EN CN FR DE JP KO ES PT
Search

With the purchase by Customer of the Solace Advanced Services Plan, for the Subscription Term set forth in the Order, Solace will deliver to Customer (I) Expert Advisory services, and (II) Training & Development services, and (III) the Event Mesh Monitoring & Alerting service, a remote monitoring service for Customer’s Solace products delivered by Solace experts pursuant to a Scope of Services (as defined below) on a 24x7x365 basis (the “Service”).​ 

If Customer does not have a signed agreement with Solace that contains terms that govern the delivery of professional services, in addition to these terms and conditions, Solace provides the Service to Customer pursuant to the Master Supply Agreement set forth at https://solace.com/legal/msa/ (the “Agreement”). Capitalized terms not defined herein have the meanings given to them in the Agreement or the applicable Offering Schedule.

  1. Expert Advisory Services

    Solace will make available one of its personnel (the “Solace Expert”) to Customer to provide best practices guidance and setup assistance with Solace Products for the duration of the Term. 

    The Solace Expert will work with Customer to determine the activities to be delivered each week. Generally, it is intended that the Solace Expert will provide the Services for up to twelve (12) hours per week. Any Services over and above the foregoing requested by Customer are at Solace’s sole discretion and are subject to other Solace obligations and staff commitments. Any Services not used during a week, do not carry over to future weeks.  If Customer does not use any or all of the Services during the Term, Solace has no obligation to refund any amount to Customer. 

    The Services delivered are expected to include the following subject areas but may cover additional Solace-related topics agreed between the Solace Expert and Customer: 

    1. Business Discovery – The Solace Expert will start Customer on their Solace journey with a solid foundation by mapping use cases to Solace Event Driven Architecture (EDA) patterns & migration strategies, identify pain points with current technologies and define goals and objectives for success with Solace. 
    2. Event Design & Foundation – Under guidance of the Solace Expert, Customer will build on EDA foundation by defining core application and system architecture including topics space, event mesh. 
    3. Event Driven Case Implementation – Where applicable, a Solace Event Mesh will be deployed, configured and integrated into Customer’s DevOps automation process in collaboration with Solace Expert. Solace Expert will then assist Customer to begin implementing use cases and applications with Solace. 
    4. Education and Workshops – The Solace Expert will provide on-going training and workshops to educate Customer’s teams on Solace Products and capabilities. 
    5. Pre-Production & Go-Live – Once Customer’s Solace Event Mesh is ready to go live in production, the Solace Expert will execute a pre-production readiness assessment.  After go-live, the Solace Expert may execute periodic Event Mesh health-checks. 
    6. On-going EDA Guidance – After achieving initial success with Solace, the Solace Expert will continue to provide guidance and consultation to measure business value, refine procedures, and identify and onboard the next EDA use cases. 

     

    The Services will be delivered remotely during regular business hours by the Solace Expert unless otherwise agreed by Solace and Customer. Unless pre-arranged with Customer, the Solace Expert requires at least four (4) hours advance notice of any need for Services. Any pre-arranged Services to be delivered after regular business hours will be counted at the rate of two (2) hours for each one (1) hour delivered. 

  2. Training & Workshops
    1. Enterprise Digital Learning – During the Term, Customer will be provided with an Enterprise Digital Learning Subscription, which includes access to all courses and certifications on the Solace Academy (as defined below) for unlimited users within Customer’s organization.

    “Solace Academy” includes pre-recorded on-demand modules delivered virtually via the internet by Solace. Access to Solace Academy is only available online via an internet connection. Solace Academy users must have an appropriate user identification and password to gain access, and all names must be provided to Solace as needed.

    2. Expert-Led Virtual Workshops – During the Term, Customer will be entitled to receive Expert-Led Virtual Workshops (each a “Workshop”) as follows:

    1. Advanced Services – one Workshop per month.

      Each Workshop allows Customer to book a live expert-led virtual custom workshop for up to twelve (12) students and includes a cloud-based environment for hands-on labs during the Workshop. The Workshop may last up to two (2) hours.

  3. Event Mesh Monitoring & Alerting Service
    After the date Customer signs the Order, in consultation with Customer, Solace will design and document a remote monitoring and alerting solution unique to Customer’s deployment of Solace technology (the “Solace Platform”) that will be set forth in a scope of service document (the “Scope of Service”).

