Version: 6.0 · Effective Date: \[BC6 Launch Date\] · Last Updated: \[BC6 Launch Date\]
This Public BaaS Support Agreement (“Support Agreement”) is entered into between bitHeads Inc. (“brainCloud”, “Provider”, “we”, “our”, or “us”) and the applicable customer (“Customer”).
This Support Agreement forms an optional addendum to the brainCloud Terms of Service and applies only to Customers who have subscribed to a qualifying Public BaaS Support Plan.
Capitalized terms not defined in this Support Agreement have the meanings assigned in the Terms of Service.
brainCloud may offer one or more paid support plans for Public BaaS customers.
Available Support Plans may include:
Support Plans, pricing, response targets, and included services are described in the applicable Support Plan Schedule.
Support Services are intended to assist Customers with the use of the brainCloud Public BaaS platform.
Support may include:
Support may be provided through:
Availability of specific support channels depends upon the Customer’s Support Plan.
Security incidents, security concerns, and vulnerability reports may be handled through separate security reporting procedures and are not necessarily processed through ordinary support workflows.
Certain Support Plans may require minimum service levels, production deployments, minimum monthly spend thresholds, or other eligibility requirements determined by brainCloud from time to time.
Support response targets are set forth in the applicable Support Plan Schedule.
Response targets represent initial acknowledgement objectives only.
Unless expressly agreed in writing, support response targets do not constitute commitments regarding:
brainCloud will use commercially reasonable efforts to investigate and respond to support requests consistent with the Customer’s Support Plan.
Support Plans do not provide service credits, refunds, rebates, or other compensation for failure to meet support response targets unless expressly agreed in writing.
Support Services do not include:
brainCloud may separately offer professional services, consulting services, migration services, implementation services, or development services under separate agreements.
Customer shall:
Failure to provide reasonably requested information may delay support activities.
Customer should avoid providing production credentials, payment information, personal information, authentication secrets, or other sensitive information unless reasonably necessary for support purposes.
brainCloud may modify Support Plans, pricing, included services, response targets, support channels, or support features from time to time.
Material modifications affecting active subscriptions will be communicated in advance where reasonably practicable.
This Support Agreement remains effective while Customer maintains an active Support Plan subscription.
Either party may terminate this Support Agreement upon thirty (30) days written notice unless otherwise specified in the applicable Support Plan.
Termination of a Support Plan does not terminate the underlying Terms of Service.
Upon termination, brainCloud’s obligation to provide Support Services ceases.
Support Plan fees are payable in accordance with the applicable Support Plan Schedule and the Terms of Service.
Unless otherwise specified:
To the maximum extent permitted by law, brainCloud’s aggregate liability arising from Support Services shall not exceed the fees paid by Customer for the applicable Support Plan during the two (2) months immediately preceding the event giving rise to the claim.
All exclusions, limitations, disclaimers, and liability provisions contained in the Terms of Service apply to this Support Agreement.
Support Services may include discussion of future product concepts, roadmap items, feature requests, or potential enhancements.
Any roadmap information is provided solely for informational purposes.
Nothing in a Support Plan, support communication, roadmap preview, support ticket, support discussion, or feature request shall create an obligation for brainCloud to deliver any particular functionality, feature, enhancement, timeline, or release.
This Support Agreement incorporates by reference the Terms of Service.
In the event of a conflict between this Support Agreement and the Terms of Service, this Support Agreement shall govern solely with respect to Support Services.
This Support Agreement may be updated from time to time in accordance with the Terms of Service.
This Support Agreement is intended solely for the benefit of brainCloud and the applicable Customer and creates no rights in favor of any third party.
SCHEDULE A
PUBLIC BAAS SUPPORT PLANS
This Schedule forms part of the brainCloud Public BaaS Support Agreement.
Support Plans are available only to eligible Public BaaS customers and are subject to the Terms of Service, Service Level Agreement, and Support Agreement.
Support response targets represent initial acknowledgement objectives only and do not constitute commitments regarding issue resolution, bug fixes, feature delivery, or roadmap commitments.
Support requests are assigned a severity level by brainCloud based upon the operational impact of the issue.
| Severity | Definition |
|---|---|
| Severity 1 (Critical) | Production outage or severe production issue causing significant customer-facing impact or preventing normal operation of a live application. |
| Severity 2 (High) | Major functionality is impaired, development is blocked, or a significant operational issue exists that materially affects use of the Services. |
| Severity 3 (Medium) | Non-critical functionality is impaired, development is partially impacted, or investigation of a previous production issue is required. |
| Severity 4 (Low) | General questions, usage guidance, feature requests, documentation requests, enhancement requests, or informational inquiries. |
brainCloud reserves the right to determine and reclassify the severity of support requests based upon actual operational impact, available information, and investigation results.
