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 Orders or SOWs referencing the URL above may only be modified by a mutually signed amendment.

 

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

 

  • The objective of the program is to facilitate customer success by closely aligning a Couchbase Solutions Architect with Customer’s business to provide expert-level consulting throughout the duration of the SOW. Our Solutions Architects are proven field engineers and experts with deep knowledge of successful Couchbase project architecture, implementation, and cluster management strategies. In the ASA program, customers are assigned a Couchbase Solutions Architect to work closely in a consultative role with project teams from conceptualization through implementation, deployment, and post-production activities. The ASA program allows a Couchbase Solutions Architect to act as your embedded Couchbase expert, so that Customer may experience continuity between engagements and consistently high deployment quality.

  • Engagement Approach: Typically, a Couchbase Solutions Architect will get involved in pre-production discussions and will stay engaged during development, go-live and post-production for as long as you desire, subject to the Time and Duration. Ad-hoc project support will be provided as needed. Tasks requiring significant time commitments from either party will be scheduled in advance.

  • Time and Duration: The ASA services are provided as a pool consulting days estimated on a flexible days-per-week basis, ranging from 0.5 day/week to five days/week. The shortest engagement contract is 3 months and the longest is 1 year. The SOW will identify the number of consulting days purchased.

 

C. QuickStart Advisory Services Program

 

  • The objective of the engagement is to help Customer be as successful as possible with Couchbase as quickly as possible. A Couchbase consultant will supplement Customer’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 Customer’s application and discuss Customer’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 onsite engagement. Couchbase’s on-site engineer leads review of Customer’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.

 

D. Health Check

 

  • The objective of this engagement is to help Customer 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 Customer’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 Customer’s application and discuss Customer’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 Customer’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 6 hours of remote consulting time for questionnaire review and deliverable creation.

 

E. Consulting Day

 

  • Couchbase Consulting Day shall consist of on-site or remote consulting at Customer’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 Customer documentation, reports, and other tangible deliverables, which shall be referred to as “Deliverables”. There are two options for Customers for the consulting resource level of experience: consultant and senior consultant, depending on which option is stated in the SOW.

 

F. Architecture Review

 

  • The objective of this engagement is to help Customer 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 Customer architects and developers regarding planned applications, including the design principles needed for Customer’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 Customer’s application and discuss Customer’s desired focus of the Architecture Review engagement. Customer completes and returns an Architecture Review questionnaire provided by Couchbase ahead of the on-site engagement. Couchbase’s on-site engineer leads review of Customer’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 of up to 2 Consulting Days onsite 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.

G. Upgrade Service

 

  • The objective of the engagement is to provide customers 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 Customer 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 Customer’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 Customers. 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.

 

H. RDBMS Migration Accelerator

 

  • The objective of the RDBMS migration accelerator package is to assist the Customer in undertaking the journey of migration from RDMBS to Couchbase. The 5-day “hands-on” workshop is meant to give Customer advice on how to conduct a prototype implementation of data migrated from their existing RDBMS to Couchbase along with a single use case of data access to store and retrieve data using Couchbase’s SDK. The architecture, data modeling and migration effort undertaken in this RDBMS Migration Accelerator Workshop would help the Customer team assess not just the effort required for the long-term roadmap but also appreciate the reliability, scalability, and ease of use benefits that will be obtained with a Couchbase implementation.

  • Engagement Approach: The typical approach for an RDBMS Migration Accelerator Service engagement is as follows: An initial meeting is held remotely to understand the Customer’s use case, functional and non-functional requirements 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 Customers. 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 5 days (40 hours) of Couchbase Consulting Days on-site and remote.

 

I. Advanced N1QL Workshop  Onsite

 

  • This 4-day Advanced N1QL Workshop is conducted at a location of Customer's choosing goes into depth on key concepts for building, managing, and deploying N1QL queries and Global Secondary Indexes (GSI). The workshop includes 16 modules of N1QL content that is not available in any other course, numerous self-guided labs, hands-on exercises with each lesson, and a fully provisioned EKS environment for the duration of the workshop.

  • Engagement Approach: This workshop may be conducted onsite at Customer's location, at a remote learning center chosen by Couchbase, or in a virtual classroom / online setting.

  • Time and Duration: This workshop includes 4 days of instruction for up to 12 attendees. All travel and other expenses (“T&E”) incurred by the Couchbase instructors are included in the price.

 

J. Advanced N1QL Workshop  1 seat

 

  • This 4-day Advanced N1QL Workshop to be conducted is an offsite location or online/virtual classroom that goes into depth on key concepts for building, managing, and deploying N1QL queries and Global Secondary Indexes (GSI). The workshop includes 16 modules of N1QL content that is not available in any other course, numerous self-guided labs, hands-on exercises with each lesson, and a fully provisioned EKS environment for the duration of the workshop. T&E is not included in this price, and is the responsibility of Customer.

  • Engagement Approach: This workshop may be conducted at a remote learning center chosen by Couchbase, or in a virtual classroom / online setting.

  • Time and Duration: This workshop includes 4 days of virtual or in-person instruction for 1 attendee.

 

K. Advanced Operations Workshop  Onsite

 

  • This Advanced Operations Workshop is conducted at a location of Customer's choosing goes into depth on key concepts for sizing, deploying, managing, and troubleshooting Couchbase clusters. The workshop consists of modular content that is not available in any other course, numerous self-guided labs, hands-on exercises with each lesson, and a fully provisioned EKS environment for the duration of the workshop. The workshop has a limit of 12 attendees, and the price is inclusive of T&E.

  • Engagement Approach: This workshop may be conducted onsite at Customer's location, at a remote learning center chosen by Couchbase, or in a virtual classroom / online setting.

  • Time and Duration: This workshop includes 4 days of instruction for up to 12 attendees. All T&E incurred by the Couchbase instructors are included in the price.

 

L. Advanced Operations Workshop  1 seat

 

  • This Advanced Operations Workshop is conducted at a location of the Customer's choosing and goes into depth on key concepts for sizing, deploying, managing, and troubleshooting Couchbase clusters. The workshop consists of modular content that is not available in any other course, numerous self-guided labs, hands-on exercises with each lesson, and a fully provisioned EKS environment for the duration of the workshop. T&E is not included in this price, and is the responsibility of Customer.

  • Engagement Approach: This workshop may be conducted at a remote learning center chosen by Couchbase, or in a virtual classroom / online setting.

  • Time and Duration: This workshop includes 4 days of virtual or in-person instruction for 1 attendee.

 

 

II. General 

 

These apply to any Services purchased by Customer:

 

A. Deliverable: 

 

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

 

B. Assumptions and Client Responsibilities

 

  • If on-site Services apply, Customer will provide Couchbase’s on-site engineer with prompt access to all relevant Couchbase servers via SSH and the web administration interface.
  • Customer 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 (“Consulting Day”).
  • All onsite time is billable at a minimum of 1-day increments (8 hours), while all remote consulting time is billable at a minimum of 1-hour increments

 

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 Customer to determine project commencement.

 

D. Expenses

 

Couchbase’s reasonable travel and incidental expenses incurred in conducting on-site activities at Customer’s site (with the exception of travel expenses incurred as a result of the services set out in Sections 1 (I) and (L) above), shall be billable to and paid by Customer 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, then the Services are governed by the Enterprise Software License Agreement located at www.couchbase.com/ESLA05242016 with the following additional term:

 

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 Customer notifies Couchbase within thirty (30) days of the nonconformance. The foregoing shall be Customer’s sole and exclusive remedy for a breach of this warranty.