Description of Standard Services

Description of Standard Services

Note that this Description of Standard Services cannot be changed without a mutually signed amendment.  Couchbase will not in any way change the terms posted at the URL above.  Any SOWs referencing the URL above may only be modified by a mutually signed amendment. 

 

If Licensee (or “Client”) and Couchbase enter an Order or Statement of Work (collectively, “SOW”) which references the URL above, and states that Client is purchasing one or more of the standard services described below, Couchbase will use commercially reasonable efforts to provide to Client such services (“Services”), as described below.

 

 

I. Descriptions of Individual Standard Services: 

 


A. Technical Account Management (TAM): 

 

  • The objective of this engagement is to help Client get the most value from its deployment(s) using Couchbase Server, while building a stronger relationship with Couchbase. Typically a Couchbase TAM manager will get involved in pre-production discussions and stay engaged during go-live and post-production. Specifically this engagement may include: assistance with performance optimization and tuning, review of use cases by engaging at a technical level, sizing exercises and health checks, tracking and oversight of critical issues and escalation management, and preparing for critical business cycles.

 

  • Time and Duration: TAM services are available for a minimum engagement of 30 days, starting at 1 day per week and up to 5 days per week.  The SOW will identify the number of consulting days purchased.

 

 

B. QuickStart Advisory Services Program

 

  • The objective of the engagement is to help Client be as successful as possible with Couchbase as quickly as possible. A Couchbase consultant will supplement Client’s team by providing best-practice advice on topics including: application requirements, setting up a meaningful evaluation of Couchbase, installing and configuring Couchbase, developing an application using Couchbase, tuning and optimizing Couchbase for an application, devising & implementing performance measurement strategies, troubleshooting techniques, deploying an application into production and Couchbase monitoring and alerts

 

  • Engagement Approach: The typical engagement approach for a QuickStart engagement is as follows: An initial meeting is held to understand Client’s application and discuss Client’s desired focus of the QuickStart engagement. Couchbase will request pre-requisites based on the focus of the engagement, including architecture diagrams and configurations to prepare for the on-site engagement. Couchbase’s on-site engineer leads review of Client’s application, environment, and operational practices. Couchbase’s on-site engineer provides a deliverable document following the on-site engagement. Finally a follow-up web meeting shortly follows the on-site engagement to review the deliverable document and recommendations.

 

  • Time and Duration: This engagement provides up to 2 Consulting Days on-site and up to 10 hours of remote calls and discussions as required.

 

 

C. Health Check

 

  • The objective of this engagement is to help Client be as successful as possible with application and database deployment on Couchbase This includes a review of the Couchbase deployment architecture, application, and operational practices. Couchbase will work with Client’s architects and developers to assess changes needed in order to provide a performant, available, and functional service. Specifically this engagement will include: use case analysis, Couchbase topology review, server sizing exercise, and operational best practices review.

 

  • Engagement Approach: The typical engagement approach for a Health Check engagement is as follows. An initial meeting is held to understand Client’s application and discuss Client’s desired focus of the Health Check engagement. Couchbase will request pre-requisites based on the focus of the engagement, including architecture diagrams and configurations to prepare for the on-site engagement. Couchbase’s on-site engineer leads review of Client’s application, environment, and operational practices. Couchbase’s on-site engineer provides a deliverable document following the on-site engagement. Finally a follow-up web meeting shortly follows the on-site engagement to review the deliverable document and recommendations.

 

  • Time and Duration: This engagement provides a “short” option if up to 2 Consulting Days on-site and up to 6 hours of remote consulting time for questionnaire review and deliverable creation or 3 Consulting Days on-site and up to 10 hours of remote consulting time for questionnaire review and deliverable creation.  If this Service is selected, the SOW will identify which Service option will be provided.

 

 

D. Consulting Day

 

Couchbase Consulting Day shall consist of on-site or remote consulting at Client’s office. Such consulting days shall consist of general advice to be provided to customer relating to its use of the Couchbase product. During the course of providing Services, Couchbase may design, develop for or deliver to Client documentation, reports, and other tangible deliverables, which shall be referred to as “Deliverables”. There are two options for clients for the consulting resource level of experience: consultant and senior consultant, depending on which option is stated in the SOW.

