Exhibit A-1: Support Terms
Support for the Kentik Service (“Support”) is available through Infoblox’s helpdesk and customer support portal, which includes user guides and knowledge articles. Support is provided in English and covers product features, troubleshooting and diagnosis, configuration guidance, and Workarounds (when applicable). Infoblox will use commercially reasonable efforts to deliver Support in a professional, workmanlike manner. Each request (phone or web) receives a unique case number for ongoing correspondence. Infoblox will use reasonable efforts to correct or provide a Workaround for any incident reported by Customer in the current unmodified release of the Kentik Service, in accordance with the tier assigned by Infoblox.
Support Level. The Kentik Service is offered at a single support level. Support entitlements purchased for other Infoblox Products or Services, including Premium and Elite maintenance, do not apply to the Kentik Service.
Support Hours. Support coverage depends on the tier assigned to the request. For requests designated P0 or P1 (Severity 1), Support is available 24x7, including on Infoblox-observed holidays. For all other requests, Support is available 24x5, meaning continuously from 12:00 a.m. Monday through 11:59 p.m. Friday, Eastern Time, excluding Infoblox-observed holidays.
Measurement of Response Targets. Initial response targets are measured in elapsed hours from the time Customer submits a Support request and run only during the coverage window applicable to the assigned tier. For requests outside the 24x7 tiers, any portion of a target that would fall outside the 24x5 window is suspended and resumes at the start of the next coverage period.
Scope of 24x7 Coverage. 24x7 availability for P0 and P1 (Severity 1) requests means intake, acknowledgment, triage, and escalation of the request. It does not constitute a commitment that engineering or development resources will be engaged, or that any incident will be diagnosed, worked, or resolved, outside the 24x5 window.
Target Response for Support
Infoblox will assign each Support request a tier designation as set out in the table below. Tier definitions reference Primary Functionality Pages and Secondary Functionality Pages as identified in the Documentation.
| Tier | Definition | Initial Response Target | Commitment (Infoblox and Customer) |
| P0 Emergency | Complete loss of service to multiple Primary Functionality Pages, or the Kentik Portal is completely inaccessible. No reasonable Workaround exists. | 2 hours (24x7) | Necessary resources to resolve the issue or evaluate possible Workarounds. |
| P1 / Sev 1 | Kentik Service down or critically impacted. Primary Functionality Pages completely broken or down with widespread impact, or queries not working on a multi-feature or widespread basis. No reasonable Workaround exists. | 2 hours (24x7) | Necessary resources to resolve the issue or evaluate possible Workarounds. |
| P2 / Sev 2 | Kentik Service operation affected but not down; impact may be high. Primary Functionality Pages impacted with a possible Workaround, or Secondary Functionality Pages impacted with widespread impact and no reasonable Workaround. | 4 hours (24x5) | Resources during the applicable coverage window to resolve the issue or assess Workarounds. |
| P3 / Sev 3 | Moderate to negligible impact to the Kentik Service; little or no business impact. Includes reproducible data quality issues and intermittent issues for which a reasonable Workaround exists. | 12 hours (24x5) | Resources during the applicable coverage window to restore operation to satisfactory levels. |
| P4 / Sev 4 | Requests for information, documentation issues, and cosmetic or interface issues that do not affect data, results, or the ability to use a feature. | 12 hours (24x5) | Request-dependent. |
| Feature Request | Request for a new feature or extended functionality. | 48 hours (24x5) | Request acknowledged and logged. |
Remote Diagnostics. Effective support may require online diagnostics using Infoblox or third-party remote tools. Customer will provide reasonable remote access and may require adherence to Customer-provided security policies for such access.
No Installation. Support does not include implementation planning, installation, or configuration services. These are Professional Services and may be purchased separately.
Authorized Contacts. Customer will designate “Authorized Contacts” to interact with the Infoblox Global Support Center via the support website or telephone. Authorized Contacts receive unique Support portal logins and serve as the primary contacts between Customer and Infoblox. Customer will keep its list of Authorized Contacts current.
Onsite Services. Onsite services are not included in Support and may be purchased separately. Infoblox is not obligated to maintain local service centers or stocking/training locations outside the United States.
Customer Cooperation. Upon request, Customer will provide: (i) a general description of the operating environment; (ii) a list of relevant hardware, operating systems, and networks; (iii) a reproducible test case; and (iv) log, trace, and system files. For P0 and P1 (Severity 1) requests, Customer will provide continuous access to appropriate Customer personnel and to any third-party software or hardware interacting with the Kentik Service during Infoblox’s response; if Customer does not, Infoblox may change the tier designation of the request. Failure to provide needed information may impede diagnosis or resolution and relieves Infoblox of Support obligations to the extent actually impeded.