    1. Scope of Service Description

    The Scope of Service may include any or all the following, depending on Customer’s Solace Platform:

    1. Solace Customer Service Owner. Solace will assign a Customer Service Owner (the “CSO”) fluent in the Customer’s Solace Platform to oversee the onboarding and overall delivery of the Service and to act as a single point of contact for Customer and Solace personnel.
    2. Monitoring. To facilitate the Service, Solace will deploy a monitoring tool in Customer’s environment (the “Monitoring Tool”). The Monitoring Tool is configured by Solace to generate alerts and dashboard views relevant to Customer’s Solace Platform including but not limited to:
      1. Data Collection
      2. Alerts
      3. Dashboards
      4. Realtime Connectivity and Latency Assurance

      All data transmitted by the Monitoring Tool from Customer’s Solace Products is transmitted over an encrypted connection.

    3. Incident Management. The Service includes proactive and reactive monitoring of Customer’s Solace Platform by detecting and responding to alerts based on Solace’s operational best practices.
    4. Capacity Management. At all times, the Service monitors Customer’s current usage of the Solace Platform against system capacity and analyzes short-term and long-term trends to ensure the Solace Platform will continue to meet Customer’s growing messaging requirements.
    5. Maintenance Activities. The Service includes the following maintenance activities conducted by Solace:
      1. Platform Component Versions & Updates,
      2. Security Certificate Notifications
    6. Service Reporting. The Service includes periodic reports to Customer on:
      1. Incident Management Reporting (Number of incident tickets, tickets closed & status of current tickets); and
      2. Capacity Management Reporting (Consumption levels & forecast and trend analysis).

    2. Customer Responsibilities
    Solace’s delivery of the Service is conditioned on the following Customer responsibilities. Customer must:

    1. Provide reasonable assistance with the generation and completion of the Scope of Service and the Activation Process (as defined below).
    2. Perform its responsibilities as described in the Scope of Service.
    3. The provisioning of administrative access to the Solace Platform to the CSO and other Solace personnel (as required).
    4. Establish and maintain network connectivity between the Solace Platform and the Monitoring Tool.
    5. Respond to all Solace communications in a timely manner.
    6. Disable access to the Solace Platform for any Solace personnel when notified by Solace.
    7. Maintain the physical plant and/or the IaaS environment that the Solace Platform requires to operate including:
      1. Power/cooling/cabling,
      2. Network infrastructure and routing (LAN/WAN),
      3. Physical servers, virtual machines, container orchestration clusters, and
      4. Routing.

    3. Activation Process
    Following finalization of the Scope of Service, Customer must complete the activation process (the “Activation Process”) as defined in the Scope of Service:

    1. Contacts and procedures.
    2. Network access requirements and configurations (including for Solace PubSub+ Insights (DataDog)).
    3. Host requirements for Solace agents.
    4. Data collection and security review.
    5. Define and configure initial monitoring thresholds and alerting procedures.
    6. The specific customer data to be collected in Datadog.
    7. Complete list of alerts to be monitored.
    8. Define change control procedures and standard maintenance windows.

    The Activation Process will be deemed completed and the Service and associated SLAs (defined below) will be activated on the date that is mutually agreed via email by the CSO and Customer.

    4. Service Level Agreement
    Incident Response and/or Change Request Response and target Resolution times.

    Priority Initial Response Time Target Resolution Time Service Hours
    Critical 15 minutes 4 hours 24x7x365
    Non-Critical 24 hours 48 hours (Production)
    1 week (non-Production)     		24×5
  4. Renewal Fees
    The renewal Fees for the Advanced Services Plan shall be determined by: (a) starting with the Advanced Services Fees specified in the Order for the previous Subscription Term; (b) adding any applicable Consumer Price Index (CPI) increase as permitted under the Agreement; and (c) adding any additional increase that reflects material growth in Customer’s Solace platform, usage levels, and/or transaction volumes.

  5. General
    Out-of-Scope Services. If Customer requires services that goes beyond what is described in the Advanced Services Plan, such services may be available for purchase from Solace pursuant to a separate Order or Statement of Work.

    Service Revisions. Solace may add, reduce, eliminate or revise the features and functionality of the Services at any time without prior notice. Notwithstanding the foregoing where, in Solace’s opinion, a change will cause a material detrimental impact to Customer (a “Detrimental Change“), Solace will provide thirty (30) days prior written notice (email or posting of notice to suffice). In the event of a Detrimental Change, Customer may, at no cost, terminate the Service by providing Solace with written notice of termination within thirty (30) days of receiving notice of the Detrimental Change. If Solace does not receive such notice of termination within thirty (30) days, Customer will be deemed to have accepted the Detrimental Change.

Last updated: February 1, 2025