With the purchase by Customer of the Solace Essential 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, as described below (the “Services”).
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.
- 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 Support 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:
- 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.
- 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.
- 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.
- Education and Workshops – The Solace Expert will provide custom training to educate Customer’s teams on Solace Products and capabilities. Preparation and delivery of custom training will utilize Expert Advisory hours.
- 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.
- 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.
- Training & Workshops
- 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.
- Expert-Led Virtual Workshops – During the Term, Customer will be entitled to receive up to ten (10) seats across any of Solace’s Expert-Led Virtual Workshops (each a “Workshop”). The Solace Workshops are a block of five (5) training events lasting two (2) hours each. They will run on a cycle in each geographical region.
- 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.
The renewal Fees for the Essential Services Plan shall be determined by: (a) starting with the Essential 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, or if no such increase provision exists in the Agreement, an increase equal to the greater of five percent (5%) and the annual increase in the U.S Consumer Price Index in the previous twelve (12) month period as determined by the Bureau of Labor Statistics; and (c) adding any additional increase that reflects material growth in Customer’s Solace platform, usage levels, and/or transaction volumes.
Out-of-Scope Services. If Customer requires services that goes beyond what is described in the Essential Services Plan, such services may be available for purchase from Solace pursuant to a separate Order or Statement of Work.
Service Revisions. Solace reserves the right to make minor updates or changes to the Essential Service Plan from time to time, with or without prior notice, provided such changes, in Solace’s reasonable opinion, will not cause a detrimental impact to Customer.
Last updated: November 10, 2025