This Ping Identity Support Policy Addendum for Single-Tenant Services (this “Addendum”) serves to modify the terms of the Ping Identity Corporation (“Ping Identity”) Support Policy located at https://www.pingidentity.com/en/legal/support-policy.htmlor Customer’s other support services terms (the “Support Policy”) as may be included in a subscription agreement for hosted cloud solutions (the “Agreement”) with Ping Identity. All capitalized terms used but not defined herein have the meanings assigned to them in the Agreement.

1.   Scope. This Addendum applies solely to Customer’s use of any Services that are provided by Ping Identity as a dedicated single-tenant solution (as opposed to multi-tenant SaaS) (“Single-Tenant Services”), and in the event of a conflict between this Addendum and the Support Policy, this Addendum controls. This Addendum does not apply to Customer’s use of any Products other than Single-Tenant Services.

2.   Customer Responsibilities. In addition to the obligations in the Support Policy, Customer is required to notify Ping Identity reasonably in advance, through the Service Request process, of any material modifications or adaptations to the configuration or implementation of the Single-Tenant Services. This includes, without limitation, integration of third-party resources or changes that could affect volume or throughput of Single-Tenant Services, such as adding a significant number of applications or a significant enrollment event. Additionally, Customer is responsible for testing any planned upgrades in lower environments prior to a production upgrade. Customer must provide Ping Identity with written notice of any potentially production-impacting issues found in lower environments at least three business days prior to a scheduled production upgrade. If no notice is provided, Ping Identity will proceed with the scheduled upgrade with the assumption that Customer has performed reasonable testing of the release. Customer must always run supported releases of the Software programs underlying Single-Tenant Services.

3.   Maintenance. From time to time, Ping Identity may apply: (a) patches, fixes or other updates that are designed to remediate issues such as potential security vulnerabilities and performance issues, and (b) platform upgrades (including infrastructure updates and version upgrades of each of the Software programs underlying Single-Tenant Services). These maintenance activities are categorized as follows:

      (a)    Regular Maintenance    consists of (i) upgrades of hardware or software, (ii) upgrades to increase capacity, and (iii) other activity to maintain or improve the systems supporting the Single-Tenant Services (“Regular Maintenance”). These updates will not cause downtime and may take place at any time without prior notice. Details of what is included in these updates will be published as release notes in the Documentation.

      (b)    Scheduled Maintenance consists of (i) upgrades of hardware or software, (ii) upgrades to increase capacity, and (iii) other activity to maintain or improve the systems supporting the Single-Tenant Services which involve system downtime (“Scheduled Maintenance”). For production environments, Ping Identity will work with Customer to schedule the updates or upgrades at an agreed time as soon as is reasonably possible. If Customer (x) does not schedule the updates or upgrades within ten (10) days from notice or (y) does not provide notice of issues in the lower environments (per Section 2 above) at least three (3) business days before the Scheduled Maintenance, Ping Identity may perform the Scheduled Maintenance in accordance with the maintenance schedule below without responsibility for any resulting impact on Uptime Availability and without liability under the Agreement or otherwise.

      (c)    Unless otherwise specified in advance by Ping Identity, Scheduled Maintenance will be undertaken during the below time windows:

          00:00 and 04:00 Pacific Time (UTC-7/8)

          00:00 and 04:00 Greenwich Mean Time (UTC)

          00:00 and 04:00 Singapore Time (UTC+8)

          00:00 and 04:00 Australian Eastern Time (UTC+10/11)

The maintenance windows in this section will be aligned with the region in which Customer’s Single-Tenant Services environment is deployed.

      (d)     “Emergency Maintenance” means unavailability outside of Scheduled Maintenance that is required to apply urgent patches or fixes to protect the security, availability, or stability of Customer’s production environment(s). These conditions may include security threats, such as denial-of-service attacks, as well as updates and other actions required to respond to unforeseen circumstances outside of Ping Identity’s control. Where possible these updates will be designed to be non-disruptive to customers and end users, however for material security or performance risks, Ping Identity may apply these updates or upgrades without advance notice even when disruption may occur.

4.   Miscellaneous.

      (a)    A “Service Request” means an administrative task related to the set-up or configuration of Single-Tenant Services. Service Requests do not constitute Errors under the Support Policy. Ping Identity will acknowledge receipt within one (1) Business Day of Customer’s submission of a Service Request and use good faith efforts to address the Service Request within a reasonable time frame after Ping Identity’s receipt of the Service Request, based on the nature and magnitude of the request.

      (b)     Ping Identity will use commercially reasonable efforts to provide twelve (12) months’ written notice via the Documentation prior to making modifications to the Single-Tenant Services that degrades or removes a feature, functionality or capability. Customer acknowledges and agrees that access to the deprecated feature, functionality or capability will cease as of the applicable end-of-life date specified in the Documentation.

      (c)    Customer is not entitled to separately download Software programs underlying Single-Tenant Services unless separately licensed for those Software programs on an individual basis.

      (d)    Customer must always run Supported Releases of the Software programs underlying Single-Tenant Services.

      (d)    The following additional provisions will be added to the definition of “Customer Cause” under the Support Policy: (i) failure by Customer to notify Ping Identity of material changes to Single-Tenant Services as required under Section 2 of this Addendum or to accept updates, patches or fixes as required under Section 3 above; (ii) changes by Customer to the configuration of Single-Tenant Services that impact its ability to communicate with other components, impacts performance and/or limits or eliminates service function; (iii) additions or modifications to configuration in Single-Tenant Services that require new or changed monitoring configuration, if such changes are implemented in a production environment before monitoring configuration is completed; and (iv) failure of services or applications not deployed on Single-Tenant Services, including without limitation Products hosted on Customer or third party systems.

      (e)    The Uptime Availability SLA, and Customer’s entitlement to service credits, does not apply to non-production environments, nor unavailability caused by the following circumstances:

          i. the performance of Internet networks controlled by other companies or traffic exchange points (including NAPs and MAEs) that are controlled by other companies;

          ii. any technology, data or content (including any Customer Data) which are either supplied by Customer to Ping Identity for inclusion in the Single-Tenant Services, or are supplied by third parties or are made to interface with the Single-Tenant Services through Customer’s third-party arrangements or business relationships;

          iii. where the Single-Tenant Services are unavailable or delayed, or timeline commitments are delayed, as a result of the negligence, or acts or omissions of Customer, its employees, contractors, agents or Users, including Customer’s nonfulfillment of its obligations under the Agreement;

          iv. where the Single-Tenant Services are unavailable as a result of circumstances or causes beyond Ping Identity’s reasonable control;

          v. where Customer expects peaks in traffic that are above and beyond the traffic/load levels previously tested in the Customer’s Single-Tenant Services staging environment (which must match anticipated production traffic/load levels) and Customer does not provide notice to Ping Identity at least thirty (30) days prior to such higher-than normal traffic to allow for environment scaling and Customer testing (additional charges may apply);

          vi. Errors caused by Customer-specific enhancements;

          vii. Scheduled Maintenance and Emergency Maintenance; or

          viii. any other exclusions set forth in the Agreement.