This Ping Identity Support Policy (this "Policy") describes Ping Identity’s Support Services, as referenced in the agreement between Ping Identity Corporation ("Ping Identity") and the entity identified in the applicable Order Form (“Customer”), that governs Customer’s access to the Ping Identity Products.

1.   Responsibilities.

1.1     During the Subscription Term, Ping Identity shall, in accordance with Section 2 of this Policy:

(a)  provide Customer access to all generally available updates, upgrades, enhancements, fixes, and new versions of the Software;

(b)  respond to and Resolve all Errors;

(c)  maintain Uptime Availability for the Service of 99.99%;

(d)  provide unlimited telephone support to Customer during all Support Hours; and

(e)  provide Customer with online access to a support portal ("Support Portal"). The Support Portal may include a case submission form, case status and history, security advisory history, license history, access to download licensed Products, knowledge base articles, and Documentation.

1.2  During the Subscription Term, Customer shall:

(a)  provide prompt notice of any Errors via the Support Portal (each, a "Support Request"). Customer shall include in each Support Request a description of the reported Error and the time Customer first observed the Error;

(b)  cooperate and assist Ping Identity in Resolving the Support Request by taking any reasonably necessary actions that Ping Identity may request, including but not limited to, reproducing operating conditions similar to those present when Customer detected the Error and providing relevant data, documents, and information;

(c)  designate in writing to Ping Identity certain individual(s) at Customer who will provide timely and accurate information to Ping Identity in connection with a Support Request or Support Services;.

(d)  notify Ping Identity reasonably in advance of any material modifications or adaptations to the configuration or implementation of the Ping Identity Products.This includes, without limitation, integration of third-party resources or changes that could affect volume or throughput, such as adding a significant number of applications or a significant enrollment event; and

(e)  test any planned upgrades in lower environments prior to a production upgrade.

2.  Customer Support and Severity Levels The Support Services details and levels are set forth below. Ping Identity shall respond to Support Requests in accordance with the applicable Severity Level and Response Time. The Response Times are measured only during Support Hours. Ping Identity will use commercially reasonable efforts to Resolve the Support Request in a prompt manner following its receipt of the Support Request, taking into account the Severity Level of the Error. Unless Customer has purchased an active subscription for Select, Premium or Elite, Customer will be entitled to Base Support. More details can be found here: https://www.pingidentity.com/en/support.html.

3.  Supported Releases for Products. Ping Identity provides Support Services for the versions of the Products as set forth in its End of Life Policy located at: https://www.pingidentity.com/en/legal/end-of-life-policies.html (the “End of Life Policy”).

4.  Exclusions. Custom Developments and Out-of-Scope Services are not subject to this Policy. Ping Identity shall provide Support Services for Custom Developments and Out-of-Scope Services only upon the mutual written agreement between Ping Identity and Customer, including any fees related thereto. In addition, Ping Identity may offer optional value-added functions, features, or other capabilities related to the Products for a separate fee, and any such items are not automatically provided with the base Product under Section 1.1(a) of this Policy.

5.  Supplemental Terms for Single Tenant. The supplemental support terms for any Services that are provided by Ping Identity as a dedicated single-tenant solution (as opposed to multi-tenant SaaS) located at: https://www.pingidentity.com/en/legal/support-policy-addendum-pingone-as.html are incorporated into this Policy in the event Customer has purchased any such Service.

6.  Customer Success. Customers in the Select, Premium and Elite support tiers will be assigned a Customer Success resource (“CSx”). The CSx shall function as a management-level liaison and point of contact between Customer’s organization and the different teams within Ping Identity.

6.1.   The CSx will provide the services set forth in the table under Section 2 above. Specific details, including but not limited to timing, scheduling, and determining the number of specific meetings or sessions, are subject to Customer support level as well as the CSx’s reasonable discretion taking into account Customer’s particular circumstances, Customer’s reasonable requests, and any other relevant factors.

6.2.   The CSx will be available Monday through Friday during regular business hours (or after hours if coordinated accordingly) as reasonable taking into account location and availability.

6.3.   The following services are expressly excluded from the CSx services hereunder:

(a) A CSx is not a technical resource and will not work on Customer’s technical issues, but they can interface with the support team to convey prioritization of Customer issues and/or escalation of open tickets;

(b) A CSx will not manage projects for Customer but can assist in providing recommendations to Customer as well as inform internal Ping Identity teams on Customer’s project timelines; and

(c) A CSx is not a support contact. Customer’s first point of escalation for Errors is the Support Portal.

