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SOLARWINDS FEDERAL PREMIUM SUPPORT ADDENDUM

This Addendum (“Addendum”) complements the SolarWinds Support and Maintenance Terms (“Support Terms”) applicable to SolarWinds software licensed under the SolarWinds End User License Agreement (“EULA”; together the Support Terms and the EULA are the “Agreement”) accepted by and between you, either an individual or an entity, and your Affiliates (“You”) and SolarWinds Worldwide, LLC (“SolarWinds”) to coincide with your current SolarWinds support term as identified in your Order Form (“Effective Date”). Levels 4 and 5 Federal Premium Support, defined below, are performed by and contracted between You and Monalytic, Inc, a SolarWinds company (“Monalytic”) subject to the Agreement.

All capitalized terms will have the meaning given to such terms in the Agreement unless a different meaning is provided in this Addendum. In addition to the Support Agreement, the parties agree that the following terms shall apply to Your purchase of Federal Premium Support. If there is a conflict between this Addendum and the Agreement, the Addendum shall control.

SolarWinds Federal Premium Support

Upon receipt, processing, and invoicing of an order for Federal Premium Support and subject to the terms of this Addendum and the Agreement, SolarWinds or Monalytic will provide You during the Federal Premium Support Term (defined below) with the additional support for the applicable Software licenses based on the level of Federal Premium Support to which You have enrolled (“Federal Premium Support”). Levels 4 and 5 Federal Premium Support are provided and invoiced by Monalytic.

Applicability

Federal Premium Support is only available for Your SolarWinds Software licenses under active maintenance and support. Federal Premium Support is tied to one SolarWinds account number. You must have Federal Premium Support for each account to which Federal Premium Support will apply.

Definitions

Priority Designation Categories

SolarWinds defines support cases subject to the following priority designation codes:

P1 is defined as Critical/Organization Down – Customer’s production use of SolarWinds Software is stopped or so severely impacted that no User can reasonably continue to use or access the software. Critical requests have one or more of the following characteristics: a) data corruption b) SolarWinds Software hangs causing unacceptable delays or c) the SolarWinds Software is inaccessible to all Users.
P2 is defined as High – Customer experiences a disruptive loss of use of the SolarWinds Software. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
P3 is defined as Medium – Customer experiences moderate to minor loss of use of the SolarWinds Software or a feature/operation generated a result that was not expected. The impact is isolated and an inconvenience, however, use and access to SolarWinds Software can continue.
P4 is defined as Low – Customer requests information, an enhancement, or documentation clarification regarding SolarWinds software but there is no impact on the use or access of SolarWinds Software.

Services Personnel Categories

The following categories of personnel are used in the provision of Federal Premium Support

U.S.–Based Support Engineer–This is a Support Engineer whose work location is physically within the United States of America. A U.S.-Based Support Engineer may or may not be a U.S. Citizen for whom SolarWinds has verified eligibility to work in the U.S.
U.S. Citizen Support Engineer– This is a Support Engineer who is confirmed as a U.S. Citizen after verification of one of the following documents by SolarWinds:
- United States Passport or ID card
- United States Birth Certificate showing that the Support Engineer was born in the United States
U.S. Citizen Support Engineer with Security Clearance – These are Support Engineers who hold an active TS/DOD Security Clearance issued and maintained by the U.S. Department of Defense

On-Demand Access

Based on the level of Federal Premium Support to which You have enrolled, if You have On-Demand Access to specialized Support Engineers, You may make the request for the specialized resource when creating the service request either through a case comment or by calling into our support phone line and requesting the specialized Support Engineer to work on Your service request based on your Federal Premium Support plan. If You are eligible for On-Demand access but the caller does not make such a request or waives use of the specialized Support Engineer will not be routed to a specialized resource.

