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.
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 | No sooner than Mar-2018 |
| Couchbase Server 4.1 | Dec 2015 | No sooner than Mar-2018 |
| Couchbase Server 4.5 | Jun 2016 | No Sooner than Mar-2018 |
| Couchbase Server 4.6 | Feb 2017 | Aug 2018 |
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 |
| Jave 2.4 | Jan 2017 | Jul 2018 |
| .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 |
| Go 1.0 | Oct 2015 | Oct 2017 |
| Go 1.1 | Jun 2016 | Dec 2017 |
| Go 1.2 | Dec 2016 | Jun 2018 |
| 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 |
| 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 |
| 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 |
| PHP 2.0 | Sep 2014 | Sep 2016 |
| PHP 2.2 | Jul 2016 | Jan 2018 |
| PHP 2.3 | May 2017 | Nov 2018 |
4.3 Couchbase Lite and Sync Gateway
| Release | Release Date | End of Life Date |
| Couchbase Lite iOS 1.0.0 | May 2014 | Nov 2015 |
| Couchbase Lite Android 1.0.0 | May 2014 | Nov 2015 |
| Couchbase Lite Java 1.0.0 | May 2014 | Nov 2015 |
| Couchbase Lite .NET 1.0.0 | May 2014 | Nov 2015 |
| Couchbase Sync Gateway 1.0.0 | May 2014 | Nov 2015 |
| Couchbase Lite iOS 1.1.0 | Jun 2015 | Feb 2017 |
| Couchbase Lite Android 1.1.0 | Jun 2015 | Feb 2017 |
| Couchbase Lite Java 1.1.0 | Jun 2015 | Feb 2017 |
| Couchbase Lite .NET 1.1.0 | Jun 2015 | Feb 2017 |
| Couchbase Lite Sync Gateway 1.1.0 | Jun 2015 | Feb 2017 |
| Couchbase Lite iOS 1.2.0 | Feb 2016 | Aug 2017 |
| Couchbase Lite Android 1.2.0 | Feb 2016 | Aug 2017 |
| Couchbase Lite Java 1.2.0 | Feb 2016 | Aug 2017 |
| Couchbase Lite .NET 1.2.0 | Feb 2016 | Aug 2017 |
| Couchbase Lite Sync Gateway 1.2.0 | Feb 2016 | Aug 2017 |
| Couchbase Lite iOS 1.3.0 | Aug 2016 | Mar 2018 |
| Couchbase Lite Android 1.3.0 | Aug 2016 | Mar 2018 |
| Couchbase Lite Java 1.3.0 | Aug 2016 | Mar 2018 |
| Couchbase Lite .NET 1.3.0 | Aug 2016 | Mar 2018 |
| Couchbase Lite Sync Gateway 1.3.0 | Aug 2016 | Mar 2018 |
| Couchbase Lite iOS 1.4.0 | Mar 2017 | - |
| Couchbase Lite Android 1.4.0 | Mar 2017 | - |
| Couchbase Lite Java 1.4.0 | Mar 2017 | - |
| Couchbase Lite .NET 1.4.0 | Mar 2017 | - |
| Couchbase Lite Sync Gateway 1.4.0 | Mar 2017 | - |
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