Last Updated: February 2026

These Tanium Supplemental Support Terms are incorporated into Customer’s license agreement (the “Agreement”) when purchasing Supplemental Support. Unless specifically defined in these terms, capitalized terms used in here will have the meaning set forth in the Agreement.

1. Enterprise Supplemental Support.

1.1 General. If Customer purchases enterprise supplemental support (“Enterprise Supplemental Support”), Tanium will provide a Tanium enterprise support resource (“ESR”) who can provide the relevant support during the purchased term. Enterprise Supplemental Support may consist of one or more of the following tasks, as further described in the Schedule or otherwise agreed to with Customer:

• assist with the deployment, configuration, and optimization of the Tanium products;
• help plan and coordinate migration from third party products;
• help plan and coordinate migration from one Tanium product to another Tanium product;
• help plan, coordinate and implement other Tanium-related projects and communicate updates;
• provide consolidated reporting of current deployment status to Tanium’s senior technical and sales leadership and designated Customer representatives;
• collate technical documentation on behalf of Customer;
• help plan, communicate, and monitor the status, health and challenges associated with installation and deployment of Tanium products;
• maintain ongoing technical relationships with Customer and provide weekly reporting to Tanium’s senior technical and sales leadership and designated Customer representatives;
• observe ongoing operations for potential problems and improvements; such observations will be brought to the attention of Tanium’s senior technical and sales leadership and designated Customer representatives.

The ESR will not:

• execute an action (e.g. deploying a patch) without advance approval by a designated Customer representative;
• take any destructive action (e.g., file deletion) in the Customer environment;
• use Tanium products to perform any incident response services;
• act in a capacity to directly support third-party hardware or software on which the Tanium product is running or dependent; or
• change any settings, undertake Tanium server or client tuning or conduct advanced troubleshooting without advance approval from the designated Customer representative.

1.2 Term.Enterprise Supplemental Support may be obtained from Tanium at its then-current list price or mutually negotiated price during the license term under the Agreement. Unless otherwise agreed by the parties, the term of Enterprise Supplemental Support provided by Tanium will commence on the earlier of the date that Customer provides access to Customer’s Tanium environment and related systems or thirty (30) days from the order date, and will expire at the end of the purchased support term noted in the applicable Schedule or Quote (e.g., 6 months) (“ESR Support Term”). Any Enterprise Supplemental Support purchased as days per week or days per month will expire incrementally at the end of each such period and will not roll over to subsequent periods. For example, if Customer purchases 10 days per month for an ESR Support Term equal to four months starting on April 15th, the first 10 days will expire on May 14th. For purposes of all monthly offerings, a month is defined as the period beginning on the ESR Support Term start date and ending on the day preceding the same date in the next calendar month.

1.3 Access. Customer must provide the Tanium resource with access to Customer’s Tanium environment and related Customer’s systems within thirty (30) days from the start of the ESR Support Term (“On-Boarding Period”). In the event Customer fails to provide the Tanium resource with the required systems access noted above, Tanium may withdraw the assigned resource until access is granted. Enterprise Supplemental Support will be provided during normal business hours or as mutually agreed upon between Tanium and Customer. The Tanium resource may be required to be out-of-the-office due to PTO, illness, holidays, training, vacations, or meetings. If the time out-of-office impedes Customer operations, Customer may request an alternate Tanium resource to be made available; however, Customer is responsible for onboarding the alternate resource and the scheduled term will not “pause” during this time. Should the assigned resource’s employment with Tanium end, Tanium will provide Customer with a replacement resource as soon as reasonably available.

1.4 Support Materials. ESRs may provide Customer with Support Materials, including scripts, API documentation, and training materials. Tanium retains ownership in all Support Materials, and Customer’s use of the Support Materials is governed by the licensing terms set forth in the Agreement.

1.5 Customer Responsibilities. Customer and its personnel must cooperate fully with Tanium and its personnel in all respects, including, without limitation, providing information as to Customer requirements, providing access to the equipment/hardware on which the components of the Tanium products are or will be installed, and providing access to all necessary information regarding Customer’s systems. Customer is responsible for making, at its own expense, any changes or additions to Customer’s current systems, software, and hardware that may be required to support operation of the Tanium products.

1.6 Action Approver. Customer will assign an action reviewer/approver to act as the final Customer approver for all Tanium actions submitted by the ESR (“Action Approver”). The Action Approver will have the authority to approve all actions issued in the Tanium console. Any other requested changes to Customer’s environment will require a change review process to be agreed by the parties.

1.7 Remote Support. Enterprise Supplemental Support may be provided remotely via telephone or electronic communications unless otherwise agreed with Customer. Customer agrees that Tanium resources may access Customer’s systems during the relevant ESR Support Term, using a commercially standard remote system access tool (“Remote Support Tool”). If a network connection between Tanium and Customer’s systems is required for Tanium to perform Enterprise Supplemental Support, Customer will provide such access as follows:

• Customer is responsible for ensuring that: (i) its network and systems comply with specifications provided by Tanium, (ii) all components of Customer’s Tanium environment are accessible through Remote Support Tool, and (iii) Remote Support Tool is installed in a timely manner for Tanium to perform the Enterprise Supplemental Support.
• Customer is responsible for acquiring and maintaining any equipment and performing any activities necessary to set-up and maintain network connectivity at and to Customer’s Tanium environment.
• Customer will provide and maintain user accounts for, and access to, Remote Support Tool for the Tanium resources.
  
• Tanium is not responsible for network connection issues, problems or conditions arising from or related to network connections, such as bandwidth issues, excessive latency, network outages, and/or any other conditions that are caused by an internet service provider, or the network connection. If Customer’s Remote Support Tool client software and/or infrastructure fails to allow Tanium access to perform its obligations, Customer agrees to pay for any increased costs resulting from such failure.

2. Enhanced Technical Support.

2.1   General. If Customer purchases Enhanced Technical Support (“Enhanced Tech Support”) Tanium will provide technical support engineering assistance to supplement Tanium’s standard technical support. Enhanced Tech Support will consist of:

• An assigned Tanium resource will oversee most Severity 3 cases (as defined in the Global Support Handbook located on the Tanium Resource Center) for a deeper understanding of Customer’s goals with Tanium.  
• The Tanium resource will: (a) maintain a comprehensive understanding of Customer’s technical landscape, and (b) establish streamlined oversight processes for Severity 3 cases.
• The Tanium resource will engage in regular case review sessions to facilitate alignment between Customer and Tanium.   
• The Tanium resource will provide monthly case reports.
• Enhanced Tech Support is provided in English only.

2.2 Term. Enhanced Tech Support may be obtained from Tanium at its then-current list price or mutually negotiated price during the license term under the Agreement. Unless otherwise agreed by the parties, the term of Enhanced Tech Support will commence upon purchase and will expire at the end of the purchased support term noted in the applicable Schedule or Quote (e.g., 12 months) (“Technical Support Term”).

2.3 Support Materials. Tanium staff may provide Customer with Support Materials, including scripts, API documentation, and training materials. Tanium retains ownership of all Support Materials, and Customer’s use of the Support Materials is governed by the licensing terms set forth in the Agreement.

2.4 Customer Responsibilities. Customer and its personnel must cooperate fully with Tanium and its personnel in all respects, including, without limitation, initiating all support cases via the Tanium Resource Center (help.tanium.com), attending case review calls, providing timely replies and artifacts when requested by the Tanium resource, and working to complete recommended trainings. Customer is responsible for making, at its own expense, any changes or additions to Customer’s current systems, software, and hardware that may be required to support operation of the Tanium products.