Couchbase Support Policy
Customers can choose from three different SLAs -- Silver, Gold, and Platinum. Terms for each option are described below.
1. Subscription Tiers
Customers can choose from three different SLAs -- Silver, Gold, and Platinum. Terms for each option are described below.
|
Silver |
Gold |
Platinum |
|
|
Hours |
10x5 |
24x7 |
24x7 |
|
Hours of Operation |
7am-5pm* |
24x7 |
24x7 |
|
Support Channel |
Email, Web, Phone |
Email, Web, Phone |
Email, Web, Phone |
|
Number of Cases |
Unlimited |
Unlimited |
Unlimited |
|
P1 SLA |
5 hours** |
2 hours |
30 minutes |
|
P2 SLA |
1 Business Day |
5 hours |
3 hours |
|
P3 SLA |
5 Business Days |
3 Business Days |
1 Business Day |
*Within geo time zone, based on customer location: EST - Americas, East Coast; PST - Americas other than East Coast; GMT - EMEA; IST - APAC
**Within business hours
P1: Software failures on a production system that cause complete loss or severe outage of service, resulting in a mission-critical business application being down or non-operational.
P2: Software failures on a production system that cause partial loss of service impacting business operations. Operations can continue in a restricted fashion and a workaround may be used to restore functionality. As to a non-production system, a software failure that causes a complete loss or severe outage of service where there is a time-sensitive impact to a planned production deployment.
P3: All non-time sensitive requests including product functionality issues in Development or Test, feature requests and documentation clarifications.
SLA: Initial response time
2. Version Support
2.1 Each Major and Minor Release will be supported for the longer of i) eighteen (18) months from its general availability release date; or ii) 6 months after the next Major Release. After this date the release will be considered to have reached End-of-Life (EOL) support. Beyond this point customers should have migrated all production instances to a fully supported version. Reasonable efforts technical support will continue to be provided for EOL versions for 1 year past the EOL date. After this time a customer should pursue any need for further product technical support with the sales account team. Any product issue newly identified in an EOL version will be scheduled for resolution in a version that is not in EOL status.
2.2 Maintenance Releases are used to support both Major Releases and Minor Releases. Couchbase will generally fix errors only in the most current Maintenance Release level of the Software. Couchbase’s support team will direct Licensee to existing fixes/patches and workarounds that are applicable to the reported case. Couchbase’s support team may direct Licensee to upgrade to a more current release of the Software.
2.3 Definitions. Couchbase Software versions are identified according to the following format: “x.y.z”. “Major Release” is identified by the “x” in the above example. “Minor Release” is identified by the “y” in the above example. “Maintenance Release” is identified by the “z” in the above example. “End-of-Life” means software which is no longer supported for the resolution of a newly identified product issue.
2a. Version Support 5.0 and Later – this section 2a applies only to Couchbase Server version 5.0 and subsequent versions
2a.1 Each Major release will be supported for the longer of i) thirty (30) months from its general availability release date (“30 Month Floor”) or ii) 6 months after the next Major Release. After this date the release will be considered to have reached End-of-Life (EOL). Beyond this point customers should have migrated all production instances to a fully supported version. Reasonable efforts technical support will continue to be provided for EOL versions for 18 months past the EOL date. After this time the version is considered to have reached End Of Support (EOS). If a customer is seeking assistance with a version that has arrived at EOS, it should be discussed with the sales account team. Any product issue newly identified in an EOL version will be scheduled for resolution in a version that is not in EOL status.
2a.2 Minor releases will contain many important fixes in addition to improvements and minor feature additions. Minor releases are considered to be part of the major release family. A Minor release does not extend the 30 Month Floor commitment noted in section 2a.1 above. For example the 5.0 release family is supported through 30 months of the GA date of 5.0. “In family minor releases such as 5.1, 5.2, 5.3 etc. are fully supported through 30 months of the GA date of the Major version 5.0. Note that Couchbase will cease to provide maintenance releases for any version in a major release family after 6 months of the following Minor or Major release.
2a.3 Maintenance Releases are used to support both Major Releases and Minor Releases. Couchbase will generally fix errors only in the most current Maintenance Release level of the Software. Couchbase’s support team will direct customer to existing fixes/patches and workarounds that are applicable to the reported case. Couchbase’s support team may direct customer to upgrade to a more current release of the Software. Maintenance will cease for a given release 6 months after the successive maintenance release. For example maintenance releases for 5.0 (e.g., 5.0.1) will cease 6 months after the release of the next Minor release or Major release (in that example, 6 months after the release of 5.1 or 6.0).
2a.4 Definitions. Couchbase Software versions are identified according to the following format: “x.y.z”. “Major Release” is identified by the “x” in the above example. “Minor Release” is identified by the “y” in the above example. “Maintenance Release” is identified by the “z” in the above example. “End-of-Life” means software which is no longer supported for the resolution of a newly identified product issue.
3. General
3.1 Issues will be reasonably assigned an appropriate level (P1, P2 or P3) in agreement between Couchbase and our customer in line with the definitions of those priorities.
3.2 Licensee acknowledges that the time required for resolution of issues may vary depending on the complexity of each problem, including, without limitation, the nature of the issue, the extent and accuracy of information available about the issue, and the level of Licensee’s cooperation and responsiveness in providing materials, information, access and support reasonably required by Couchbase to achieve issue resolution.
