Support Policy

1. Overview

This Sauce Labs Inc Support Policy ("Support Policy") describes the policies and procedures under which Sauce Labs Inc ("Sauce Labs") provides support ("Support") for the following software and services:

1. The third-party open source software called Selenium ("Selenium")
2. Sauce Labs' downloadable products available at Sauce Labs' website, including Sauce RC ("Sauce Downloadable Product")
3. Sauce Labs' software as a service called Sauce OnDemand ("Sauce OnDemand").

Selenium, Sauce Downloadable Product and Sauce OnDemand together are the "Sauce Labs Supported Products."

Sauce Labs provides Support subject to the terms and conditions of this Support Policy and the separate agreement under which Customer has purchased such Support. For clarity, Sauce Labs will provide Customer with Support only for the one or more specific Sauce Labs Supported Products for which Customer has separately purchased Support.

Sauce Labs provides support through Sauce Labs' online web-based Support Portal or by telephone in accordance with the terms of the the support matrix available at http://saucelabs.com/support ("Support Matrix"). The Support Matrix lists the terms of each support plan offered by Sauce Labs. Unless otherwise specified, the terms of this Support Policy shall apply to all Sauce Labs Supported Products.

2. Sauce Labs Support

2.1 What Support Includes. Sauce Labs shall provide expert level guidance and troubleshooting to Customer in connection with Customer's use of the following Sauce Labs Supported Products:

(a) For Selenium and Sauce Downloadable Product:

Installation and downloads: Sauce Labs shall provide guidance and troubleshooting in connection with Customer's downloading and installation of Selenium or Sauce Downloadable Product.

(b) For Sauce Downloadable Product and Sauce OnDemand:

Basic configuration issues: Sauce Labs shall provide troubleshooting for Customer's configuration settings for existing installations of Sauce Downloadable Product or Sauce OnDemand on approved platforms to ensure proper operation and connectivity.

(c) For Sauce OnDemand only:

Answering questions and running tests: Sauce Labs shall answer questions regarding setting up and running tests for Sauce OnDemand.

(d) For all Sauce Labs Supported Products:

Usage issues: Sauce Labs shall answer Customer's "how to" questions related to standard and intended product usage.

2.2 Selenium Related Issues. The Sauce Labs Supported Products may include third party software, including without limitation, open source code owned by the Selenium project. Customer acknowledges that Sauce Labs does not produce or control the Selenium project. Sauce Labs' obligation with respect to any Incident (as defined below) that reports a defect or problem with Selenium itself shall be to advise Customer of any available patches or fixes or to provide any known workaround. Sauce Labs may, in its discretion, also use reasonable efforts to provide a fix for the defect, but Sauce Labs does not guarantee such efforts or that any fix that Sauce Labs creates will be adopted by the Selenium project and included in any future release of Selenium. At Customer's request, Sauce Labs will enter a bug report to the Selenium project for any defect reported by Customer as an Incident that is related to Selenium.

2.3 What Support Excludes. Support excludes training, customization, integration and any issues arising from non-standard usage of the Sauce Labs Supported Product. Support also excludes any on-site services or remote access services (unless Sauce Labs requests remote access to assist Sauce Labs' understanding of an issue).

2.4 Versions Covered Under Support. Sauce Labs will provide Support only for the version(s) of the Sauce Labs Supported Product specified at the time of purchase. Changes to supported versions shall be announced via the applicable documentation for the Sauce Labs Supported Product.

2.5 End of Life. Sauce Labs may cease providing Support for a supported version of the Sauce Labs Supported Product twelve (12) months after release of the next major release of such Sauce Labs Supported Product. Sauce Labs shall keep an up to date list of supported versions and make end of life (or end of support) announcements on the Support Matrix.

2.6 New Versions. Since new versions of the Sauce Labs Supported Products may become available from time to time, Sauce Labs shall support some or all of new versions at Sauce Labs' sole discretion. When a new version becomes supported by Sauce Labs, Sauce Labs may make new versions of Sauce Labs Supported Products available on Sauce Labs' website.

2.7 Supported Platforms. Support for the Sauce Labs Supported Products applies as follows:

(a) For Sauce OnDemand: Only for use on the platforms specified in the documentation provided by Sauce Labs for Sauce OnDemand.

(b) For Sauce Downloadable Product: Only for use on the platforms specified on the download page on Sauce Labs' website.

(c) For Selenium: Only for use on the platforms specified by the Selenium project.

3. Support Procedures

3.1 Incidents.

Customer shall obtain Support by reporting individual issues to Sauce Labs. Each individual issue reported to Sauce Labs shall be tracked from initial report through final resolution (each such issue, an "Incident"). Customer is entitled to the number of Incidents specified in the Support Matrix.

