Volt For Streaming Decisions Privacy Policy

Data Product Release & Support Policy for Volt
Customers

(Last revised and updated: October 13, 2025)

This document refers to Volt Active For Streaming Decisions (V4SD) Product release, Support Policy and End-of-Life Policy. 

Date	Description of Canges
10/1/25	Initial Document

Volt Product Overview

Volt for Streaming Decisions (V4SD) is an engine to help customers perform processing, decisions, and gain insight from event streams.  It is a packaged solution consisting of Volt SP, Volt Data Store, and supporting connectors.  

V4SD customers will only be able to use the database with stream processing.   Customers cannot buy Volt for Streaming Decisions and use the session store to build custom applications. However, a customer may purchase Volt Enterprise Database separately. 

Volt Support Overview

Volt Support strives to provide first-class Support to all its customers. This agreement specifically covers Volt for Streaming Decisions product (V4SD) Standard, Advanced and Premium tiers.

Our focus is on providing timely status and progress updates on production systems; therefore, we are introducing the use of response and status commitments until an issue is resolved.

Highlights of the Support Agreement are:

(a) The support agreement is valid for one year from the date of the signed product agreement.

(b) The license for V4SD product is valid for one year from the date of the signed product agreement for the specific version of software issued.

(c) Monitoring of the platform is required for platform health and usage measurement for charging purposes.

Contacting Volt Support

Tickets: For all issues, a ticket must be opened with Volt Active Data (“Volt”).  This can be done by registering for web access and opening a ticket at https://support.voltactivedata.com. 

Sev 1 Outage: For 24×7 support for Severity 1 (Critical) Production Issues ONLY – please call us at +1 339-298-2023.  You will be asked to provide customer name, contact and phone number along with a general description of the issue being experienced. A ticket needs to be opened after the phone call is made, with all relevant fields completed and data added for analysis.  Data should be sent to our Securefiles website: https://securefiles.voltactivedata.com/dropzone/helpdesk

Customer Responsibility

It must be noted that, in software there are variables outside of our control, including hardware, cloud infrastructure, 3rd party libraries and custom code. These aspects require the participation of our end customer to review these areas and provide feedback that could aid in resolving issues.

Description:

• Monitor and maintain infrastructure statistics/data for troubleshooting analysis i.e., memory and CPU utilization, network connectivity, storage space & availability, cloud configuration, monitoring and reporting.  This data will be required for comparison with data store logs; pipeline definition/configuration files for source and sink analysis
• Monitoring of the V4SD streaming and data store capturing V4SD metrics is a requirement.  Customer may use any monitoring system so long as the metrics are exportable in a generic format. e.g., Prometheus, DataDoc, New Relic, Cloud Grafana.
• Identify an issue; determine the severity (clarify the business impact, e.g. revenue lost) and save and gather information for analysis
• Perform simple troubleshooting & remedial actions (NOTE: any remedial actions taken and the results of those actions)
• Provide a contact for Volt Support to work with until the resolution of the issue.

Tiered Support

Volt offers the following Support packages for V4SD that are accumulative:

1. Starter: Community Slack support with reasonable effort for relief/workaround
2. Standard: Volt Support only available during business hours, defined as 3 am to 5 pm ET
3. Advanced: Sev 1 Support Available 24×7
4. Premium: Sev 1 Escalation Available, RCA on Sev 1 available upon request

NOTE: Non-production systems have no service level agreements with Volt, providing reasonable effort for relief.

Reasonable effort support is where we advise customers on workarounds that bring relief.