7.  Technical Account Manager.  If Customer has purchased Elite support, the supplemental terms and conditions located at: https://pingidentity.com/en-us/docs/legal/tam-online-addendum are hereby incorporated into this Policy.

8.  Definitions. Capitalized terms used in this Policy shall have the meaning ascribed to such terms as set forth below or as otherwise defined in this Policy. Any capitalized terms not otherwise defined in this Policy shall have the meanings given to such terms in the main license or subscription agreement between Ping Identity and Customer (a "Main Agreement").

8..1  "Business Day" means Monday through Friday, excluding weekends.

8.2  "Core Components"means those aspects of the Service that if unavailable would result in the complete interruption of a production system that impacts all users where no viable workaround exists.

8.3  "Custom Developments" mean custom software, materials, or solutions designed to interact with the Products developed by (a) Customer, with or without Ping Identity’s assistance, including the use of application programming interfaces (APIs) or other development tools related to the Products; or (b) Ping Identity for the benefit of Customer.

8.4  "Customer Cause" means: (a) any negligent or improper use (including improper installation or implementation), misapplication, misuse or abuse of, or damage to, the Products by Customer or any of its Representatives; (b) any maintenance, update, improvement or other modification to or alteration of Products by Customer or its Representatives that was not specifically authorized in writing by Ping Identity; (c) any use of the Products by Customer or its Representatives in a manner inconsistent with the then-current Documentation; (d) any use by Customer or its Representatives of any third-party software, computer hardware, network hardware, electrical, telephone, wiring and all related accessories, components, parts and devices that Ping Identity has not provided to Customer; (e) any use by Customer or its Representatives of a version of the Products that is not supported under the End of Life Policy; or (f) any issue caused by Customer’s information technology infrastructure, including computers, software, databases, electronic systems (e.g., database management systems) and networks.

8.5  "Error" means any reproducible failure of the Products to operate in all material respects in accordance with the then-current Documentation, provided that the issue is not due to a Customer Cause.

8.6  "Out-of-Scope Services" means any of the following: (a) any services requested by Customer for Products for which Customer has not purchased or paid for Support Services; (b) any services requested by Customer in connection with any apparent Error that Ping Identity determines in its reasonable discretion to have been caused by a Customer Cause; or (c) any other services that Customer and Ping Identity may from time to time agree in writing are not included in the Support Services.

8.7  "Representative" means any employee, contractor, or agent of Customer or an Affiliate of Customer.

8.8  "Resolve", "Resolved", "Resolution" and correlative capitalized terms mean that Ping Identity has corrected the Error, whether by a work-around or any other reasonable means, that prompted that Support Request.

8.9   "Response Time” means the time from when Ping Identity receives a Support Request until Ping Identity has acknowledged receipt of that Support Request.

8.10  "Severity Level" means the level of severity assigned to an Error. Ping Identity shall assign the respective Severity Level to an Error, subject to the parties’ written agreement to revise such designation after Ping Identity’s investigation of the reported Error and consultation with Customer.

8.11  "Severity Level 1" means the Error results in complete interruption of a production system that impacts all or a majority of users and no viable workaround exists, or an event that impacts Uptime Availability. Customer may call Ping Identity to report a Severity Level 1 Error.

8.12  "Severity Level 2" means the Error does not impact Uptime Availability, but has a severe impact on performance, important services/components are not functioning, or a subset of users cannot access necessary functionality in a production system.

8.13  "Severity Level 3" means the Error (i) has a low impact on a small number of users in a production environment; or (ii) impacts a non-production environment; or (iii) general how-to questions for when a minor issue is impacting usability or administration of an environment.

8.14  "Severity Level 4" means Customer is informing Ping Identity about a minor problem or enhancement request for which feedback is not required.

8.15  "Support Hours" means (a) for Base level support: 24x7 for Support Requests related to Severity 1 Errors, and normal business hours on Business Days for Support Requests related to Severity 2, Severity 3 and Severity 4 Errors; (b) for all other support levels: 24x7 for Support Requests related to Severity Level 1 and Severity Level 2 Errors, and normal business hours on Business Days for Support Requests related to Severity 3 and Severity 4 Errors.

8.16  "Uptime Availability" means the uptime of the Core Components of the Service, measured per calendar year. Uptime Availability does not include downtime that results from a Customer Cause or a Force Majeure Event.