Cloud Service Support Policy

Cloud Service Support Policy




This support policy (“Support Policy”) sets out the terms of support Couchbase will provide Customers for Cloud Service. In the event of a conflict between the terms of this Support Policy and the terms of the Couchbase Cloud™ Service Subscription Agreement or other agreement with us governing your use of the Cloud Service (collectively, “Agreement”), the terms and conditions of this Support Policy will apply, but only to the extent of such conflict and the support services provided hereunder. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.



Last updated: 29 June, 2020.


1. Support Levels

1.1 Customers can choose to receive the response levels for support as set forth in the table below (“Support Levels”) based on the Cloud Service subscription tiers purchased by Customer through the Cloud Control Plane.

Support Level

Tier
Enterprise
(Initial Anticipated Response Times)

Tier
Developer Pro
(Initial Anticipated Response Times)

Free Trial
(Initial Anticipate Response Times)

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.

Response Time: 1 hour

 

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

Response Time: 8 hours

 

Support Hours of Operation:
8 hrs x 5 days/week*
9am - 5pm Local Time

Best effort support available via Cloud Service 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.

Response Time: 4 hours

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

Response Time: 12 hours

 

Support Hours of Operation: 

8 hrs x 5 days/week*

9am - 5pm Local Time

Best effort support available via Cloud Service 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.

Response Time: 8 hours

Support Hours of Operation: 

Mon to Fri*

9am - 5pm Local Time

Response Time: 24 hours

Support Hours of Operation: 

Mon to Fri*

9am - 5pm Local Time

Best effort support available via Cloud Service forums only.

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

Response Time: 12 hours

Support Hours of Operation: 

Mon to Fri*

9am - 5pm Local Time

Response Time: 36 hours

Support Hours of Operation: 

Mon to Fri*

9am - 5pm Local Time

Support available via Couchbase Cloud Service forums only.

1.* Support Channels include: online self-service via the Cloud Control Plane, unlimited Email or Phone.
2. “Local Time” means the primary time zone 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. Unless in the event of the unavailability of the Cloud Control Plane, in which case a support ticket must be opened with the Cloud Service support team via phone.
2.1.2 Customer shall provide to Couchbase all of the following when logging the support ticket:
(i) reasonable detail of the nature of and circumstances surrounding the Error;
(ii) ensure Couchbase has reasonable access and cooperation to the Customer Cloud Environment as necessary to enable a diagnosis or resolution of any Errors; and
(iii) co-operation in the diagnosis and resolution of any Errors.
2.1.3 Customers with a paid Cloud Service subscription can contact Cloud Service technical support via the Cloud Control Plane, email, phone, or via the Couchbase Cloud support web forum. Customers who do not have a current Cloud Service subscription and will need to contact a Couchbase Sales representative.
2.1.4 In each instance that Customer provides or uploads its log file(s) for inspection to Cloud Service technical support, Customer shall redact all personal data from such log file(s).
2.1.5 In the instance of automated collection of log file(s) all Customer personal data shall be redacted from such log file(s).



2.2 Support Level Terms and Limitations

 

2.2.1 The Support Levels shall only be available in English and shall apply only to the then-current version of the Cloud Service.
2.2.2 Couchbase has no obligation to provide any Support Levels to Customer:
(a) for any service, software, infrastructure or other element of the Customer Cloud Environment that has not been provided by Couchbase to Customer as part of the Cloud Service;
(b) if Customer or a third party has in any way altered or modified either the ability for Couchbase to deliver the Cloud Service as designed, or any portion of the Cloud Service;
(c) if Customer has not used the Cloud Service in accordance with the Documentation or instructions provided by Couchbase, including failure to, follow implementation procedures, or ensure all changes performed by the Customer are actioned from the Cloud Control Plane;
(d) if Customer has failed to replace earlier versions of the Couchbase Software with updates made available to Customer; and
(e) where any failure to provide any Support Levels or any unavailability of the Cloud Service is caused by (i) 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; (ii) any service, software, hardware or other elements of the Customer Cloud Environment not provided by Couchbase (including third-party software, technology and equipment, or APIs and data formats not included in the Cloud Service), or (iii) any actions or inactions from Customer or any third party, including Customer’s breach of the Agreement.
2.2.3 Customer acknowledges that the time required to respond to a Support Level request may vary depending on the complexity of the Error problem, 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 provide the ability to upgrade not only the Couchbase Software but also the underlying operating system for upgrades and patches, including the managed Kubernetes distribution provided by the Customer Cloud Environment. Cloud Service will attempt to move Customer to the latest stable version of these distributions as indicated by the Customer Cloud Environment.
3.2 This Support Policy only applies to the most current and supported version of the Couchbase Software.