MotherDuck Support Policy
Last Updated: 02/02/2026
This MotherDuck Support Policy ("Support Policy") accompanies the MotherDuck Subscription Terms of Service entered into between you ("Customer") and MotherDuck. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.
MotherDuck offers support services for the Service ("Support") to all customers, with response time commitments varying by plan in accordance with the following terms:
A. Support Hours. MotherDuck will provide Support during MotherDuck’s normal business hours (Monday through Friday 6am PT - 6pm PT), excluding MotherDuck holidays ("Business Hours"). Service requests received outside of Business Hours will be responded to the following work day.
B. Incident Submission and Customer Cooperation. Customer with an active subscription to Lite Plan (Free) may report errors or abnormal behavior of the Service ("Incidents") by contacting MotherDuck via MotherDuck Community Slack. Customer with an active subscription to Lite Plan (Paid) or Business Plan may report errors or abnormal behavior of the Service ("Incidents") by initiating a support request while authenticated with Customer’s Log-in Credentials within the MotherDuck web-based interface. Customer will provide information and cooperation to MotherDuck as reasonably required to provide Support.
C. Incident Response. MotherDuck personnel will assign a priority level ("Priority Level") to each Incident and seek to provide responses in accordance with the table below. Enterprise customers should refer to their contract for applicable response times.
| Priority Level | Description | Lite (Free) | Lite (Paid) | Business |
| Level 1 | Service is completely inaccessible or severely impacted such that routine operation is impossible | All Reasonable Efforts | 8 Business Hours | 2 Business Hours |
| Level 2 | Service is functional but performance is degraded | All Reasonable Efforts | 12 Business Hours | 4 Business Hours |
| Level 3 | Non-critical issue; no significant impact on performance of the Service but user experience may be affected | All Reasonable Efforts | 2 Business Days | 1 Business Day |
| Level 4 | Service is fully functional; most commonly applied for consultative questions or requests for guidance | All Reasonable Efforts | 3 Business Days | 2 Business Days |
D. Availability. MotherDuck will use all reasonable efforts to maintain an availability of 99.9% on a monthly basis for the Business Plan.
E. Exclusions. MotherDuck will have no obligation to provide Support, and Availability will not be deemed to be adversely affected, to the extent an Incident arises from: (a) use of the Service by Customer in a manner not authorized in the Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of MotherDuck’s reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; or (d) third party systems, acts or omissions.