Joined Technical Review (JTR)

Joined Technical Review (“JTR”) is a customer-requested service (eligibility is based on the level of Federal Premium Support) where the You and Your designated SolarWinds expert perform a review of Your SolarWinds environment for detecting inefficiencies and optimization opportunities. Customers that need to schedule a JTR will request the service through a support case and their designated SolarWinds/Monalytic expert will work with the customer’s designated contacts to schedule the JTR session.

On-Demand Maintenance Window Coverage

On-Demand Maintenance Window Coverage is a proactive service where SolarWinds or Monalytic assigns a Support Engineer to be on standby during a customer’s maintenance window to assist with any issue that the customer may experience during the maintenance window. Customers with a Federal Premium Support Plan with On-Demand Maintenance Window Coverage and requiring maintenance window coverage must request the service through a support case or by phone. Upon request, SolarWinds or Monalytic will provide the contact information of the assigned support engineer for the maintenance window coverage who will work alongside the customer’s technical for up to ONE hour during the maintenance window. Customers requiring more than one hour of assisted maintenance window coverage should consider separately purchasing Monalytic deployment services.

Federal Premium Support Service Hours

U.S. Business Hours
- North America: 7am – 7pm (CST) Monday to Friday
After U.S. Business Hours
- North America 7PM to 7AM (CST) Monday to Friday
- 24 Hours during Weekends beginning 7PM (CST) Friday through midnight to 7AM Monday (CST) and U.S. Holidays

Levels of Federal Premium Support

Federal Premium Support is available at five different levels to meet a wide variety of customer needs. The details of each service level are shown in Table 1. The level of Federal Premium Support is reflected in your Order Form. You may elect to increase your level during a term, and SolarWinds or Monalytic (or your reseller) will prorate the fees from the effective date of such increase through the end of your current support term. You may elect to decrease your Federal Premium Support, but no refund or adjustment will be provided.

Term & Termination or Expiration

Term. Federal Premium Support starts: (a) on the day SolarWinds or Monalytic invoices You for Federal Premium Support, or (b) if You are purchasing Federal Premium Support through a reseller, the day SolarWinds or Monalytic notifies You in writing (including electronic communications) that Your order for Federal Premium Support has been processed, and ends on the date the Federal Premium Support expires unless sooner expired or terminated in accordance with this section (“Federal Premium Support Term”).
Expiration. Federal Premium Support will automatically expire without notice if You fail to maintain active maintenance and support for all applicable SolarWinds software licenses receiving Federal Premium Support or after the Federal Premium Support Term ends and is not renewed. For clarity, SolarWinds/Monalytic will continue to provide Federal Premium Support to all other applicable licenses that remain under active maintenance and support during the Federal Premium Support Term.
Termination. SolarWinds or Monalytic may terminate this Addendum upon fifteen (15) days prior written notice for any material default or breach of this Addendum or the Agreement, unless You have cured such failure or default within such period, or immediately if SolarWinds/Monalytic terminates the Agreement for Your breach. However, there will be no cure period for a breach of the license restrictions contained in the EULA or if You misappropriate or infringe SolarWinds’ or Monalytic’s intellectual property rights.

Exclusions

Regarding Federal Premium Support, SolarWinds/Monalytic is not obligated to (a) provide any support other than what is offered under the Support Agreement and this Addendum; (b) perform Federal Premium Support if You fail to pay all fees when due or fails to perform its obligations under this Addendum; or (c) perform (i.e., take control of Your environment) onboarding on Your behalf. You acknowledge that Federal Premium Support does not include developing custom scripts, templates, or queries; analyzing or troubleshooting performance issues resulting from or related to third party products, such as SQL or OS performance issues; nor will SolarWinds take control of Your environment to perform full installations, configurations, migrations, or upgrades. SolarWinds will not go on-site to perform any support offered under this Addendum.