Support Severity Level Definitions

Severity	Description
Severity 1: Critical	Potential Critical  Business Impact Production use of Volt products in production environment, are operating in a partial state; potential to become a full outage is imminent; degraded performance or loss of k-safety.  Severity Level 2 problems could have the following characteristics: – Loss of node in a cluster – Data backup to compromising levels – Loss of Active (N) connectivity – Product error or failure forcing a restart or recovery – Functionality unavailable, but the system can operate in a restricted fashion
Severity 2: Major	Potential Critical  Business Impact Production use of Volt products in production environment, are operating in a partial state; potential to become a full outage is imminent; degraded performance or loss of k-safety.  Severity Level 2 problems could have the following characteristics: – Loss of node in a cluster – Data backup to compromising levels – Loss of Active (N) connectivity – Product error or failure forcing a restart or recovery – Functionality unavailable, but the system can operate in a restricted fashion
Severity 3: Minor	Minimal Business Impact Minor functions/features are easily avoided or a workaround exists while the product is still usable.  Severity Level 3 problems could have the following characteristics: – Error message with workaround – Minimal performance degradation – Incorrect product behavior with minor impact – Initial installation or development milestones are at risk

Ticketing System

For all issues, a ticket must be opened with Volt Active Data (“Volt”).  This can be done by registering for web access and opening a ticket at https://support.voltactivedata.com or https://support.devrev.ai/devrev/voltactivedata-rev-1viqjka0bb/tickets?type=ticket

To register, please click on “Register New User” and follow the prompts. 

Data collection and its timely delivery to Volt is the responsibility of the Licensee.  Minimum data requirements for tickets should include the following:

• Date and time of the incident
• Clear description of the issue
• If an issue with streaming, source/sink pipeline configuration/definition files
• If an issue with data store, all logs should be captured and sent using the same time criteria i.e. time before the incident (showing normal operations) and  during the incident.
• List any changes that occurred prior to the incident
• Actions and their outcomes taken as a result of the incident

Escalation Process

Volt’s Escalation Process is our way of establishing a working relationship with our customers.  In the rare instance we cannot resolve an issue within a timely manner, please follow the escalation path and allow us to work with you on planning relief and resolution:

Escalations progress through the following levels:

• Director of Support: Carla Mitchell
• VP of Engineering: Ruth Morgenstein / Sales Account Manager
• CEO: David Flower

Every effort will be made by the Support team to work efficiently and effectively to provide fast relief. Support will be the coordination ambassadors that engage any and all resources within Volt to assist in providing relief and resolution.

If the issue is unable to be resolved in a timely manner, the next stage is to work with the customer to develop an action plan that would include, but not be limited to:

• Agreement on regularly scheduled calls.  These can be daily, for issues in production, or at a lower frequency, if the issue is not pressing
• Setup of a similar cluster at Volt or Licensee facilities to replicate the problem in a lab, potentially using customers’ actual catalog and software
• Review by installation, including review of deployment, system environment, source code and stored procedures, etc.
• Access to systems – through sharing technology 
• Upgrades to Volt with interim updates that aid in debugging (e.g. extra logging) and/or fix issues as they occur
• Additional logging or monitoring using system tools (e.g. sar, iostat) or custom Volt monitors

Product Updates

For all packages other than Starter, Volt allows the V4SD products to accept updates for fixes or security vulnerabilities. The schedule for updates are:

Package	Data Store Updates
Starter	None
Standard	1 year of updates from purchase
Premium	2 years of updates from purchase
Premium Plus	3 years of updates from purchase

** Data Store software updates could include an upgrade jump from one expiring version to new version and if available, utilizing our ISU (In-Service Upgrade) feature.

Product Release Definitions

Volt V4SD product versioning is based on VoltSP version in combination with the latest supported LTS for the data store.

Release Type	Version # Example	Description
Starter	1.5.3	VoltSP, the software framework for defining and building data pipelines.
Standard	V14.3	Data Store version associated with VoltSP
Premium	V14.3.x	An update release contains improvements to features and defect fixes and will maintain backwards compatibility

VoltSP Ref: https://docs.voltactivedata.com/ActiveSP/intro.html

Data Store Ref: https://docs.voltactivedata.com/v14docs/

Requests for product enhancements and suggested product improvements should be directed to product@voltactivedata.com.

End-of-Life Policy 

Volt Software is considered expired and non-supportable at the end of the term of the EULA engagement.