Unless otherwise specified:
Business Hours 9:00 AM – 9:00 PM Eastern Time Monday through Friday Excluding Canadian statutory holidays.
Developer Support is included with eligible Developer-tier Public BaaS accounts and is provided on a best-effort basis:
Basic Support is designed for commercial teams requiring additional guidance, architectural assistance, and responsive support during development and operation of their applications.
Basic Support is currently priced at:
• $150 USD per month; or • five percent (5%) of monthly brainCloud charges,
whichever amount is greater.
| Severity | Initial Response Target |
|---|---|
| Severity 1 | 8 Hours (24×7) |
| Severity 2 | 2 Business Days |
| Severity 3 | 2 Business Days |
| Severity 4 | Best Effort |
Architecture guidance and reviews are advisory in nature and do not constitute engineering design approvals, warranties, or guarantees.
Production Support is designed for customers operating live applications requiring enhanced responsiveness and operational assistance.
Production Support is currently priced at:
• $500 USD per month; or • ten percent (10%) of monthly brainCloud charges,
whichever amount is greater.
| Severity | Initial Response Target |
|---|---|
| Severity 1 | 2 Hours (24×7) |
| Severity 2 | 1 Business Day |
| Severity 3 | 1 Business Day |
| Severity 4 | Best Effort |
All Basic Support Services, plus:
Architecture guidance and reviews are advisory in nature and do not constitute engineering design approvals, warranties, or guarantees.
Account Representatives facilitate communication, planning, coordination, and advocacy and are not dedicated engineering resources.
Priority Support is designed for strategic customers, enterprise customers, publishers, and teams requiring hands-on engagement, accelerated support, and greater influence on brainCloud’s evolution.
Priority Support is currently priced at:
• $1,000 USD per month; or • fifteen percent (15%) of monthly brainCloud charges,
whichever amount is greater.
| Severity | Initial Response Target |
|---|---|
| Severity 1 | 1 Hour (24×7) |
| Severity 2 | 4 Hours (Business Hours) |
| Severity 3 | 4 Hours (Business Hours) |
| Severity 4 | 1 Business Day |
All Production Support Services, plus:
Migration Planning Assistance does not include migration execution, custom development, data migration services, or professional services unless separately agreed.
Priority Support does not provide dedicated engineering resources, reserved development capacity, guaranteed implementation services, or guaranteed feature development.
Participation in feature request prioritization discussions does not guarantee implementation, scheduling, prioritization, or delivery of requested features.
brainCloud may escalate support requests through multiple levels of personnel depending on severity and complexity.
Escalation levels may include:
Escalation paths may vary depending upon the nature of the issue.
Slack channels are provided as a convenience communication mechanism.
Slack availability does not modify response targets, support obligations, or service commitments.
Hotline access is intended solely for Severity 1 and Severity 2 operational issues.
brainCloud reserves the right to redirect non-emergency requests through standard support channels.
Account Representatives facilitate communication, planning, coordination, and advocacy.
Account Representatives are not dedicated engineering resources.
brainCloud may require support requests to be submitted through designated channels and may reclassify, defer, consolidate, or reject support requests that are duplicative, abusive, outside the scope of the applicable Support Plan, or otherwise inconsistent with reasonable support operations.
brainCloud may close support requests when:
Support Services do not include:
Such services may be available separately through Professional Services engagements.
Support Plans are intended to support normal operational use of the Services. brainCloud reserves the right to reasonably limit excessive use of support resources, repeated requests outside the scope of the applicable Support Plan, or requests requiring substantial engineering effort.
Roadmap previews, discussions, planning sessions, and feature request reviews are provided for informational purposes only.
Nothing contained in roadmap discussions, support interactions, planning sessions, presentations, or support communications creates any obligation for brainCloud to deliver specific functionality, features, timelines, or releases.
Current Support Plan pricing, eligibility requirements, included services, and support features are published on the brainCloud pricing page at https://getbraincloud.com/pricing.
brainCloud may modify Support Plan pricing, eligibility requirements, support features, included services, support channels, or response targets from time to time in accordance with the Support Agreement and Terms of Service.
Enterprise, custom, strategic, or negotiated support arrangements may be governed by separate written agreements.
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