources. A Delphix support plan assures help to limit downtime while maintaining a high level of performance for Delphix deployments.

Delphix offers two support levels: Platinum and Standard. Support plans coincide with annual Delphix subscriptions. The type of plan selected determines the features available.

Platinum Support

With Platinum Level Support, customers enjoy the highest level of customer service available from Delphix, including the following features:

• 24 x 7 access to web site, phone, and email support

• Software support, including maintenance releases and major upgrades

• Annual deployment review.

Standard Support

With Standard Support, customers receive the following features:

• 24 x 7 access to web site, phone, and email support

• Software support, including maintenance releases and major upgrades.

Delphix is committed to customer success and satisfaction. All support professionals are rigorously trained on Delphix products, technology, and technical problem-solving methodologies.

A customer support case can be opened by:

• Calling 1-650-733-6832

• Sending an email to support@delphix.com.

When opening a case, please provide the following to assist in fast resolution:

• Detailed description of the problem

• Priority level and impact of the problem

• Indication of the activity that was being performed when the problem occurred

• Software version

• Configuration information.

While working to resolve an issue, Support Engineers may need to access information on the customer system relative to the failure or may need to recreate the failure to get additional information. If the customer and the Support Engineer agree, the customer may send support log files through email or upload them to the Delphix Support FTP site for further review.

Note: any information sent to Delphix to help resolve customer problems is treated as highly confidential and is used only to help resolve the problem. When the issue is solved, all submitted materials are deleted.

If the Support Engineer does not solve the case, it is escalated to Delphix Engineering for further analysis. A case is closed when all parties agree the reported issue has been resolved. If the customer issue is determined to be an enhancement, a Feature Request is entered into the Delphix defect tracking system and processed by Product Management and Engineering.

Introduction

This document outlines the software end of life policy for Delphix. We may make changes to our policy, which will appear here on our website. We encourage you to visit this site on a regular basis.

Software Version Support

From time to time Delphix may release new versions of its software. The timing and content of any software release is at the sole discretion of Delphix. Customers under current paid subscription agreements can obtain new versions by downloading the updates from the Delphix Support web site. Delphix software releases are designated by a release designator of the form X.Y.Z (where X, Y, and Z are integers) and are characterized as follows:

• Major X changes to X' which is greater than X, Y and Z are set to zero: contains significant new features and may contain minor new features and software error corrections.

• Minor X does not change, Y changes to Y' which is greater than Y, Z set to zero: contains minor new features and may contain software error corrections.

• Patch X and Y do not change, Z changes to Z', which is greater than Z: contains software error corrections and may contain minor new features.

Delphix standard practice is to provide software support for the following release versions:

• The current or latest Major or Minor release of the software.

• The immediately preceding Major or Minor release for a period of 1 year after general customer availability of the current or latest Major or Minor release.

At its discretion, Delphix may provide support for older releases. If a customer encounters an error in a version of the software that is other than the latest release of any type, Delphix may require that the customer upgrade to a specified later version to obtain a correction of the error.