3.2 Submitting Incidents.

(a) Who May Submit Incidents.

Support is intended to provide assistance to individuals for issues and questions beyond what is covered in documentation and introductory material for the Sauce Labs Supported Products. Customers are expected to make every effort to ensure that the individuals that are designated as authorized contacts are qualified to internally support the Customer. To be qualified, these individuals should know the internal build systems, tools, policies, and practices in use by the Customer, and they should also be proficient users of the Sauce Labs Supported Product. Each such qualified contact is a "Contact".

Customer shall be entitled to designate the number of Contacts specified at the time of purchase. Customer is responsible for designating at least one authorized Contact at time of purchase of Support.

(b) How to Submit Incidents.

Customer may submit Incidents to Sauce Labs by a Contact through the Sauce Support Portal. The Support Matrix specifies which communication channels are available under each support plan offered by Sauce Labs.

(c) How to Report an Incident.

In order to expedite the resolution of Incidents, Sauce Labs expects that Customer will make every attempt possible to:

1. Verify that the Incident is reproducible on the approved platform(s) for the Sauce Labs Supported Product (as applicable).
2. Provide information necessary to help Sauce Labs track, prioritize, reproduce or investigate the Incident, such as: Customer name and organization.
3. A full description of the issue and expected results.
4. Category of issues: general question, defect, enhancement request, etc.
5. Steps to reproduce the issue and relevant data.
6. Any applicable log files or console output.
7. Exact wording of all issue related error messages.

3.3 Access to Data or Systems. In the course of investigating an Incident, a Sauce Labs Support Engineer may request certain supporting data in order to determine the cause of the event. When a reasonable request is made by a Sauce Labs SSE, the Customer Support Contact must provide this data in a reasonable time frame or else the Incident may be closed for lack of information, as determined by Sauce Labs in its sole discretion. Customer may not reopen a closed Incident but may submit a new Incident with additional information via email or the Support Portal. In some cases, a Sauce Labs SSE may request access to Customer's system in connection with addressing an Incident. The Customer may choose to grant or not grant this access, and the Customer is responsible for determining the level of security required to access that system and enforcement of that security.

3.4 Support Response and Incident Resolution.

(a) Sauce Incident Response.

For each Incident reported by Customer in accordance with these procedures, Sauce Labs shall:

1. Confirm receipt of the reported Incident within the response time specified on the Support Matrix.
2. Confirm the Priority Level for the Incident in accordance with the terms below.
3. Begin responding to the Incident within the response time specified on the Support Matrix.
4. Analyze the Incident and, as applicable, verify the existence of the problem(s) resulting in the Incident.
5. Give Customer direction and assistance in resolving the Incident.
6. Keep a record of ongoing communications with Customer.

(b) Resolution and Closure of Incidents.

Incidents shall be closed in the following manner:

1. For solvable issues, depending on the nature of the issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or advising Customer of an available software fix.
2. For unsolvable issues, Sauce Labs undertakes to provide an explanation why the issue is not solvable, and provide the reporting Customer suggestions for work-around or other ways to mitigate the issue.
3. If the Incident arises as a result of a bug created by Sauce Labs, as determined by Sauce Labs in its sole discretion, or if the Incident is an enhancement request, the total number of Incident tickets available to the Customer under the Support Matrix will not decrease.
4. In the event that any of the Sauce Labs Supported Products are customized to Customer's specifications, upon Sauce Labs' request, Customer agrees to reproduce the applicable issue in an Incident on a standard version of the Sauce Labs Supported Product.

3.5 Escalation Procedures. Customer may escalate the priority level of an Incident if Customer determines that the support request involves a time or system critical issue, an extremely complex problem, or an unreasonable amount of time has passed with no resolution. In the event that Customer is not satisfied with the level of support, Customer may notify Sauce Labs' Technical Support Manager. To contact Sauce Labs' Technical Support Manager, please send an email to support@saucelabs.com and ask to speak to the Technical Support Manager. Please specify the Incident ID number and the reason why the issue should be escalated. Customer may also call its Sales Representative. Sauce Labs' decision about the priority level of an Incident shall be binding and final.

3.6 Beta Releases and Support. Sauce Labs does not provide any Support for beta versions of Sauce Labs' products or services. However, Customers are encouraged to submit reports of problems with respect to beta products or features to Sauce Labs to help the Sauce Labs engineering team identify bugs and improve product development. Sauce Labs has no obligation to the Customer under this Support Policy with respect to any beta products or services, and Customer's submission of any support inquiry regarding any beta product or services shall not constitute an "Incident."