Table 1. Federal Premium Support Service Levels

Category	Federal Premium Support 1	Federal Premium Support 2	Federal Premium Support 3	Federal Premium Support 4	Federal Premium Support 5
Provider	SolarWinds	SolarWinds	SolarWinds	Monalytic	Monalytic
Technical Support	– 24×7 access to phone and web support – Software updates – Thwack community access – 1 hour response time for P1 cases – 8-hour response time for P2 cases	– 24×7 access to phone and web support – Software updates – Thwack community access – 30 min response time for P1 cases – 4-hour response time for P2 cases	– 24×7 access to phone and web support – Software updates – Thwack community access – 30-min response time for P1 cases – 2-hour response time for P2 cases – Skip-tier to L2 – Named escalation manager (US-Based)	– 24×7 access to phone and web support – Software updates – Thwack community access – 30-min response time for P1 cases – 1-hour response time for P2 cases – Skip-tier to L2 – Named escalation manager (US Citizen)	– 24×7 access to phone and web support – Software updates – Thwack community access – 30-min response time for P1 cases – 1-hour response time for P2 cases – Skip-tier to L2 – Named escalation manager (US Citizen with security clearance)
Self-Help Services	– Access to Customer Success Center – Knowledge Base articles – Best practice content – Global search – Digital Health Checks	– Access to Customer Success Center – Knowledge Base articles – Best practice content – Global search – Digital Health Checks	– Access to Customer Success Center – Knowledge Base articles – Best practice content – Global search – Digital Health Checks	– Access to Customer Success Center – Knowledge Base articles – Best practice content – Global search – Digital Health Checks	– Access to Customer Success Center – Knowledge Base articles – Best practice content – Global search – Digital Health Checks
Success Services	– Up to 4 Maintenance Window and upgrade assistance	– Up to 6 Maintenance Window and upgrade assistance – Trusted advisors – Expert-driven Health Checks – Proactive Engagement	– Up to 8 Maintenance Window and upgrade assistance – Trusted advisors – Expert-driven Health Checks – Proactive Engagement – Assigned Customer Success Manager (US-Based)	– Up to 12 Maintenance Window and upgrade assistance – Trusted advisors – Expert-driven Health Checks – Proactive Engagement – Assigned Customer Success Manager (US Citizen)	– Up to 15 Maintenance Window and upgrade assistance – Trusted advisors – Expert-driven Health Checks – Proactive Engagement – Assigned Customer Success Manager (US Citizen with security clearance)
Federal Premium Services Team	– Cases are worked by our Global Support Engineers on a 24-hour basis – On-Demand Access to U.S. Based Engineers during U.S. business hours	– Cases are worked by our U.S.-Based Engineers during U.S. business hours – On-Demand Access to US Based Engineers on call after U.S. business hours, holidays, and weekends	– Cases are worked by U.S. Citizen Engineers during U.S. business hours – On-Demand Access to U.S. Citizen Engineers on call after U.S. business hours, holidays, and weekends – Up to 4 Joint Technical and Business Reviews per year	– Cases are worked by U.S. Citizen Engineers during U.S. business hours – Default access to U.S. Citizen Engineers on call after U.S. business hours, holidays, and weekends. – Up to 8 Joint Technical and Business Reviews per year	– Cases are worked by US citizen engineers with DoD security clearance during U.S. business hours – On-demand access to US citizens with DoD security clearance after U.S. business hours, holidays, and weekends. – Up to 12 Joint Technical and Business Reviews per year
Training and Certification*	– Virtual and In-person Classes – SolarWinds Academy classes – SolarWinds Certified Professional classes	– Virtual and In-person Classes – SolarWinds Academy classes – SolarWinds Certified Professional classes	– Virtual and In-person Classes – SolarWinds Academy classes – SolarWinds Certified Professional classes	– Virtual and In-person Classes – SolarWinds Academy classes – SolarWinds Certified Professional classes	– Virtual and In-person Classes – SolarWinds Academy classes – SolarWinds Certified Professional classes

*Some courses are subject to additional fees