 

 

E. Architecture Review

 

  • The objective of this engagement is to help Client be as successful as possible with application and database deployment on Couchbase. This includes a review of the planned architecture, applications and data modeling.  Couchbase will work with Client architects and developers regarding planned applications, including the design principles needed for Client’s efforts to implement architecture and a system that follows best practices and recommendations. Specifically this engagement will include: Use case analysis, data and document modeling, Couchbase topology review, server sizing exercise and operational best practices review.

 

  • Engagement Approach: The typical engagement approach for an Architecture Review engagement is as follows: An initial remote meeting is held to understand Client’s application and discuss Client’s desired focus of the Architecture Review engagement. Client completes and returns an Architecture Review questionnaire provided by Couchbase ahead of the on-site engagement. Couchbase’s on-site engineer leads review of Client’s application, environment, and operational practices. Couchbase’s on-site engineer provides a deliverable document following the on-site engagement. Finally a follow-up web meeting shortly follows the on-site engagement to review the deliverable document and recommendations.

 

  • Time and Duration: This engagement provides a “short” option if up to 2 Consulting Days on-site and up to 6 hours of remote consulting time for questionnaire review and deliverable creation or 3 Consulting Days on-site and up to 10 hours of remote consulting time for questionnaire review and deliverable creation.  If this Service is selected, the SOW will identify which Service option will be provided.

 

 

F. Upgrade Service:

 

  • The objective of the engagement is to provide clients clear guidance, best practices, and a specific plan for successfully upgrading their Couchbase deployments from one major version to the next, without disrupting the business. This service includes a walkthrough of the upgrade process customized to your deployment. Couchbase experts will work with client architects, administrators, and developers to assess and build an upgrade plan. 

 

  • Engagement Approach: The typical approach for an Upgrade Service engagement is as follows: An initial meeting is held remotely to understand the client’s application and discuss the desired focus of the engagement. Couchbase will request pre-requisites based on the focus of the engagement, including architecture diagrams and configurations to prepare for the on-site engagement. On-site engagement dates are planned and logistics are discussed with clients. The on-site engagement follows. All discussions will be confidential and information is collected only to help with upgrade recommendations. 

 

  • Time and Duration: This engagement provides up to a total of 2 days of Couchbase Consulting Days on-site. An additional 8 hours is included for deliverable creation and review. 

 

 

II. General 

 

 

These apply to any Services purchased by Client:

 

 

A. Deliverable: 

 

Couchbase will provide a report with all the recommendations reviewed with Client and any additional recommendations.

 

 

B. Assumptions and Client Responsibilities

 

  • If on-site Services apply, Client will provide Couchbase’s on-site engineer with prompt access to all relevant Couchbase servers via SSH and the web administration interface.

 

  • Client will provide access to at least one representative from their development and operations teams with knowledge of the Couchbase application and deployment topology during Couchbase’s on-site engagement.

 

  • A consulting day is up to a maximum of eight hours of consulting, which must be consumed at a minimum of four hour blocks (“Consulting Day”).

 

C. Resources

 

Upon SOW execution, Couchbase will schedule personnel and related resources.  The project start date may vary based on resource availability, which typically is at least four weeks after SOW signature.  Couchbase will work with Client to determine project commencement.

 

 

D. Expenses

 

Couchbase’s reasonable travel and incidental expenses incurred in conducting on-site activities at Client’s site shall be billable to and paid by Client upon receiving invoice with receipts (if requested). 

 

 

E. Governing Terms 

 

If a master services agreement (“MSA”) has been signed between the parties, such MSA will govern the Services. If the parties have not signed MSA the Services are governed by the Enterprise Software License Agreement located at www.couchbase.com/ESLA-11132015 with those additional terms:

 

Warranties. Couchbase represents and warrants that the Services provided hereunder shall be provided in a professional and workmanlike manner and the deliverables shall substantially conform to the descriptions specified in this SOW.  In the event of a breach of this warranty, Couchbase shall use commercially reasonable efforts to re-perform the applicable Services or re-deliver the applicable deliverables, provided that Client notifies Couchbase within thirty (30) days of the nonconformance. The foregoing shall be Client’s sole and exclusive remedy for a breach of this warranty.

 

 

DoS v1 01-Feb-2016