Capella Cloud Service Support Policy

Capella Cloud Service Support Policy




This support policy (the “Support Policy”) sets out the terms of support applicable to the Cloud Service. The Support Policy is incorporated into and forms part of the Capella Cloud Service Subscription Agreement or other agreement governing Customer’s use of the Cloud Service (as applicable, the “Agreement”). In the event of a conflict between this Support Policy and the Agreement, the terms and conditions of this Support Policy will prevail with respect to such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.


Last updated: October 14, 2021


1. Support Levels

1.1 The table below describes the initial response time goals for support for each service plan (the “Support Levels”) available for purchase by Customer as part of Customer’s subscription to the Cloud Service.

Support Level

Service Plan
Enterprise

Service Plan
Developer Pro

Service Plan
Basic

Service Plan
Free Trial

P1 – Blocker

Failure due to an Error that causes complete loss or severe outage of the Cloud Service, resulting in an application being down or non-operational, or customer data is lost or destroyed and no workaround exists.

Initial Response Time Goal: 1 hour

 

Support Hours of Operation: 24hrs x 7 days/week*

Initial Response Time Goal: 8 hours

 

Support Hours of Operation:  24hrs x 7 days/week*

Support available via Couchbase forums only.

Support available via Couchbase forums only.

P2 – Critical

Failure due to an Error that causes partial loss of the Cloud Service impacting business operations. Operations can continue in a restricted fashion and a workaround may be used to restore functionality.

Initial Response Time Goal: 4 hours

Support Hours of Operation: 24hrs x 7 days/week*

Initial Response Time Goal: 12 hours

 

Support Hours of Operation: 24hrs x 7 days/week*

Support available via Couchbase forums only.

Support available via Couchbase forums only.

P3 – Major
Failure caused by non-critical Errors, where no data has been lost and the system has not failed. The Error does not prevent normal operation, or the situation may be temporarily circumvented using an available workaround.

Initial Response Time: 8 hours*

Support Hours of Operation: 

Mon to Fri*

9am - 5pm Local Time

Initial Response Time: Goal: 24 hours*

Support Hours of Operation: 

Mon to Fri*

9am - 5pm Local Time

Support available via Couchbase forums only.

Support available via Couchbase forums only.

P4 – Minor
Non-critical Errors, general questions, requests for enhancements to the Cloud Service.

Initial Response Time Goal: 12 hours

Support Hours of Operation: 

Mon to Fri*

9am - 5pm Local Time

Initial Response Time Goal: 36 hours

Support Hours of Operation: 

Mon to Fri*

9am - 5pm Local Time

Support available via Couchbase forums only.

Support available via Couchbase forums only.

1. *Support Channel: online self-service via the Cloud Control Plane.
2. “Local Time” means the primary timezone selected by the Customer in the Cloud Control Plane.
3. “Error” means a reproducible failure of the Cloud Service to perform in substantial conformity with the specifications set forth in the Documentation.




2. Support Level Requests, Terms and Limitations

 

2.1 Support Level Requests

 

2.1.1 For Couchbase to provide Customer the Support Levels, Customer must submit a support ticket via the Cloud Control Plane. In the event the Cloud Control Plane is unavailable, a support ticket must be opened with the Cloud Service support team by emailing cloud@couchbase.com.
2.1.2 Customer shall provide to Couchbase all of the following when logging a support ticket:
(i) reasonable detail of the nature of and circumstances surrounding the Error;
(ii) reasonable access and cooperation as necessary to enable a diagnosis or resolution of any Errors including, if necessary, access to Customer’s Cloud Environment; and
(iii) cooperation in the diagnosis and resolution of any Errors.
2.1.3 Customers who have purchased the Enterprise or Developer Pro service plan as part of their Cloud Service subscription may contact Cloud Service technical support via the Cloud Control Plane (or via email in the event the Control Plane is unavailable). All other customers will only have access to the Couchbase forums for technical support or should contact a Couchbase sales representative to purchase a Cloud Service service plan.
2.1.4 In each instance that Customer provides or uploads its log file(s) for inspection to the Cloud Service technical support team, Customer shall redact all personal data from such log file(s).
2.1.5 Any log file(s) collected by the Cloud Service automatically will be redacted by default by the Cloud Service.



2.2 Support Level Terms and Limitations

 

2.2.1 The Support Levels are only available in English and for the most current generally available releases of the Cloud Service.
2.2.2 Couchbase has no obligation to provide any support for, and the Support Levels shall not apply to, Errors or issues arising from:
(a) any third-party service, software, hardware, infrastructure or other non-Couchbase element of the Cloud Environment (including third-party software, technology and equipment, or APIs not included in the Cloud Service);
(b) any modifications or alterations made by Customer or a third party to any portion of the Cloud Service or any other limitation created by Customer or a third party on Couchbase’s ability to deliver the Cloud Service as designed;
(c) Customer’s failure to use the Cloud Service in accordance with the Documentation or instructions provided by Couchbase, including following all implementation procedures or ensuring all changes performed by the Customer are actioned from the Cloud Control Plane;
(d) Customer’s failure to allow Couchbase to upgrade the Cloud Service to the most current generally available releases;
(e) factors outside of Couchbase’s reasonable control, including any natural disaster, epidemic, war, acts of terrorism, riots, government action, or any other force majeure event, or any actions or omissions by Customer or any third party, including Customer’s breach of the Agreement;
(f) non-generally available features or offerings in the Cloud Service.
2.2.3 Customer acknowledges that the time required to resolve to a support request may vary depending on the complexity of the Error, including, without limitation, the nature of the Error, the extent and accuracy of the information available about the Error, and the level of Customer’s cooperation and responsiveness in providing materials, information, access, and support reasonably required by Couchbase.



3. Upgrades

 

3.1 The Cloud Service will attempt to move Customer to the most current generally available release of the Cloud Service.