3.3 Support Exclusions. Couchbase will have no obligation to provide support services to Licensee in the event that (i) the Software has been changed, modified or damaged by Licensee or anyone other than Couchbase, (ii) the problem is caused by Licensee’s misuse of the Software, a hardware malfunction, or other causes beyond the reasonable control of Couchbase, (iii) the problem is due to or attributable to third party software or operating systems not provided by Couchbase (including APIs and data formats not included in the Software), or (iv) Licensee is not running a supported version. In addition, the support services do not include Licensee’s use of the Software other than described in the Documentation.
4. End-of-Life schedule (End-of-Life occurs after the last day of the "End of Life Date" month specified below)
4.1 Couchbase Server
| Release | Release Date | End of Life Date |
| Couchbase Server 1.8.1 | July 2012 | Dec 2013 |
| Couchbase Server 2.0 | Dec 2012 | Jun 2014 |
| Couchbase Server 2.1 | Jun 2013 | Dec 2014 |
| Couchbase Server 2.2 | Sep 2013 | Mar 2015 |
| Couchbase Server 2.5 | Feb 2014 | Dec 2015 |
| Couchbase Server 3.0 | Oct 2014 | Apr 2016 |
| Couchbase Server 3.1 | Aug 2015 | Feb 2017 |
| Couchbase Server 4.0 | Oct 2015 | Apr 2018 |
| Couchbase Server 4.1 | Dec 2015 | Apr 2018 |
| Couchbase Server 4.5 | Jun 2016 | Apr 2018 |
| Couchbase Server 4.6 | Feb 2017 | Aug 2018 |
| Couchbase Server 5.0 | Oct 2017 | Apr 2020 |
4.2 Couchbase Server SDK
| Release | Release Date | End of Life Date |
| Java 1.4 | Apr 2014 | Apr 2016 |
| Java 2.0 | Feb 2015 | Feb 2017 |
| Java 2.1 | May 2015 | May 2017 |
| Java 2.2 | Oct 2015 | Oct 2017 |
| Java 2.3 | Jun 2016 | Dec 2017 |
| Java 2.4 | Jan 2017 | Jul 2018 |
| Java 2.5 | Sep 2017 | Mar 2019 |
| .NET 1.3 | Dec 2013 | Mar 2015 |
| .NET 2.0 | Oct 2014 | Oct 2016 |
| .NET 2.1 | May 2015 | May 2017 |
| .NET 2.2 | Oct 2015 | Oct 2017 |
| .NET 2.3 | Jun 2016 | Dec 2017 |
| .NET 2.4 | Feb 2017 | Aug 2018 |
| .NET 2.5 | Sep 2017 | Mar 2019 |
| Go 1.0 | Oct 2015 | Oct 2017 |
| Go 1.1 | Jun 2016 | Dec 2017 |
| Go 1.2 | Dec 2016 | Jun 2018 |
| Go 1.3 | Sep 2017 | Mar 2019 |
| Node.js 2.0 | Oct 2014 | Oct 2016 |
| Node.js 2.1 | Oct 2015 | Oct 2017 |
| Node.js 2.2 | Jun 2016 | Dec 2017 |
| Node.js 2.3 | Jan 2017 | Jul 2018 |
| Node.js 2.4 | Sep 2017 | Mar 2019 |
| Ruby 1.3 | Nov 2014 | Nov 2016 |
| C 2.4 | Sep 2014 | Sep 2016 |
| C 2.5 | May 2015 | May 2017 |
| C 2.6 | May 2016 | Nov 2017 |
| C 2.7 | Dec 2016 | Jun 2018 |
| C 2.8 | Aug 2017 | Feb 2019 |
| Python 1.2 | Jan 2014 | Jan 2016 |
| Python 2.0 | Apr 2015 | Apr 2017 |
| Python 2.1 | Jun 2016 | Dec 2017 |
| Python 2.2 | Jan 2017 | Jul 2018 |
| Python 2.3 | Oct 2017 | Apr 2019 |
| PHP 2.0 | Sep 2014 | Sep 2016 |
| PHP 2.2 | Jul 2016 | Jan 2018 |
| PHP 2.3 | May 2017 | Nov 2018 |
| PHP 2.4 | Sep 2017 | Mar 2019 |
4.3 Couchbase Lite and Sync Gateway
| Release | Release Date | End of Life Date |
| Couchbase Lite 1.0.0 | May 2014 | Nov 2015 |
| Couchbase Sync Gateway 1.0.0 | May 2014 | Nov 2015 |
| Couchbase Lite 1.1.0 | June 2015 | Feb 2017 |
| Couchbase Sync Gateway 1.1.0 | June 2015 | Feb 2017 |
| Couchbase Lite 1.2.0 | Feb 2016 | Aug 2017 |
| Couchbase Sync Gateway 1.2.0 | Feb 2016 | Aug 2017 |
| Couchbase Lite 1.3.0 | Aug 2016 | March 2018 |
| Couchbase Sync Gateway 1.3.0 | Aug 2016 | March 2018 |
| Couchbase Lite 1.4.0 | March 2017 | Apr 2019 |
| Couchbase Sync Gateway 1.4.0 | March 2017 | Nov 2018 |
| Couchbase Sync Gateway 1.5.0 | Oct 2017 | April 2020 |
| Couchbase Lite 2.0 | April 2018 | Oct 2020 |
| Couchbase Sync Gateway 2.0 | April 2018 | Oct 2020 |