These Support Terms for //R Products (the “//R Products Support Terms”) along with described the support terms applicable to the purchase of an //R Product and replace the terms set forth in the Evergreen Program Description when applied to //R Products.
LOVE YOUR STORAGE GUARANTEE
The first Product purchased by End User comes with a 30-day “money back” guarantee, under which End User can receive a full refund for the Product and applicable Support Subscription, provided (i) End User has performed a good-faith installation of the Product and enabled the Pure1? phone home feature, and (ii) End User notified Pure within 30 days of receipt of the Product to elect for a refund, and returned the Product within 10 days of such notice, in like new condition (other than normal wear and tear). Pure will pay the shipping costs for returns in accordance with Pure’s reasonable instructions. Refunds will be processed within 30 days following Pure’s receipt of the returned Product. Pure reserves the right to charge reasonable refurbishing fees for damage to the Products while under End User’s control. End Users that have conducted an evaluation of the Product have had an opportunity to evaluate the Product and are therefore not eligible for this guarantee. This guarantee applies to Pure’s FlashArray and FlashBlade Products.
FIXES, COMPONENT, ANBD CONTROLLER REPLACEMENT
Pure offers Standard Support for five (5) years and Extended Support for eight (8) years, both requiring an active //R Support subscription. To qualify for Extended Support, a non-disruptive upgrade to the latest //RC20 controller must be performed within the first five years of the product's purchase date. Customers can also opt for the "Move to Evergreen Forever" subscription within the first three years by maintaining an active //R Support subscription until the transfer date and performing a non-disruptive upgrade to the latest //C50 controller within the first three years. An active support subscription ensures the product functions as intended, providing protection against flash media wear and minimizing the impact of components reaching their end-of-life.
Regarding parts and returns, 色控传媒 does not offer an option to purchase no-return parts replacement. For //R Products specifically, support is contingent on using Pure-determined Purity software versions and maintaining active, uninterrupted connectivity to Pure1. Without this connection, Pure cannot provide support. All upgrades for //R Products are self-service, with Pure offering only remote assistance and no on-site support. Live support is provided only for Sev-1 (most severe) issues, and Pure is not obligated to support all generally available Purity releases on //R hardware. All of Pure's support obligations are dependent on the customer maintaining uninterrupted connectivity to Pure1.
While sets forth the severity levels for issues, as well as applicable response times, notwithstanding anything to the contrary in , Pure may open proactive cases for //R Products with SEV1 alerts only. Other alerts may be visible to customers?via Pure1 or via the on-device user interface, but will not automatically generate a support case.
FLAT IS FAIR?
The rate Pure charges an authorized reseller for any renewal of the Initial Support Subscription purchased by the End User (the “Renewal Rate”) remains flat to the rate offered to the authorized reseller at the time of the Initial Support Subscription, provided that the renewal subscription including maintenance and support remains generally available for the applicable Product at the time of renewal. The Renewal Rate will be determined by applying the same Support Subscription term, service level, and applicable pre-renewal in-rack configuration for the applicable Product and will not include any one-time promotional discounts or deals made available at the time of the initial purchase. Renewal Rates will be in the currency set forth in the applicable quote issued by Pure. In the event of a severe inflation event, defined as annual inflation in excess of seven percent 7% (as measured by the Producer Price Index), the parties will negotiate, in good faith, reasonable adjustments to the Renewal Rate in an amount not to exceed the inflation over the period since the last renewal. This Subscription imposes no obligation to renew Support Subscriptions for a Product. Flat is fair applies to Pure’s FlashArray and FlashBlade Products. Flat is Fair does not apply to Pure Extended Maintenance.
GENERAL TERMS?
Professional installation is (a) available for an additional charge from Pure or its authorized resellers, and (b) may be required to ensure Pure’s ability to properly perform its maintenance and support obligations. Professional installation to be delivered by Pure will expire within 180 days of the ship date if not utilized by End User, except as otherwise agreed by Pure in writing. Product and components returned under these //R Products Support Terms become the property of Pure. These //R Products Support Terms are subject to Pure’s Privacy Statement and constitute an integral part of the Subscription. Notwithstanding anything to the contrary, Pure permits the following termination rights for these order types: (a) orders for the purchase of hardware may be terminated any time prior to shipment; (b) support subscriptions may be terminated if the underlying hardware order is terminated prior to shipment; (c) //R Support may be terminated any time prior to shipment; (d) renewal orders of Evergreen //Forever,//Foundation, or //R Support subscriptions may not be terminated; (d) orders for Professional Services may not be terminated if the underlying hardware order has been shipped; (e) Evergreen //One, //Flex, Pure Protect, and any other? subscriptions not otherwise described herein may be terminated if End User (i) provides Pure 60 days’ prior written notice and (ii) pays in full all Reserve Commitments outstanding from the date of termination through the end of the Service Term; and (f) Portworx orders can be terminated if End User (1) provides Pure 30 days’ prior written notice for any Term-Based, Consumption-Based, or Pay-As-You-Go Software licenses; and (2) pay for all utilization or consumption of the Software through the date of termination.
FEAR, UNCERTAINTY AND DOUBT DISCLAIMER?
Be warned that vendors offering competing products may offer their advice on Pure’s terms or documentation. Pure’s advice: Take their biased views with a grain of salt. Come take a reference call from a Pure End User and learn how Pure is changing storage forever. See more at www.purestorage.com.