Limitations. Resolution of every issue is not guaranteed, and the targets above are initial response targets only. If Infoblox determines a defect exists, Infoblox may provide a remedy in the form of a Workaround. Customer must supply sufficient information (e.g., logs, configurations, error messages) to reproduce and resolve incidents. Infoblox has no obligation to provide Support to the extent a problem results from (i) the Kentik Service being altered, damaged, or modified by Customer or its agents; (ii) Customer’s negligence, hardware malfunctions, or other causes beyond Infoblox’s reasonable control; (iii) use of the Kentik Service in breach of the Agreement; or (iv) any failure that cannot be reproduced by Infoblox.
Support begins on the Infoblox purchase order book date (“Book Date”) and continues for the period specified in the contract notification emailed to Customer upon provisioning or renewal.
Workaround: A temporary solution to an error implemented by Infoblox (or enabled for customers) that restores functionality in line with the Documentation.
Primary Functionality Pages / Secondary Functionality Pages: The Kentik Service pages and features identified as such in the Documentation.
Exhibit A-2: Service Availability and Service Credits (Kentik Service)
Availability Commitment. Infoblox will use commercially reasonable efforts to make the Kentik Service operational and available at a Monthly Uptime Percentage of at least 99.9% in each calendar month (“Service Availability”). If the Monthly Uptime Percentage falls below the Service Availability target and Customer meets the requirements in this Exhibit, Customer is eligible for the Service Credits shown below. Service Availability calculations exclude Maintenance Downtime and other Exclusions listed below. For clarity, this Availability commitment does not apply to Customer’s equipment, software, network, or other technology.
Service Credits. Where the Monthly Uptime Percentage falls below the Service Availability target, Customer is eligible for a Service Credit as follows:
| Monthly Uptime Percentage | Service Credit |
| At or above 99.9% | None |
| Below 99.9% and at or above 98.0% | 3 days |
| Below 98.0% and at or above 95.0% | 7 days |
| Below 95.0% | 15 days |
Requesting Service Credit. Customer must (i) be current on Kentik Service fees, and (ii) submit a support ticket to Infoblox Support within 10 business days after the outage, including dates and times and a brief description of the unavailability. Infoblox will investigate to confirm whether the Service Availability target was not met and respond within 10 business days after the end of the month of the request. If these requirements are not met, the credit is forfeited. Service Credits in any rolling 12-month period will not exceed 30 calendar days of the Kentik Service. Service Credits are Customer’s sole and exclusive remedy for Availability failures.
Exclusions. Service Availability calculations exclude: (a) pre-release, alpha, and beta features; (b) Maintenance Downtime; (c) third-party hosting, internet carrier, or general Internet issues, including issues arising from public internet backbones, networks, or servers not managed by Infoblox; (d) factors outside Infoblox’s reasonable control, including Force Majeure events, denial-of-service attacks, and Internet problems beyond the service demarcation point; (e) actions or inactions of Customer or third parties, including work performed at Customer’s request and untimely responses from Customer in relation to incidents requiring its participation for source identification or resolution; (f) Customer’s or third-party equipment, software, network, or other technology outside Infoblox’s control, other than third-party technology within Infoblox’s direct control; (g) suspensions or terminations permitted by the Agreement; and (h) usage exceeding Licensed Capacity or applicable quotas. Infoblox may reasonably investigate any claim of unavailability before issuing a Service Credit.
Definitions.
“Downtime”: Customer is unable to access the Kentik Service via web browser or API due to a service failure, as confirmed by Infoblox.
“Maintenance Downtime”: Routine maintenance outside normal working hours (Pacific Time) lasting no more than four hours per instance, with at least 48 hours’ prior written notice (including email) to Customer’s main technical contact. Emergency maintenance required to apply urgent patches or fixes, or as required by conditions beyond Infoblox’s reasonable control, may occur at any time; Infoblox will use reasonable efforts to notify Customer at least 30 minutes in advance and such maintenance is excluded from Service Availability calculations.
“Monthly Uptime Percentage”: Total minutes in a calendar month minus minutes of Downtime, divided by total minutes in that month. If Customer’s subscription covers only part of a month, the Kentik Service is deemed available for the portion of the month during which Customer was not subscribed.
“Service Credit”: The number of days credited as specified in the table above.
Last Update: September 2026
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